MY FAMILY BUSINESS is in real estate here in Brooklyn, New York. In managing property, we have always been major buyers of hardware, paint, and other building materials. About 20 years ago, our largest supplier decided to sell its business. They were a local hardware store struggling under the competitive pressures of the big-box stores that had entered New York. The owners were open to a good price, and I seized the opportunity to expand my knowledge of the industry. So, I bought the business. In the twenty years since, Hardware Express has expanded. We now occupy five adjoining buildings, selling not only hardware but also lumber, paint, tile, and kitchen goods. The key to our growth has always been staying ahead of the curve—seeking new opportunities and seizing them when they arise. When the big-box stores focused on retail customers, we concentrated on growing our B2B segment. When we wanted to stock a broader set of products, we partnered with True Value. When our customers asked for more paint, we became an authorized Benjamin Moore dealer.
About a year ago, we realized we had fallen behind in one critical area: technology. We were operating on a legacy point-of-sale that hadn’t changed in years. We wanted to provide our customers with the modern experience to which they had grown accustomed, but our previous technology partner simply lacked the capabilities. We conducted a thorough analysis of current point-of-sale vendors and chose Rundoo. The team was young, ambitious, and focused on service. We’re approaching our one-year mark with Rundoo, and we have loved it. We are confident that Rundoo will grow with us for many decades, and I want to explain why.
First, Rundoo emphasizes the entire customer experience. Our retail customers appreciate the elegant checkout experience. They love that they can see their items on the card reader during checkout, giving them peace of mind that the sale is correct. Additionally, since the card reader is Wi-Fi-enabled, we can check out customers anywhere in the store. Our business customers appreciate the Rundoo mobile app. They can view all of their purchases, send receipts to their customers, and pay bills from their fingertips. Our staff enjoys the speed at which they can check out customers, place purchase orders, and receive inventory. New hires have adapted to the system on their first day with minimal training. As for me, I enjoy using the POS app, which allows me to monitor business metrics from my phone.
Second, Rundoo tailors its system to fit its clients rather than expecting us to adjust to it. When we decided to go live, Rundoo moved all of our data—customer, product, and historical sales data—over to their system. Then, they flew out from California to New York to get us live in person. The Rundoo team now meets with us regularly so we can share ideas for improvements and new features, and these ideas make their way into the product! Rundoo’s product has continued to improve every day since we went live.
A lot has changed since I entered the business 20 years ago. The traditional approach to business no longer suffices. With the advent of the internet, mobile phones, and online payments, customer expectations have shifted significantly. You must utilize the latest technology to serve today’s customers, particularly the younger generation.
My top piece of advice for any hardware store is to stay ahead of the curve. Whether you’re deciding which products to stock, how to price, or what technology to use, you must be at the cutting edge to survive and grow. If anyone is considering upgrading their technology system, I would be happy to discuss our decision with you further.
