The Heart of the Business
The most important cornerstone that brings loyal customers to Short and Paulk Supply is its employees. Given the extensive knowledge each team member possesses along with his/her experience, Short says the company’s employees are second to none.
“I think our people make a big difference,” Short explains. “We have some really good people who help our company grow, and our team members help make us who we are.”
Not only does Short and Paulk Supply take time and diligence when selecting the right staff, but also every employee is given the necessary resources to succeed. The operation uses online training through the North American Retail Hardware Association (NRHA); each time an employee completes a training section with the program, he/she is awarded a certificate and a $50 bonus check.
Plus, employees also receive product knowledge training from suppliers, as well as opportunities provided by LMC, CSA and NLBMDA. Because of the different resources provided in the industry, Short says that Short and Paulk Supply’s team members are seasoned with experience and have unmatched product knowledge— giving the company an advantage over big box stores.
“One of the big advantages it gives us on the retail side is being able to have the necessary knowledge to help consumers with a project and make sure they have everything they need to complete it,” Short adds.
Over the years, Short says employees have worked to build solid customer relationships. Short and Paulk Supply is now working to leverage these relationships into increased market share, specifically with builder customers.
The company is also looking at expanding products and services within different niches. For example, when the Dawson store was purchased, the existing store sold floor coverings— something Short and Paulk Supply did not offer and decided to tackle. While installed sales are not a prominent part of the business, Short says the company is “dipping its feet into it” by offering products such as cabinets, blown-in insulation, flooring and closets to consumers and referring the installation to contractor customers.
