Business of Excellence – Caledonia Village Ace Hardware
After 35 years in the automotive manufacturing industry, Ross Martin fulfilled a dream when he purchased Caledonia Village Hardware. Now, instead of jetting around the globe, he and his family serve the hardware needs of Caledonia Township, a small town southeast of Grand Rapids. All six of Ross and Deborah’s kids have worked in the business.
About a year after buying the business and a lot of research, Ross chose Paladin Data Corp to provide his retail platform for its ease of use and 100% USA-based customer support.
“It’s so easy to use and so easy to train people on. I like that and our employees like it,” Ross says. “Paladin has tremendous customer support. Other companies have tiered support. The bigger stores get priority support and smaller stores have to wait in line. Paladin supports its customers no matter what the size.”
Ross uses Paladin’s Market Driven Inventory Management™ to keep the optimum quantities of products in stock. It eliminates hours of price shopping and automatically generates orders based on sales transactions. It has allowed Ross to keep an in-stock percentage of 97% to 98%, which he says helped him earn Ace Pinnacle status two years in a row.
“We use it 100%. Ace considers 95% really good and we’re always above that,” he says, crediting his partnerships with Ace Hardware and Paladin for much of his success. He will soon open a second store, this one in Sparta, Michigan.