It really was like home, says CEO
ST. JACOBS — Terry Davis walked into Home Hardware in 1970 to begin his first full-time job. He’s never left.
From the warehouse to the executive office, Davis has been a fixture in and around the company’s St. Jacobs headquarters for nearly 50 years. The self-described Home Hardware “lifer” has done everything from picking stock to running the computer department. For the past four years, he’s served as chief executive officer.
Now, at 67, the Fergus resident has decided to retire. He’ll stay on to oversee the transition once a successor is chosen from internal and external candidates, a process that’s expected to take several months.
“When I took over as CEO in 2014, my view was, at that time, I knew I wasn’t going to be around as long as my predecessors,” says Davis, who succeeded Paul Straus, chief executive for Home Hardware Stores Ltd. from 1999 to 2014. “I knew it was going to be more of a transitional role,” he says, adding that he felt one of his priorities was to help build a solid foundation for the next generation of leadership.
The company recently completed a new five-year strategic plan, set for implementation next year, with an emphasis on digital and data, and a recognition that a more thorough picture of its customers and their needs is key.
“We’ve got to be so in sync to compete in the future,” Davis says. “We have to get better at analytics and understanding how data about customers and customer behaviour can help us make important decisions about how we go to market, how we advertise, how we negotiate for product.”
It’s expected those investments in data collection and analysis will help the brand broaden its appeal to a new generation looking to purchase, maintain and improve their first homes.
The retailer recently relaunched its e-commerce website, and plans to roll out a longdiscussed “ship-to-home” service; right now, online customers have to pick up orders in-store.
Online sales represent an extremely small percentage of annual sales that have eclipsed the $6-billion mark. And while Davis would like to see that online traffic grow, it’s clear that the brickand-mortar locations remain an integral part of the Home Hardware identity.
“We’ve got 1,100 stores across Canada. We’re closer to the Canadian shopper than any other retailer,” Davis says. “We want them to know that with Home Hardware, regardless of how you want to shop, you’re going to get the same great service.”
They’re still aggressively growing their network of stores, adding about two a month and approaching 200 over the last eight years; Quebec remains a focus. The stores operate under the Home Hardware, Home Hardware Building Centre, Home Building Centre and Home Furniture banners.
Founded in 1964, the dealerowned business has generated extensive brand recognition and earned deep customer loyalty.
“This company really attracts and retains people that love helping others,” Davis says.
“The dealers and staff are part of the community ... They are part of the fabric of life in that community. They know their customers, they know what their customers want. It’s true, fromthe-heart relationships with your customers, and customers appreciate that.”
It’s a friendly, helpful approach that extends throughout the company, an atmosphere that quickly made Davis feel, well, at home.
Locking up one night after a shift as a computer operator, Davis recalls being hit with an overwhelming sense of pride as he walked through the building. “I felt like I was really a part of it,” he says.
“I swear from that moment, I just knew I could never see myself any place else.”