Hardware Retailing The Industry's Source for Insights and Information
In 2024, 39% of homeowners said they had to make a repair to their heating, ventilation and air conditioning (HVAC) systems, according to the USA Today Homefront 2024 Home Maintenance Survey, and 33% of homeowners regretted not knowing how to make those repairs on their own.
While inflation is down, homeowners are still looking for ways to save money, including taking care of their own home repairs. Independent hardware stores can lean into this desire and become the place for expert and one-on-one education for often-expensive HVAC repairs.
Learn how one retailer has tapped into professional experience, educating customers and providing in-store service to find success for his HVAC department.
Partner Up
Jeremy Mirto, owner of A&M Hardware in Accord, New York, combines his experience owning an HVAC repair business with his experience operating a hardware store to educate customers and drive business to both of his companies, generating multiple revenue streams.
In 2010, almost 10 years before he officially joined the hardware industry, Mirto started Reliable Energy Solutions, where he specializes in repairs to HVAC systems. When he took over his family’s hardware store in 2020, Mirto found a way to connect the two businesses by expanding his HVAC product selection.
“I use the store as a platform to sell HVAC products, then I offer installation services through my HVAC company,” he says.
As owner of both companies, Mirto offers competitive pricing on materials, which attracts DIY and pro customers.
“I use my contacts in the HVAC industry to boost sales at the hardware store,” Mirto says.
You’re likely not in the same position as Mirto, but you can still develop relationships with local HVAC contractors to drive sales to your operation.
“Having local connections is a great benefit for any retailer, even with your competition,” Mirto says.
For example, one of Mirto’s best customers is a local contractor who does the same work Mirto does in HVAC repair and installation services. Mirto gives him business when he’s overwhelmed, and that contractor reciprocates when he’s too busy. That contractor also purchases supplies at Mirto’s store and through their relationship, they’re both able to stay busy serving customers.
As Mirto interacts with customers, if he discovers their HVAC needs are beyond what his store can supply products for, he refers them to his other company.
“Reliable Energy Solutions is a totally separate company, but I’m able to send business between the two,” he says. “It’s a win all around.”
Filling in the Cracks
The perfect complement to your HVAC category, winterization products like caulk are a great way to boost add-on sales and solidify your operation as a knowledgeable and helpful place. If a DIYer comes in, be sure to ask them these three questions to lead them in the right direction for choosing the right winterization products to protect their homes in the winter.
Where will the caulking be applied?
Certain locations, both inside and outside of the home may need specific types of caulking or sealant. Determining the location is important.
What type of surfaces will be caulked?
Similar to location, knowing the substrate the caulking or sealant will be applied to can also help determine what type is needed.
How much stress will be placed on the joint?
Certain types of caulking or sealants perform better under constant pressure. Finding a sealant with elasticity can help certain high-stress areas keep a level temperature.
Focusing on Education
Mirto says the majority of customers coming into his store are homeowners looking for DIY solutions to problems.
“Educating the homeowner is one of the most enjoyable aspects of the business,” he says. “If a professional comes in, they most likely know what they’re coming in for, and they’ll grab it and leave. But with the homeowner, there’s a degree of education that needs to happen. I really enjoy that part of the job and give them credit for trying to do things themselves.”
Homeowners can tackle many common HVAC repairs, Mirto says. By educating them and letting them know they can do it themselves, Mirto is saving them from paying a service fee and teaching them a new skill.
A&M Hardware is located two hours from New York City. Mirto says many of his customers are buying homes in the area but haven’t owned a home before
and come from small New York City apartments that have maintenance crews.
“I’ve tried to branch out our heating products because, being in that industry for so long, I know the popular products we’re going to sell, and I know the technology improvements that have happened,” Mirto says.
Mirto says when he assists customers, he makes sure to get the scope of their project to make sure they’re not working on a dangerous project, such as propane heating, which would be better suited for a professional to handle.
Product selection is also key to Mirto’s success. A&M Hardware has an extensive heating section, selling many of the parts needed for installation, maintenance and upkeep.
“Living here in the mountains, when something breaks, tackling repairs themselves is something customers are going to be excited and scared about,” Mirto says. “But with a little bit of guidance, they can do it.”
