Page 9 - DoitBest 2021 Report

While the Española location was achieving commercial With revamped accounting and computer systems,
success, the Las Vegas store was dominating the local as well as a solid HR department, HHC was ready
hardware market. Under the experienced guidance to address the next issue — merchandising. Gary
of Store Manager Mike Wilson, HHC Las Vegas and Joe attended Do it Best markets, deepening
assembled a loyal following of DIYers. existing inventory, and expanding product offerings.
As their purchases with Do it Best increased, their
rebates boosted their preference shares.

With help from the Do it Best ecommerce team,
Gary and Joe replaced their outdated, underutilized
website with brand new sites for both locations.

“In today’s environment, if you don’t have a good
website, you don’t exist,” said Gary. “Do it Best
helped us build one that is better than what most of
our competition can provide.”

The new websites give HHC expanded customer
tracking tools, and the new MOCE platform
supports the increased demand for online orders
and in-store pickup. They also use the Digital
Dashboard to track online customer activity.
HERE WE GROW AGAIN

“Mike did an excellent job of focusing on customer
service,” said Joe. “There are other competitors in
Las Vegas, but due to the relationships we’ve built
with customers and the community, the store does
very well.”

Gary and Joe set out to build on the specific
strengths of their two locations. They started by “The Digital Dashboard analytics let us know what
working with their Territory Sales Manager Mike kind of response we’re getting in real time,” said
Haynes. Mike took a hands-on approach to help Joe. “We get actual feedback — we can be sure our
the two owners build a solid foundation for their promotions are getting to people who are looking
renewal efforts. for what we have to offer.”

“Before we started going after more customers, Once customers visit the store, HHC makes it a
we had to make sure our own infrastructure priority to enroll them in the Best Rewards loyalty
SM
was up-to-date,” said Gary. “Mike was an program to build a detailed contact list. The list
extraordinary help — he attended a lot of our turns circular and broadsheet promotions into
manager meetings and shared what the rest of the powerful, targeted messages.
industry was currently doing.”

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