Windsor Home Hardware Best in the Biz

Windsor’s own homegrown retailer Windsor Home Hardware received National recognition last week when it received the Hardware Store of the Year for 2008 award at the Outstanding Retailer Awards ceremony in Toronto, Oct. 25.

Windsor Home Hardware dealer and owner Jeff Redden says the award pays tribute to both the commitment of staff and the community of Windsor and West Hants. “That’s what’s so cool about this; when we win, the whole town wins.” He added, “When a small town store wins something like this, it really says something about the community. This is a community award.”

From its origins as Wilcox Bros. Ltd., which opened on the corner of Gerrish and Water Streets back in 1876, the hardware store has stood the test of time and now sets the example on a national front.

“Jeff and the team in Windsor truly run an amazing store,” said vice president and CEO of Home Hardware Stores Limited Paul Straus. “Their constant commitment to customer service and community makes them a true model for home improvement in retailers across Canada.”

Home Hardware Limited nominated the Windsor franchise from out of 1,000 stores across Canada. “That in itself is a honor,” Redden said, “that we are the model store for them.”

Had story to tell

Redden noted, “they felt we had a story to tell with our community involvement and commitment to give back.” From initiating the town’s first ‘Front-Yard fix-up’ contest and donating to local organizations and sports teams, WHH continues to find creative ways to support its local community. “If there’s an organization in Windsor chances are we've helped them out in some way, big or small.”

Last year, the stores “Welcome Home for Christmas” holiday party raised $3,330 for a local breast cancer survivors group. The store also pitched in to help raise $5,000 for the Windsor Curling Club. The annual WHH garden party has raised funds for both the Hants Community Hospital Auxiliary and the Hants County Historical Society. This holiday season the store will help put on a MacLean Sisters Christmas concert in support of the Auxiliary.

Redden said it’s the high level of customer service on the part of staff that enables the store to give back so readily. “They have built such a strong relationship with the community. Yes, we raise money, but we do it with the help of the customers and staff. We appreciate the support of our customers, they are what makes our fundraising events possible.”

Experienced staff

With 20 full-time and 11 part-time staff, the Windsor Home Hardware has seen very little turnover.

“More than half of our staff has been here 10 years or more,” Redden noted. “I would put my staff against any in the industry for dedication to service. And I am very humbled by that.”

Redden rewards his employees with compensation for competing training programs, yearly bonuses and incentives for increased sales. Within the industry, WHH is known for its devotion to providing the best customer service.

“When it comes to line-ups at the cash register, one person is OK, two is acceptable, but the minute there are three, another till opens,” Redden said. “Its a key policy and one that respects our customers and their time.”

It’s not only the customer service that keeps this store in business in terms of merchandising WHH is an industry leader.

A recent press release from Home Hardware Ltd. states, “Windsor Home Hardware has been designed, merchandised and upgraded over the years with the ever changing needs of consumers and contractors in mind. Redden recognized an opportunity when he saw the model paint department at the semi-annual Home Hardware market. He ordered the complete package, ensured his staff became paint experts and ever since Windsor Home Hardware has been a “Top 100 paint retailer.” The store also features a famous seasonal area that is transformed every year into Christmas Land from a vibrant garden center.”

Grew up in the business

Redden grew up in the hardware store business and says that intrinsic knowledge has helped pave the way to success.

In 1975, his father, Clarence, and Jim Wilcox, grandson of original owner, joined the Home Hardware banner, and in 1997 Redden celebrated his first full year as owner by moving the business to the Fort Edward Mall.

“It was a bold move to leave that location after 130 years. But its grown steadily since then,” Redden said.

He did spend 12 years away from the family business, and during that time earned a Business Administration degree at Acadia University until Home called him back. “I’ve always been an entrepreneur at heart.”

And his father would be tremendously proud of this most recent accomplishment. “Even during the transition dad was proud. He dedicated his entire working life to this store.”

Clarence Redden had received the Golden Hammer upon his retirement more than a decade ago.

“I guess I learned my street smarts from him, Redden junior said. “He left school in Grade 8, but he was a true hardware guy and built this store from the ground-up.”

Windsor Home Hardware will open another chapter in its long history with a more than 10,000-square-foot expansion planned for 2009.