Hardware Retailing The Industry's Source for Insights and Information
Started in 1923, Mt. Pleasant Hardware has continued to serve customers in Providence, Rhode Island, for over a century. Owner Marc Gillson says the store has found success for 100 years thanks to the ability to transform as the market has changed. Marc says any current success wouldn’t be possible if not for his wife and partner Antoinette Gomes and the fourth generation now running operations, Geoffrey Gillson.
Marc’s grandfather, Samuel Elman, founded and built the business by supplying the local community and contractors with building supplies.
“As the building market slowed, we transitioned into supplying major manufacturers in Rhode Island, including Hasbro Toy and Leviton Manufacturing,” Gillson says. “We built a large paint supply business and worked that for many years. As the big-box stores moved in around us—today, there are five within a 5-mile radius—we turned our focus to the glass and window repair business.”
Gillson says the window repair business is now the store’s largest driver of sales, and he employs full-time in-house installers and multiple glaziers servicing homeowners and commercial customers. The store specializes in parts to repair the new style windows, stocks hundreds of window parts and employees can identify and special order any items that are not kept in inventory.
“Customers will come to us to do the repair themselves and we can explain the process, or they can hire our trained staff to come out and do the repairs for them,” Gillson says. “We offer the same service for glass replacement, both in house and at a customer’s site.”
The store’s eight employees are crucial to the store’s success, Gillson says. He hosts regular staff meetings to gather feedback from front line associates and uses that input to improve the operation. He also plans outings with employees.
“As with most businesses, our staff is the heart and soul of the operations,” Gillson says. “They learn the names of our guests and treat everyone like family.”
A high level of customer service, including special ordering, has also been key for Mt. Pleasant Hardware.
“We will find and order anything a customer needs. No matter the source, small or large, we find a way,” Gillson says. “Our staff will bend over backwards to help solve a problem. It’s not always about the profit, but just making our loyal customers feel like we care.”
Outside the store, Gillson stays involved with the local community development board and he works with a local community center to make sure all their Thanksgiving needs are met. Some of the store’s employees are local young adults with special needs who help out in the store to gain experience and have a sense of pride at fulfilling the tasks.
“We also try to buy supplies locally to support the other businesses in our small state, and we strive to fulfill all requests for donations from local community groups,” Gillson says.
