Owner Testimonials

Reaching for the pinnacle of service

Pinnacle Peak Ace Hardware, Scottsdale, Arizona

As a manufacturing engineer, John Arterburn made a career out of fixing things. After 22 years in the business and working his way up to Director of Manufacturing, he started to look for ways he can continue to help people while living a lifestyle outside of the corporate arena. He went to a trade show in Las Vegas and came face-to-face with Ace Hardware.

"I hit it off with Ace's people - both the retailers and corporate folks," says John. "They really live their philosophy of customer service."

John decided to open a store in up scale Scottsdale, Arizona. "We knew the people here and we knew the neighborhood," he says. "There's a big perception for a place like this that people pay other people to do their home-improvement work. That's not true. We're filling a need here. We've had neighbors come up to us while we were building and told us that they couldn't wait until we opened. Regardless of who you are, everyone needs light bulbs, faucets, paint, hardware, tools … since we opened, our customers tell us everyday, 'We're glad you're here.' And they say they love the service."

John started the ownership process in March and opened his store in December - a tremendous turnaround for which he credits the Ace team. "They went out of their way to help us with this purchase," he says. Then working with store planners, they proceeded to turn a 13,000 square-foot retail space into what some customers have called "the nicest Ace they've ever seen."

According to John, "A lot of people told me we couldn't open that fast. But we did. I went to Top Gun training at Ace. The people they bring in are excellent. Ace provides the kind of support you'd expect from a world-class organization."

Perhaps that's a corporate characteristic John likes best of all. "Everyone in the organization has been helpful. An Ace truck driver who used to have a route in California took the time to show us ways to increase efficiency ... treating it like it was his baby, too."

John's goal is to turn his store into the most helpful Ace Hardware in the organization. "I love working with customers on the floor," he says. "We listen to our customers. If we don't have what they need, we'll get it. It's important to us to let the customers feel like it's their store."

John Arterburn is taking care of his neighborhood. And in three short months, he's seeing the fruit of his efforts in a loyal and appreciative customer base.

Business heats up for local contractor

Ace Chardon Hardware, Chardon, Ohio

Jay Negin is a state-certified plumbing and heating contractor, living in Chardon, Ohio. He found that, as a contractor, he could not stop homeowners from doing their own work. In fact, he encouraged it. But he also wanted to make sure his customers were getting the proper advice they needed.

That dedication to his customers made him a perfect match for Ace hardware. And in 2000, he opened his own hardware store in this rural corner of northeast Ohio. "It's been great," Jay says. "I love it. Absolutely fantastic. I've had a good time. I'm close to home. And we're building a name for ourselves."

Jay is a strong proponent of giving his customers what they want. And what they want is product knowledge, good advice, and great service. "At Ace, we give our customers the personal service they need. And in terms of products, we give them the choice between 'better' and 'best." When you do that, your customers will come back again and again and again."

In 2003, the store celebrated its 100,000 customer. Not bad for a village that has a population of only 8,473.

"The store is doing great, and I plan to expand," says Jay. He's looking to open a second store in the near future.

Second location doesn't shy away from competition

Clay's Ace Hardware - Windsor and Fort Collins, Colorado

In March, 1998, Lisa and Jim Clay opened their first Ace Hardware store in Windsor, Colorado, a town just about smack between Fort Collins and Greeley. And after five successful years at the Windsor location, the Clay's decided to open a second store in Fort Collins. The grand opening was in November 2003.

"It's a wonderful location," says Lisa. "It has great traffic patterns and a large parking lot."

It also has something that other retailers may not have purposely sought out-big-box competition from a warehouse hardware store just two blocks away. But Lisa likes the competition … and their chances there with Ace.

"We have to work to change people's shopping habits," Lisa admits. "But we're happy with the response we are getting. Our customers have thanked us for opening and giving them an alternative." So far, both of the Clay's hardware stores have been well received by the communities they serve. Lisa boasts of a high return rate with their "Helpful Hardware Customers," and she says they are consistently told that they have great customer service.

And therein lies the Ace Hardware advantage. In addition to the combined purchasing power of a national family of store owners, advertising and marketing support from corporate headquarters and an advanced distribution systems that keeps Ace Hardware stores stocked with the products customers need and want right away, Ace Hardware has earned the reputation of being "The Helpful Hardware Place." According to surveys, that's one of the most recognized slogans in the business. And it's well deserved.

Today, customers know Ace is the place to find the products and neighborly advice they seek. And in the end, a reputation built on service, product, price and convenience can compete with anyone.

"As one gentleman told my husband," says Lisa, "there are not many jobs out there where you can make someone's day by helping them find a 10-cent washer."