The Hardware Man - I’m Losing a Customer and I’m Happy for Them

Howdy Folks,

The line at the end of our weekly column states that we own Clintonville Hardware and other businesses. As I’ve alluded to in past articles, I have a successful software business, Retail Automation, that focuses on the Hardware/Lumber Building Materials industry as well as a busy landscape maintenance company. It is a varied and busy life that brings a lot of satisfaction as we work with clients and long-term customers.

I just returned from a quick trip out to Eastern Pennsylvania where I did a service call for one of our longest running lumber yards on our software system. Glenn Souchuck of Souchuck Lumber in Shenandoah PA announced at the end of February that they were closing after 60 years of business. As a customer of ours for over 20 years, a store visit to congratulate them on a successful run is the right thing to do.

While there, we found a busy and alive small town. Shenandoah is home to Mrs. T’s Perogies and surrounded by coal mines. Industry is the main economic driver and Souchuck Lumber was a key part of the community. Their deep roots in the town they lived in were evident as friends and customers came in, were greeted as family and warm wishes were exchanged. Glenn and Souchuck Lumber were retiring on their own terms.

One line of discussion as we were there was the primary purpose of business ownership. Glenn’s father, Ted, started the business in 1966 with Glenn and his older brother, Ted Jr. joining as the second generation for 40 plus years. It provided a comfortable livelihood for their families and options for the next generation. It was a profitable business that seized the right timing and opportunity to sell their property to Mrs. T’s and enjoy the fruits of their labor in retirement. As Glenn reflected on his career, he got to work every day with his best friend, his brother, who passed away in September last year. Glenn’s children grew up in the business also but found their own successful careers. At retirement age, Glenn had accomplished his primary objectives with the business.

Over the years of working in the industry, I have been privileged to work with many small businesses owners as they have transitioned their hardware stores. Some have been forced to close due to economic pressures, others due to mismanagement. One closed due to a devastating fire and others for health reasons. Others have been blessed to welcome the second, third and even fourth generation into ownership of their family business, not to mention the many that have successfully sold their business to another enterprising family. While it is never good to lose a customer, our ultimate task as a software service is to add value to their business during normal operations that will assist them with data when it is time to sell or close. Business continuation or succession is commonly addressed during our system’s implementation, as it helps shape long-term objectives over the years. Glenn had shared his plan, options and time frame with me years ago.

Being a small business owner has its risks, but also great rewards. The long days, the stressful decisions, the juggling of priorities are all part of the job description for any owner in any industry. However, the benefit of working with family, being part of the local community and to profitably and graciously exit at the right time of your life is the best metric of success. Congratulations, Glenn. Best wishes in retirement.

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Daniel Karns and his wife own Clintonville Hardware & Rental along with other businesses. Join the discussion by contacting him at info@clintonvillehardware.com.