Hardware Retailing The Industry's Source for Insights and Information
Housed in a 1922 building that also shares a storied history, Gates Hardware in Curwensville, Pennsylvania, has been serving the local community since 1877. Blacksmith Solomon Jefferson Gates opened Gates Hardware, leading to a long line of Gates’ family members leading the helm, including William Gates, Harry Gates, James Gates and Jeff Gates, the current owner.
Through several expansions, the modern store retains historical touches such as the hardwood floors, wood cabinets and original ladders, and most importantly a high level of customer service.
Jeff says his grandfather and father instilled in him the desire to honor the past while still looking toward the future. From using handwritten receipts to moving to point of sale computer systems, advertising in the local paper to taking out Facebook ads, Jeff says he’s seen a myriad of changes. Through it all, it’s important to be wiling to evolve but still keep customer service top of mind, especially being a part of small town.
“My father James and grandfather Harry would always say that the principles of business will always remain the same, but they might just be done differently to adjust with the times,” Jeff says.
Jeff has encouraged employees to adhere to the 6-foot rule, where any customer within a 6-foot radius are welcomed and asked if they need any help.
“Our success comes down to one thing: our service,” he says. “Like any other business, we have had to grow by expanding product categories, but no matter how we’ve expanded, we have maintained top-tier customer service. The world looks better from behind a smile, so I just want our employees to bring a smile to our customers’ faces.”
Along with customer service, Gates Hardware focuses on providing the products and services customers want and need. Store services offered include glass cutting, screen repair and propane. Jeff says the store’s wholesaler has also been instrumental in its growth by giving them the tools to succeed and providing the products that keep the store stocked.
Jeff attends trade shows and markets throughout the year, and while the buying aspect of these shows is important, he appreciates the product knowledge he gains and being able to connect with fellow retailers to share ideas and solutions.
That commitment to service is also seen in the way Jeff and Gates Hardware are involved in the community, everything from sponsoring Little League teams to being a part of the local bank board.
“I never married, but my community is my family,” Jeff says. “My grandfather passed away in the 70s and my dad passed away in the late 80s, and I am their legacy. I still work for them and always strive to protect their legacy. They taught me that your business is as much as you put into it, and I hope to continue putting in as much as I can.”
