Independent Retailers Need Better Data. Do it Best Has The Tools.

Independent retailers can now see their own sales next to their peers, aisle by aisle, in green, yellow and red. Nick Talarico, Chief Operating Officer of Do it Best Group, walks through Retail Pulse, the True Value acquisition, the winner’s game versus the loser’s game, and the internal audit job that turned into a sales leadership career. For independent dealers, hardware retailers, lumberyards and anyone deciding what to do with their data.

Episode sponsored by Do it Best

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Stefanie Couch and Nick Talarico recording on the show floor at the Do it Best Spring Market in Denver
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Grit Guide Takeaways

Five Things You Can Use On Monday

The TLDR version of this episode, so you can use it without watching the whole thing.

  • 01 Pooled data is the one thing a single store cannot buy for itself. Do it Best has 9,000 locations, and thousands of them share what actually rang up at the register — which is what makes a real comparison against similar stores possible.
  • 02 A dashboard only gets used if it is simple and arrives with the fix attached. Retail Pulse colors your floor plan green, yellow and red, and every yellow or red area comes with a suggested solution and a person to work it with.
  • 03 Know which game you are playing. Doing the basics well beats a weak field, but once only strong competitors are left the basics lose. The skill is spotting the moment doing just enough stops being enough.
  • 04 Customers come back because someone noticed them. Twenty minutes on a part you barely make money on, or a waiter who overhears that a guest needs a hair tie, buys more loyalty than a promotion does.
  • 05 Grit is what you do after the hit, not whether you get hit. The average person takes the punch and wants to quit, so the whole job is continuing to move forward.

The Guest

Nick Talarico

Chief Operating Officer, Do it Best Group

Helping independent businesses grow through strong leadership, sales growth, and operational excellence.

Data + SystemsDealer + DistributionChannel StrategyCustomer ExperienceLeadership Skills
Pink Hat Take Stefanie’s take on this episode. Read Her Take Stefanie Couch

Key Quotes

Nick Talarico, In His Own Words

Nick Talarico, Chief Operating Officer of Do it Best Group, on The Grit Blueprint Podcast episode Independent Retailers Need Better Data. Do it Best Has The Tools., recorded live at the Do it Best Spring Market in Denver.

Nick Talarico, Chief Operating Officer of Do it Best Group
“Sometimes the the best and most
powerful tools are the simplest.”
Nick Talarico, Chief Operating Officer of Do it Best Group · On why Retail Pulse is color coded
On buying True Value
“the best thing that we could do for the retailer was to come in and buy the organization.”
On switching from the loser’s game
“The secret is knowing when you when doing just enough isn’t enough anymore.”
On what grit costs
“The average person is going to get hit and they’re going to want to quit.”

Independent hardware stores and lumberyards have always had data. What they have not had is a way to see their own numbers beside stores like them, with a suggested fix attached to every problem the numbers find.

Nick Talarico did not plan to run Do it Best. He audited the co-op as a public-accounting client, joined in internal audit, and moved into sales leadership almost by accident. We recorded on the last day of the co-op’s first Spring Market in Denver as one group with True Value, in the glass-box booth on the show floor, and he walked through the tool the co-op had just launched — and why the tool is not the point.

The Short Answer

A co-op can hand a single store something it could never assemble alone: its own sales next to comparable stores, laid over a bird’s-eye view of the floor plan, colored green, yellow and red, with a suggested fix and a person attached to every yellow and red area. That tool is Retail Pulse. But the tool is not the point. The point is what it protects, the time your people spend with the customer in front of them. As Nick put it, sometimes the best and most powerful tools are the simplest.

What Retail Pulse Does For An Independent Retailer

Retail Pulse shows an independent retailer a bird’s-eye view of the store floor plan, colored green, yellow and red. Green means that part of the floor is beating the retailer’s peer set, the group of comparable stores Do it Best measures it against. Yellow means look into it. Red means work on it now. Do it Best launched the tool at its Spring Market in Denver.

Nick Talarico, Chief Operating Officer of Do it Best Group, said the tool had been in development for several years and that the design goal was simplicity rather than depth. The co-op did not want members sitting and reading reports. He put it plainly: “Sometimes the the best and most powerful tools are the simplest.”

Two things sit behind the colors. Every yellow or red area carries a suggested solution, which a Do it Best territory sales manager walks through with the owner. And the tool is not finished — Retail Pulse sits on a three-year roadmap of constant iterations and improvements.

Plain English

Co-op
A company owned by the independent retailers it supplies, buying and building services on their behalf.
Point of sale data
The record of what actually sold at the register.
Peer set
The group of comparable stores your numbers are measured against, so green means better than stores like you, not better than last year.
Territory sales manager
The co-op employee assigned to a group of member stores who works the plan with the owner.

Why A Co-op’s Pooled Data Beats Your Own

A single independent store cannot buy the comparison Retail Pulse hands it. Do it Best has 9,000 locations, and thousands of them share point-of-sale data back into the co-op. Do it Best adds its own wholesaler data, the record of what it shipped to those stores, plus data from its strategic vendor partners. That combined view is the product.

By The Numbers

One store cannot buy the comparison Retail Pulse hands it. The co-op assembles it from the whole membership.

9,000

Do it Best locations

1,000s

Sharing point-of-sale data

$6B

In annual sales

3yr

Retail Pulse roadmap

Nick framed it as an access problem rather than a volume problem. Everyone has data. The question is whether anyone can hand you somebody else’s data, in the right way, in a form you can read in a minute. Stefanie Couch, who grew up in an independent lumberyard, named the other half of it: solving a big problem alone is lonely, and it costs time and money most single stores do not have.

Why Do it Best Bought True Value Out Of Bankruptcy

Do it Best bought True Value to stop thousands of independent retailers from losing their primary distributor, the supplier a store buys most of its products from. True Value was that distributor for its own retailers. Nick said Do it Best did not have to do it — True Value was going through bankruptcy, and the co-op could have sat back, watched, and picked up the pieces.

His reasoning starts with the store owner rather than the brand. Buying the company was, in his words, “the best thing that we could do for the retailer.” He called it a generational opportunity, and noted True Value has been around about as long as Do it Best, roughly 80 years.

He was direct about the cost. Acquiring a billion-plus-dollar organization is a challenge; acquiring one straight out of bankruptcy is another thing entirely, and nobody expected an overnight turnaround. Do it Best had already acquired United Hardware before the 2024 True Value deal. The clearest difference between the two organizations, Nick said, was brand recognition, because True Value had a national brand it had invested in heavily for a very long time. It is the kind of market shift that resets a whole channel.

Stefanie added what members have told her. True Value store owners at the last two or three markets said they appreciated that somebody thought about them, because the one store owner who depends entirely on a distributor is rarely who gets considered in an ivory-tower or bankruptcy-court decision.

The Winner’s Game And The Loser’s Game

The loser’s game is won by not making mistakes. The winner’s game is won by making difficult plays. Nick heard the framing on the Modern Wisdom podcast, and it comes from tennis. An amateur’s whole job is to get the ball over the net and inside the box, then let the opponent make the unforced error, a point lost to your own mistake rather than your opponent’s skill.

At the top of the game that stops working. Against a strong opponent, Nick said, playing the loser’s game gets you smoked, because they are going to make magnificent shots. He took the idea to a Do it Best national sales meeting a couple of markets ago, just after the True Value acquisition. For a while, everyone was going after True Value, and showing up and doing the basic stuff gained real traction. Then one opponent left the ring and only a couple were left.

Loser’s Game

•Weak or crowded field.

•Win by not making mistakes.

•Show up, do the basics, be consistent.

•The risk: you keep playing it after the field gets strong.

Winner’s Game

•Only strong opponents left.

•Win by making the difficult play.

•Make a real point of difference.

•The risk: you switch before you have earned the basics.

So how do you know the moment changed? “The secret is knowing when you when doing just enough isn’t enough anymore.” Nick said there is art in that call, and some gut. He uses the same framing with his three sons, telling one who took a valet job that his real job is being the first and the last person a guest sees.

The Grit Take

A co-op’s real product is no longer buying power, it is a picture of your own store you could never have built alone. Every group you belong to is sitting on data about you that you are not using. Ask what it is this quarter, then bring one red area to the person who is paid to help you fix it.

What Actually Makes A Customer Come Back

Small moments of being noticed. Nick described an associate at a local Do it Best store spending 20 minutes with him on a replacement cartridge for a dripping shower head, an item the store made almost no money on. He bought other things on the way out because the service was that good.

His second example is not from the trade. At a windy outdoor hotel brunch, a guest mentioned she wished she had brought a hair tie down from her room. The waiter overheard, fetched one, then went to every other table outside offering hair ties. All you have to do is listen.

“People want to know that they’re noticed,” Nick said, and little things prove you know they exist. Stefanie’s version is shorter: people buy trust, and trust is what brings them back when the technology and the staff and the generations change around it. That is customer experience doing the quiet work a promotion cannot.

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How An Internal Auditor Ended Up Running Sales

Nick moved from internal audit into sales leadership because his CEO wanted a fresh read on the sales organization, not another natural closer. Dan Starr, CEO of Do it Best, asked in the interviews how Nick would handle significant change in the sales organization. Nick thought the question was hypothetical. It was the job description.

His value was the absence of habit. He had no preconceived notions about where value lies or how members should be served, so he could look at the co-op’s position against its competition and the needs of its customers from the outside. He planned to spend about a year evaluating before changing anything. Roughly 30 days in, he decided one thing had to change right away.

The pattern repeats through his story. A retiring executive asked twice in one-on-one meetings whether Nick had ever thought about an MBA, then took him and his wife to a Notre Dame game and asked once more with the sun on the Golden Dome. Nick applied, got in, and still suspects strings were pulled. What he took from the program was not strategy or supply chain. Sitting in a hotel parking lot before his first day, he spent 30 minutes convincing himself to walk in, because he felt like a phony. The lesson was belief in himself, earned by holding his own alongside chief executives while, as he put it, he “was just this internal audit guy.” It is the kind of career growth no ladder diagram predicts.

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What The Executive Of The Future Looks Like

Balanced. Nick credits the line to Leo Burke, a professor he had in his first week at Notre Dame, who told the class the executive of the future will be of sound mind, body, and spirit. The signal, as Nick reads it, is that the next generation coming into the workforce wants a balanced leader and will not follow somebody who is only about one thing. In business, that one thing is usually business.

He works it literally. After training for a marathon and netting about two pounds of weight loss, he concluded you cannot outwork your diet, switched almost entirely to strength training, and says he has not had random lower-back pain in two years. He also says leadership is the most important thing he does, across thousands of employees he tries to know by name and by what is going on in their lives, a set of leadership skills that has nothing to do with the org chart.

How To Turn A Red Area Into A Plan

This is the part worth printing and handing to a store manager. Work it in order, because Retail Pulse is built to move you from a color to a conversation to a change.

1 Share your point of sale data with the co-op The comparison only exists because thousands of Do it Best locations contribute what actually sold at the register.
2 Open the floor plan view You are looking at your own layout from above, not a table of numbers.
3 Read the colors before you read anything else Green is beating your peer set, yellow deserves a look, red needs work now.
4 Take the red and yellow areas to your territory sales manager The suggested solutions are built into the tool and delivered through that conversation.
5 Work one area, then check the color again Retail Pulse sits on a three-year roadmap, so treat it as a standing review rather than a one-time report.

What To Do With This On Monday

Pick one area of your store you have been arguing about on instinct and find out what comparable stores do with it. If you are a Do it Best or True Value member, that means asking your territory sales manager for the Retail Pulse view of that area, then working one suggested fix before the next market. If you are not a member, ask whichever group you do belong to what data it is already holding on your behalf.

Then decide which game you are playing this year, and be honest about whether doing just enough is still enough. More on the systems behind independent retail is in Tools & Systems.
Be seen. Be known. Be chosen. Become unmistakable.

Mentioned In This Episode

Everything Nick and Stefanie referenced, in one place.

People & Companies

Nick Talarico, Do it BestChief Operating Officer, Do it Best Group
Do it BestThe co-op that launched Retail Pulse
True ValueAcquired by Do it Best out of bankruptcy, 2024
United HardwareAcquired by Do it Best before the True Value deal
Retail PulseDo it Best’s pooled-data floor-plan tool
Modern Wisdom with Chris WilliamsonWhere Nick heard the winner’s and loser’s game

Questions From This Episode

Retail Pulse is a data tool Do it Best launched at its Spring Market in Denver. It shows an independent retailer a bird’s-eye view of the store floor plan colored green, yellow and red, based on how each area performs against comparable stores in the co-op. Suggested fixes are built in, and a Do it Best territory sales manager walks the retailer through the yellow and red areas.

Green means that area of the store is outperforming its peer set, the group of comparable stores Do it Best measures it against. Yellow means the area is worth looking into. Red means it needs attention now. Nick Talarico, Chief Operating Officer of Do it Best Group, said the color system exists so a retailer acts on a picture of the floor instead of sitting and reading reports.

Do it Best bought True Value to keep True Value retailers from losing their primary distributor. Nick Talarico, Chief Operating Officer of Do it Best Group, said the company did not have to buy it. True Value was going through bankruptcy, and Do it Best could have waited and picked up the pieces, but that would have left thousands of independent retailers scrambling for their main source of product.

Do it Best has 9,000 locations, and thousands of them share point of sale data with the co-op, according to Nick Talarico, Chief Operating Officer of Do it Best Group. That shared data, combined with the co-op’s own wholesaler numbers and data from strategic vendor partners, is what makes a peer comparison possible for one independent store that could never assemble it alone.

The loser’s game is won by not making mistakes. The winner’s game is won by making the difficult play. Nick Talarico, Chief Operating Officer of Do it Best Group, borrowed the idea from tennis. An amateur gets the ball over the net and lets the opponent miss, while a professional has to make magnificent shots. The skill is knowing when the field got strong enough that the basics stop working.

Start with your Do it Best territory sales manager. In the episode, the solutions attached to a yellow or red area are delivered through that territory sales manager, which makes them the route in for a member store. Nick Talarico, Chief Operating Officer of Do it Best Group, also said Retail Pulse is not a one time launch and sits on a three year roadmap, so more will arrive over time.

Full Transcript

Lightly edited for clarity. Click any timestamp to jump to that moment in the video.

Episode Transcript

3 speakers · 39:00 · 12 chapters

Why Do it Best Bought True Value · 0:00

Nick Talarico

The primary supplier for all those retailers with True Value was True Value. By taking their primary distributor away, they were all gonna be left scrambling. So we believe the best thing that we could do for the retailer was to come in and buy the organization.

Stefanie Couch

I've heard so many people throughout the last two or three markets that I've been at where True Value members have been here talk about how much they appreciate that somebody did think about them in the whole deal.

Live From The Spring Market · 0:49

Stefanie Couch

Welcome to the Grit Blueprint Podcast. I'm your host, Stefanie Couch. This is a spot where leaders talk about the stories, strategies, and systems that win in the building industry. We unpack how leaders and brands build their reputations and become unmistakable. Welcome to the Great Blueprint Podcast. I'm your host, Stefanie Couch, and I'm here today on the show floor at the Do it Best Spring Market with the president of Do it Best, Nick Talarico. Welcome to the show, Nick.

Nick Talarico

Hey Stefanie.

Stefanie Couch

We are on the last day of the show. We're getting ready to wrap up. It's been a really awesome weekend from my perspective here in the glass box. But what have you seen? Tell me what your experience has been this week.

Nick Talarico

Yeah, we're we're down to the last couple hours here, and uh it's been an awesome time. Our first time in Denver. At least at Do it Best. I know True Value's done it before, but it's our first time as a collective group here in Denver, and it's been outstanding. We've had a great turnout, great uh positive reaction from all of our members. We had Dirk's Bentley last night. It was awesome. Put on a great show. I've never been a huge country music fan. Yeah. I love music though, so I was able to like really appreciate the musicianship, the guitar playing was awesome.

Stefanie Couch

You know what I loved about it? It was at six o'clock.

Nick Talarico

Oh my gosh. Yeah.

Stefanie Couch

Out and had dinner and was still in bed by like 8 30 or 9. It was amazing. I was like, I wish every concert was like.

Nick Talarico

I totally agree. What does that mean about us?

Stefanie Couch

I'm that I'm an old lady for sure. I don't know what it says about you, Nick, but I will tell you. I'm an old guy. Yeah. I mean, I was like, this is if I could do this at every concert, I'd go to concerts all the time. I can't do that. 10 p.m. start with a two-hour warm-up.

Nick Talarico

Well, it was funny too, because at one point in the very beginning, he said, good evening.

Stefanie Couch

Yeah.

Nick Talarico

And he said, or I mean good afternoon. Well, we're somewhere between the evening and afternoon. Yeah. Perfect time for the concert. So anyway, we had a great turnout last night. The place was packed. Someone told me there was a mosh pit. I said, I don't think that's really a mosh pit. No punches were being thrown.

Stefanie Couch

No.

Nick Talarico

So uh yeah, but uh that was great.

Retail Pulse, Launched At Market · 2:46

Nick Talarico

But uh, you know, to me, we we talked a lot about innovation this market and how we're using innovation to help our members at retail and dealers at retail. We launched Retail Pulse, which was, you know, it was something that we've been working on for several years.

Stefanie Couch

Tell me a little bit about Retail Pulse. What is it? What's it gonna do for members?

Nick Talarico

You know, when we look at what we can bring to our membership, one of the unique things that we have is we have 9,000 locations now, and there are thousands of them that share their point of sale data with us, and we have our own wholesaler data, and we have data from our strategic vendor partners. So you take that whole universe of data, and it's like, okay, everyone has data, but now we have data that we can share with you from others in in the right way. But how do you do that? That's easy to use so that you're not sitting there just looking at reports. So, what we did is we created a tool that basically takes the data and helps you visualize it super simple. So, like green, yellow, red. Think of your floor plan, like a bird's eye view of your floor plan, green, yellow, red. The green stuff, hey, you're doing better than your peer set. The yellow stuff, hey, we should probably look into that in red. We definitely need to dive in. And then there's actually solutions baked in that your territory sales manager would talk to you about on how to improve an area that's red or yellow. So that's kind of it in a nutshell, but we're really excited about it because our whole point at Do it Best and True Value is to, you know, serve the independent retailer and to help them be the best versions of themselves. And this with this tool that helps.

Stefanie Couch

Yeah, growing up in an independent lumberyard and harbor store myself, you know, it can get pretty lonely trying to find solutions to big problems that maybe you don't have time or money to solve by yourself. But I love this co-op model that you guys are doing the work on the front end. Say, hey, we'll do the research, we'll get all this amazing data that you could never have access to, and then give you a path for that really helps you grow your store. And I also like the red, yellow, green. Simple, easy to know what to do and what not to do and move forward.

Nick Talarico

Sometimes the the best and most powerful tools are the simplest.

Stefanie Couch

Yeah. There's a lot of data out there, and knowing how to use it and what to do with this, it's a big problem to solve. Exactly. That's awesome.

Nick Talarico

And it's not a one-time launch. We have like a three-year roadmap, so we're gonna make constant iterations and improvements on this. It's gonna be really exciting.

Stefanie Couch

That's great. What else you got going on in this market?

Nick Talarico

That was definitely the big thing. So, you know, now we have six months, so we're gonna have to do it all over again.

Stefanie Couch

I will say uh it is amazing to me that it's all already been six months since the last market in Indy, and we're going back to Indy in September. You guys have a huge turnout of all your markets. That one's kind of home base area, and I love that show. It's amazing. So I I like the outdoor show at that one, all the grills, the food. Do it best market is a can't miss advent.

From CPA To President · 5:26

Stefanie Couch

I want to talk a little bit about you and your background because you have a really great story. I don't know how many people know your story, but you are now running an amazing organization, almost six billion in annual sales, thousands of members in stores all across, really not just the US, uh other places as well. And your story doesn't start like a lot of people's maybe that have run companies. You actually started as an internal auditor or a CPA, and you came up through the finance side of Do it Best. But then you made a jump into sales leadership, which obviously went into now you being the president of Do it Best. So I want to talk a little bit about your story and maybe help inspire some others. I know I'm inspired by your story of how you got here and some of the things that you went through. So tell me a little bit about when you're walking the floor and thinking about where you are and where you've come from. Is it kind of surreal? How do you feel being being in this this position now, the true value acquisition? Y'all have done so much in the past few years. A lot going on. How does it feel walking the floor?

Nick Talarico

First of all, I'm humbled. I mean, I get to work with and for amazing people.

Stefanie Couch

I agree with that. It's a great company.

Nick Talarico

If you think of the independent hardware, home improvement, lumber yard space. We deal with salt of the earth folks. And there's a great relationship that's built with so many, so many people walking this floor. And I just love seeing them. I love seeing their children, hearing about, you know, Brian Mundy yesterday from Hackman Lumber tells me his son just got engaged yesterday here. It's like, and I saw him again today. Well, they were on a hike, I think. Yeah. Although we have had members that were married at a market, believe it or not. What? Yeah, Jay and Karen Johnson.

Stefanie Couch

That's the coolest thing ever.

Nick Talarico

Married at a market.

Stefanie Couch

All right. If you're listening to this and you're interested in having your wedding, we have dates open in September for a do-it-best wedding. We will allow you to come into the podcast booth and get married right here, right on the floor. Nick, mighty, will you officiate?

Nick Talarico

I don't think I am allowed to.

Stefanie Couch

You can get it online. No, we can have that in 24 hours or less, Nick. We can make that happen for you. That's really cool.

Nick Talarico

I get to deal with amazing people. There's no other industry like this. So, first of all, I'm humbled. It's a it's just such a fantastic organization. No, my career path is not normal, it's not typical. If I go back to that kid back in 2009 and say this is what your career path is going to look like, there's no way I would believe it. It's just you don't hear about this very often. So I've just been so fortunate that people have believed in me and uh given me the opportunity.

Stefanie Couch

I want to talk about that. You told me a story about someone early in your career that not only believed in you but pushed you to be a version of yourself that he kind of felt like you you could be, I guess. Tell me a little bit about that. Uh, you said no a few times to some of his ask, and it all culminated at a football game. So tell me about that story.

Nick Talarico

It's one

The Notre Dame MBA Turning Point · 8:19

Nick Talarico

of my favorite stories because it changed my life. But you you gotta you gotta maybe go back a little bit more in time to know that my first job out of school was uh, you know, I didn't enjoy my job, I didn't enjoy the company, and kind of I was newly married and kind of went through this multi-year deal where I was just just not enjoying what I was doing. So I changed career paths, and that's when I went into public accounting actually first. And do it best was a client of mine. So I had three years of working with do it best. I got to peek behind the curtain, see what the culture was like and what these people were like was so unique and so different. And yeah, it's a big company, but that wasn't the draw to me. The draw to me was the people. And I remember the first day I started, I remember vividly walking to my office from orientation, thinking I'm gonna retire here.

Stefanie Couch

Wow.

Nick Talarico

It was just that kind of a moment, but it was a big change going out of public accounting in into do it best, and that was in internal audit. I had the ability to report to a gentleman who was our COO at the time for for about nine months or so. And this guy was really intelligent. Like I really looked up to him. I've had the benefit to work with just great men, and he was one of them. And yeah, you know, he'd announced his retirement. I was kind of crushed because I enjoyed working with him so much. I had so much to learn from him. And at one of our one-on-one meetings at the end of it, I always left a spot in our agenda for is there anything you want to talk about? And it was the answer was always no. For nine months it was no. And then one day he said, Yeah, I have a question. Have you ever thought about getting your MBA? And I said, actually, no. I have my CPA. I just don't know if there's a whole lot of value in that. And he just let it go. In fact, it was such a throwaway kind of moment that I didn't even talk to my wife about it, which is rare for me. Uh, fast forward two weeks, same exact meeting, get down to the end of it. I said, Anything you want to talk about? And he said, Well, yeah, have you ever thought about getting your MBA? And I remember thinking, well, no wonder why you're retiring. We just had this conversation two weeks ago, and you don't even remember having it with me. I said, You know what? Maybe let me give it some thought. So maybe a couple weeks go by, and and he he called me and he said, Hey, I have two extra tickets to Notre Dame Navy. Uh, would you and your wife want to go to the game? And I, you know, I grew up in Catholic education. I grew up, you know, watching the Irish and Lou Holtz, who just unfortunately passed away a couple days ago. Great, great coach, great man. And so I jumped at the opportunity. We we drove up there, we met him and his wife walking around the campus. And if you've ever gone to Notre Dame, you know there's the Golden Dome. And before the football game starts, the band marches and they play the Notre Dame Victory March. And so, anyway, we're out there getting ready to watch the band play. It's a I'm gonna elaborate on this story a little bit, but in my mind, this is exactly how it played out. So we're standing there, it's an overcast fall day, bands marching in, the sky parts, the sun's shining down on the dome, angels are singing, and Dave looks right at me and says, How about that MBA? And I said, Well, if I was gonna do it, there's only one place I want to go. And he said, Where's that? And I said, Right here. He said, Do it. And just telling you that story, I can feel I can feel my heartbeat fast because it was just such a surreal moment. I know Notre Dame won that game, but I don't know if I watched a play because the whole time I was talking about or thinking about that, and uh the whole game. And then my wife and I got in the car and we drove home. I'm like, you know, I can believe what just happened. You know, is as you were watching the game, I was thinking about this, and wouldn't that be just an amazing experience? It was about a two-hour drive home, and I'll never forget I was so excited, and I pulled into our driveway. And as soon as I hit the driveway, I remember saying to her, Who am I kidding? There's no way I can get in there. And so I was like super high to like just uh the reality hit. And I don't know what happened. I I still think he pulled some strings for me, but somehow I got into that program. So that's kind of the story of someone who believed, you know, in me and saw something in me that frankly I didn't even see it my in myself.

Stefanie Couch

Yeah, you get in, yeah, you go to Notre Dame, your MBA. What happens next? First week happens.

Nick Talarico

Oh my gosh. Well, so you know, there's an interview process, and I had to apply and all that stuff and and get through that. And in the meantime, this gentleman does retire. Uh, and and then Dan Starr actually picked up the ball and and helped me out the rest of the way. So yeah, but I get I get to campus, drive down Notre Dame Avenue, pull in. We were staying at the Morrison, which is a hotel right there on campus. And I remember I actually video, it wasn't smart, it wasn't safe, but I actually remember videoing on the way in because I just it was such a surreal moment. And my very first day there, I I sat in the parking lot of the Morris Inn. I got there early because I always get to places early, and I sat there for 30 minutes trying to convince myself that I needed to do this because I just felt like a phony.

Stefanie Couch

Yeah.

Nick Talarico

And I I remember talking to myself in the car out loud, saying to get one shot at this, you need to make the most of it. And uh, I was just so blessed to my first my first year team, Six Horsemen is what we called ourselves. You remember the four horsemen of Notre Dame, and and we were the six horsemen. We just had such a great team, and all every all of us were just all about just totally getting immersed in the program, getting every aspect of it from the schooling to the athletics to just the team building. It was just such an amazing, such an amazing experience.

Stefanie Couch

You were really determined to like make the best of this opportunity because I know you told me that you didn't think you you deserved it or that you wouldn't be able to get to it. So, how'd you capitalize on that? And how has it changed your career since going through that opportunity?

Nick Talarico

Well, one of the things I had to learn about myself is how to study. Uh that actually that was actually a habit that I formed in high school was doing just enough to get my parents off my back. Yeah. And uh when I actually sat for the CPA exam is is actually how I learned how to study for real. Uh so you know, going into the MBA program at Notre Dame was was just great because I was able to go in and continue that. But you know, it's kind of funny. The the best thing that I learned at Notre Dame, great university, great ath academics, had nothing to do with strategy or supply chain or accounting or any of those. It was really belief in myself. That's what I learned because that program, I was with CEOs, I was with COOs, I was with MDs, and I was just this internal audit guy. And to be able to be shoulder to shoulder with with people that were really successful and to be able to hang a bit was was just a great experience.

Stefanie Couch

Yeah. Leveling up when you're around people that challenge you to be better than you ever thought you could be. It's something special that happens when you're around other people that are high performers.

Winner's Game Versus Loser's Game · 15:35

Stefanie Couch

Yeah. Well, I want to talk about a story you told me that you actually, I think maybe read this story, and I absolutely love this. You you share this with your shell sales team. Tell me about the winner's game and the losers game. What is that all about?

Nick Talarico

So yeah, I didn't read about this. I actually heard it in a podcast, one a podcast that I really enjoy listening to. And they talked about the winner's game and the losers game. And when it when they were talking about it, I thought, man, that just makes so much sense in the world. So the winners game and the losers game, they talk about the sport of tennis. How it was described is tennis is a wit winner's game and a losers game. Now I played tennis for a year in high school, so I was kind of interested in where this was going. But basically, the premise is when you're an amateur in tennis, tennis is a loser's game. All your biggest job as an amateur is just get the ball over the net. If you can get it in the box and over the net, let your opponent make the unforced air. But when you get to the higher levels of tennis, it's not a loser's game, it's a winner's game. You have to make magnificent shots in order to win. And the key is knowing when you're getting to the winner's game. Because if you're playing a really good opponent and you're playing a strategy of the loser's game, you're gonna get smoked because they're gonna make magnificent shots. Yeah. So I did tell my sales team that a couple markets ago in our national sales meeting because I was thinking about the changes that were happening in our industry. We had just acquired true value, and I wanted to put a perspective out there. You know, we we went through a time where everyone was going after true value. We could play a bit of the losers game, just showing up, being there, doing the basic stuff. We could gain some traction, and we did. But now they're out of the ring, and there's only a couple opponents left. So, how how do we switch our perspective to the winners' game? And the and the funny thing too is I've used this with my children. My my 16-year-old uh Pierce, he he's had a job for a couple years now. He started when he was 14, works at a local uh Mexican, like quick service, like Chipotle kind of restaurant. And I'm like, dude, you just play the play the loser's game. Like you show up and you smile, get be there on time, keep your phone in your pocket, smile, greet customers. Like you're gonna be so far above everybody else your age. And my oldest Harrison just got a job too, and I told him the same thing. It's like he's working doing valet parking at a hotel in India, actually. And I'm like, what's your job? And he's like, I'm gonna be a valet driver. I'm like, no, you're the first person that a customer sees when they get out of their car at the JW Marriott. You're the first customer experience interaction. That's your job. You're the first person they see and the last person they see. So what are you gonna do to make sure that's the difference? Like, just show up and smile. Yeah, be engaged, listen to people. Like those are the things that I think really, you know, as you're raising boys, I have three boys. Like those are the things that I think can be really powerful. Simple learning lessons that can be powerful in their life.

Stefanie Couch

So, how do you know when it's time to switch from one game to the next?

Nick Talarico

Yeah, that's the secret, right? The secret is knowing when you when doing just enough isn't enough anymore. And that's you know, there's probably a bit of art in that and just going with your gut.

Tiny Moments That Build Trust · 19:02

Stefanie Couch

Customer experience, you mentioned that talking about your sons, but also I know it's important to do it best and in true value, but uh it's also important to your members that are out here. What do you see people do that's just that little bit of extra experience that makes things uh unreasonably great for them and they they can't help but return? What do you see

Stefanie Couch

some of these members doing that just wows you?

Nick Talarico

All of our members, I think, can do a great do a great job, and they really have a knack for serving their community and doing customer service things is an easy way for them to do that. Personalized service. I had a plumbing is issue at my house one time, a dripping shower head, and I had an associate, a local do a best store spend 20 minutes with me on just a little cartridge or you know, replacement cartridge that I needed to put in the in the shower head. And I thought, wow, I can't believe I mean they made no money on that, is what I was thinking. They spent so much more, and I actually bought other things when I was leaving because I was like, that was amazing service. I don't think it's like super crazy above and beyond things. And I'll give one outside of our industry. I I I travel a lot, as you can imagine. And I was at a hotel uh a few weeks ago, about a month ago, and my wife was telling me this story. She was having brunch, I was in a meeting, she was having breakfast or something, and it was outdoors, and there was uh a lot of wind that day, and she was talking to another lady, and the other lady said, Oh man, I wish I brought a hair tie down from the room. And the waiter overheard this and went and got hair ties and came back and gave her a hair tie. Like, all you have to do is listen, that person, like, what amazing customer service. And do you think that lady is gonna go back? Absolutely. And then he took it a step further because he went to all the ladies outside at every table offering hair ties.

Stefanie Couch

Yeah.

Nick Talarico

It's a cool story.

Stefanie Couch

That is cool. And like you said, it's really is the little things that add up. It's those tiny little micro moments in a store or or with another person that build relationships and build trust. People buy trust. That's what they buy. That's why you keep coming back. And I think that's the most important thing in our industry. Technology is gonna change, AI is gonna change. Even maybe the generations of people working in the stores will change, but won't what will not change is what people buy, which is trust and relationships.

Nick Talarico

Yeah, people want to know that they're noticed.

Stefanie Couch

Absolutely.

Nick Talarico

And you can do little things to make sure that they know that they, you know, you know that they exist.

Stefanie Couch

This episode of the Grit Blueprint Podcast was sponsored by Do it Best Group. Do it Best Group is the largest co op in the world, and they help independent hardware and lumber yards all over North America win. Do it Best offers services, products, and people that can help you win long term. They are the champion of independence. I wanna go back to the switch from the auditor role to sales.

Auditor To Sales Leader · 21:59

Nick Talarico

Yeah. Because to me, Oh, you've heard the story a thousand times.

Stefanie Couch

Actually, every auditor is doing it. It's the weirdest story I've ever heard. Yeah, I know. Because auditors and salespeople usually are a little bit uh maybe of arch nemesis, don't get along type personality-wise. But you have done both and done both well.

Stefanie Couch

So, how the heck did that happen? What does that look like and what was that journey like for you?

Nick Talarico

Do you remember? I can't remember his name, but the guy that played Al Bundy, he's now on Modern Family. He was on Modern Family for the longest time. No one would hire him, I believe, because he was like typecast in the Al Bundy role from Married with Children was the show. That's how I feel about the auditor role. It's like I was typecast in that I've actually been in sales longer than I was in finance now. But yeah, it's not a common career path. Yeah, right. The story is really as simple as I had someone that saw something in me, and this time it was Dan, Dan Star, our CEO, that uh, like I said before, I didn't see in myself. And I I had raised my hand. I don't know why. I was really naive. I guess I would say I was very naive looking back now, almost 10 years ago, actually. And uh, but I've learned so much from it. And I fell in love with sales.

Stefanie Couch

Yeah.

Nick Talarico

Like I love our sales team, I love what they do, I love how they are positioned to service our members. And what what I didn't know at the time, I thought he was just being funny in the interviews. Like, how would you handle significant change in the sales organization? I thought it was hypothetical. I didn't realize that he wanted me to get in there, he wanted me to evaluate it and then have an outsider input on what really needed to happen. Yeah, and that's that was the value that I brought to the sales org was I didn't have preconceived notions of where value lies and how we service our members. I was able to take a fresh look at it. Yeah, and and that's what we did. It happened way faster than I thought, though. I remember telling them, like, hey, it's gonna take me probably a year to evaluate our our current situation and then then we'll make some change. I want to go change too fast. And I remember like 30 days in here and something, I'm like, we gotta change that right away. Yeah. So yeah, that's what it was.

Stefanie Couch

I think it's funny because the way you just positioned that, he basically wanted you to audit the sales department, which is perfect for you because you were an auditor. So it was really actually a cool perspective to have something different because I know as a salesperson historically, we do have paths, we have pathways that we automatically go down out of habitual things that we do. So I like that other perspective of it.

Nick Talarico

And it's the strat, you're absolutely right. And it was like the strategy and the design. Like, I'm not gonna be the best salesperson. That's not where my value is gonna come from, especially in the beginning. But having that fresh look and that outsider viewpoint and being able to think strategically on where are we positioned relative to our competition, what are the needs of our customers, that's where I really was able to add some value. And frankly, I've always had this. This is a bit personal about how I see the world, but I've had numerous people in my life that have had faith in me and I'm not gonna let them down.

Stefanie Couch

Yeah. You don't want to fail as a person who's got people looking at you saying, I gave you a shot. It's hard to think about even letting them down. I I feel that way a lot. Like, hey, you gave me my shot. I'm gonna go out there and do what I can to make sure I don't I don't let you down.

Nick Talarico

I don't need external pressure on letting people down. I have enough internal pressure.

Stefanie Couch

Yeah, I resonate with that just a just a wee bit. So the last two years has been like a roller coaster wild ride for do it best in 2024. You guys acquired true value before that United Hardware you had acquired. Uh, and true value obviously was in the news a lot. There was a lot that went around. How was that going through that transition?

True Value Acquisition Reality Check · 26:00

Stefanie Couch

And what has the last two years been like for you?

Nick Talarico

It's a generational opportunity for our organization. True value has been around as long as we have, for 80 years. And a big difference between do it best and true value is, of course, brand recognition because they had a national brand for a very long time that they invested a lot of money in. The reason why we did it though was the belief in the independent retailer. We didn't have to do this, right? I mean, this was they were going through a bankruptcy, and we could have just sat there and watched it and picked up the pieces. But what that was gonna do, in our opinion, was gonna put the the primary supplier for all those retailers with true value was true value. That was a primary distributor. And by taking their primary distributor away, they were all gonna be left scrambling.

Stefanie Couch

Yeah.

Nick Talarico

So we believe the the best thing that we could do for the retailer was to come in and buy the organization. And I'm I'm really glad that we did. It has been a challenge because, as you can imagine, acquiring a billion plus dollar organization is a challenge. Acquiring a billion dollar plus organization that's just gone through a bankruptcy, that's a whole nother thing. So we're working through it. We knew it wasn't going to be an overnight turnaround. And but I've been really proud of the team and really proud of how our our members at Do it Best have supported this, and the retailers at True Value have have also supported it.

Stefanie Couch

Yeah, I've heard so many people throughout the last two or three markets that I've been at where True Value members have been here talk about how much they appreciate that somebody did think about them in the whole deal. Because I know a lot of times that one store owner that is totally dependent on that, they don't get thought of in the Ivory Tower decision sometimes or in the bankruptcy court decisions. And so I think it's really cool. And I know that a lot of people are super happy about it. So it's been fun to watch and I'm excited to continue to watch where it goes. Well, I wanted to ask you one last question and then we're gonna go to the lightning round.

Nick Talarico

Oh, okay. All right.

Stefanie Couch

You actually said something that I I thought about a lot since you told me this, uh, really from my perspective of like what does being a person that's leading people mean? What's the executive of the future look like? And you said that you believe the executive of the future will be of sound mind, body, and spirit. So it's

Sound Mind, Body And Spirit · 28:20

Stefanie Couch

not just about business, it's about more than that. And that people do not want to follow someone who's out of balance. What does that mean to you? And why do you say that?

Nick Talarico

Well, first of all, one thing that I always struggle with is I I don't feel like I'm a very creative person. So I can't take credit for the quote. The quote actually comes from a gentleman, a professor I had named Leo Burke, and it was that very first week, and he said, the executive of the future will be of sound mind, body, and spirit. And you know, 14 years later, whatever it's been, that's just really resonated with me. And I I try hard personally to do that. But, you know, what what he was essentially signaling is the next generation that comes into the workforce, they're gonna want a balanced leader. They're not gonna want somebody, they're not gonna want to follow somebody that's only about one thing.

Stefanie Couch

Yeah.

Nick Talarico

And in business, that's typically about business. So it's like, what are you doing in those three components of your life? How are you how are you gonna be of sound mind, be a you know, an intelligent person, body? Are you are you going to be healthy and and spirit?

Stefanie Couch

Yeah.

Nick Talarico

And he, you know, and he left it pretty loose for us to kind of fill in the blanks there, but to me, it just really hit home. And it's something that I've I've really tried to work on myself.

Stefanie Couch

Yeah. I see that in you, and I think it's cool to watch how other people embrace that because it isn't just about the business. You talk about your family, your wife, your sons, all those things. So I really like that you share that.

Nick Talarico

Yeah, I mean, to me, leadership is the most important thing that I that I'm doing. We have thousands of employees around the country that that I get to interact every day, and I try really hard to get to know them as best as I can and know about their lives and what's going on, and just kind of investing in them because it's a really important task for for me.

Stefanie Couch

Yeah. I'm excited to see what the next year brings because I know Do it Best Group has got a lot in store, and uh, I'm excited to see where it goes and be a part of it too.

Nick Talarico

Same here.

Stefanie Couch

Well, are you fired up?

Lightning Round · 30:34

Nick Talarico

I'm ready.

Stefanie Couch

Okay. First question What is the best book or podcast that you have listened or read that has changed the way you think?

Nick Talarico

Okay, I'm gonna go podcast route.

Stefanie Couch

Okay.

Nick Talarico

So there's a

Nick Talarico

podcast called Modern Wisdom by Chris Williamson. That's very good. Very good. Uh he's out of Austin. Yes. But I think he's from the UK. And uh he has different topics with different guests all the time. I think he does like three a week.

Stefanie Couch

Yeah.

Nick Talarico

And there's they're completely like it could be an hour, it could be two and a half hours. He has like Malcolm Gladwell on there. Just to me, it's just super interesting. The way that he does his podcasts, he's super engaging, yeah. Great listener. And he makes it really relevant. I've actually listened to a couple of those. That's where I got the winners and losers game from, actually. I sent them to my sons. Yeah. Like, hey, you guys should listen to this. So that's one, and I'm gonna do another one. Okay. So that to me is like that kind of hits the mind and body kind of part of that. Or I'm sorry, the mind and spirit part of that. But there is one that I listen to for body. So there's one called uh RP Strength Podcast, uh, which is done by Nick Shaw and Dr. Mike Isratel. I think these guys are like bodybuilder kind of guys, uh, but just fascinating, fascinating content and how they think about nutrition and working out. And it actually changed how I view health because for the longest time I was really into running. I hate running, but to me it was like that's the best way to burn a lot of calories. But I I I trained for a marathon a few years ago, and in my mind, as I was going through training, I was like, you know, I'm gonna be running a lot of miles a week. I'm gonna eat whatever I want.

Stefanie Couch

Yeah.

Nick Talarico

Because if I'm running on a random Saturday, 14, 15, 16, 18 miles in this training program, I'm gonna have five guys. I'm not gonna feel guilty about it. And the weirdest thing is I would have thought I was gonna lose like 20, 30 pounds in that. And I lost like two pounds net net.

Stefanie Couch

Yeah.

Nick Talarico

And uh the reason why is because you know, you can't outwork your diet, yeah, is what I learned the hard way there. So then I started listening to these guys, and they were talking about the importance of strength training. So I actually haven't run, but maybe six times in the last two years, and really all I do is strength train anymore. And I feel fantastic. I don't have random lower back pains. You know, when you start thinking about concerts at six o'clock at night, you also have to work worry about throwing out your back when you sneeze. Yeah. Uh sneezing can be very violent.

Stefanie Couch

It can. Uh, but yeah, scary thing when you start sneezing.

Nick Talarico

Yeah, strength training and stuff's helped me, and I haven't had back pain in two years. So that's great.

Stefanie Couch

I think you and Ben would get along. So he we we both listen to modern wisdom and he loves my Israel tell stuff. Do you really? Yeah. So uh, so yeah.

Nick Talarico

I don't know if I'm supposed to do that, but you can break there is a guy sitting right there named Ben.

Stefanie Couch

He's here. We only show his hands on this podcast.

Nick Talarico

But you know what I'm talking about. RP Strength is a great podcast.

Stefanie Couch

He loves it.

Nick Talarico

And Dr. Mike has these random analogies and anecdotes that are that are crazy. You're gonna want to make sure your kids are of a certain age to listen, but yeah, not not it's PG 13 plus. Oh, yeah, it's definitely more than okay.

Stefanie Couch

Well, those are two good ones, so I love that. All right.

Nick Talarico

That wasn't very lightning round-ish. Sorry.

Stefanie Couch

Lightning can can be longer. You never know. It was it was in the distance. It was a good answer, though. All right, what's the best advice you've ever received?

Nick Talarico

This has been recently, actually. Uh a member of ours pulled me aside last July and said, be yourself. You just keep being you. And I try really hard to be me. Yeah just be authentic. I want to be the same person at home to my wife and kids as I am to you, as I am to the team out in the out on the market floor right now.

Stefanie Couch

Yeah. It's so important because it is sometimes easy to think like, well, if I was just a little more this or that, but you're you for a reason, and you're the only you, yeah. And people are either gonna love it or hate it, but I'm just gonna be true.

Nick Talarico

Be true to you, yeah.

Stefanie Couch

That's exactly right. All right, next one is what is something that people might be surprised to know about you.

Nick Talarico

The friend of mine that really inspired me years ago, he's a doctor. He actually delivered our children, Todd Rumsey. And every time I was around Todd, I was like, this guy's like a renaissance man, he's building cabinets, he plays cello, he's like does all these things outside of being a doctor. Like, and so he's inspired me. And so those those kinds of things I get a lot out of trying stuff new that I don't think I can do because I've surprised myself. So during COVID, I got really into woodworking. Uh, I play guitar.

Stefanie Couch

What kind of guitar do you have?

Nick Talarico

Like brands, or like I'm a music nerd. So I mean, I love Taylor guitars.

Stefanie Couch

That's my favorite too. I was hoping that's what you're gonna say.

Nick Talarico

I actually saw, I actually went to their uh factory in California 10 years or uh in yeah, it was 10 years ago. Almost yeah, 10 years and two months ago, and got to visit their factory. It was an incredible experience. But yeah, I have acoustics. I I like acoustics, I like electric, I like bass. I just like music.

Stefanie Couch

Yeah, me too. Um, there's something cool about people who are musical. You said you're not creative, but that's a lot because music is creative.

Nick Talarico

Yeah.

Stefanie Couch

Come on. Yeah, I don't write my own stuff. I don't write my own stuff.

Nick Talarico

Yeah.

Stefanie Couch

Okay, well, next podcast are we gonna see? Are we gonna do a little duet next time?

Nick Talarico

Uh yeah. Not if this music's playing this loud above us.

Stefanie Couch

Well, I can probably remedy that. All right. Is that all it's gonna take to do the duet?

Nick Talarico

Yeah, let's do it.

Stefanie Couch

Okay.

Nick Talarico

Are you thinking like Lady Gaga, like shallow, like that kind of a duet?

Stefanie Couch

I'm off the team!

Nick Talarico

Wow, bravo! This is your part. I'm just gonna sit here and clap. You nailed that.

Stefanie Couch

Thank you.

Nick Talarico

With music blaring in the background, that's not that side. That was impressive.

Stefanie Couch

All right, last question grit is blank.

What Grit Means When You Get Hit · 36:57

Nick Talarico

I'm still thinking about what just happened. Uh, grit grit is absolutely necessary. Like the ability to keep moving on. So I grew up on watching the movie Rocky, you know, Rockies. That's what

Nick Talarico

Sylvester's still on. I'd love to get a chance to meet him sometime. But there's a line he has in there. I'm I'm probably gonna butcher it. But life isn't about getting hit, it's about getting hit and keep moving forward. And to me, that's what what's grit's all about. And you know, a lot of people don't see that, probably. Uh maybe in me or or even you, you have you've had a successful career, but how many times have you taken a punch right to the nose? Yeah, and you know, you just keep moving forward.

Stefanie Couch

Yeah. I feel like that's every day with entrepreneurship. Yeah. Trying to figure it out, you know, there's so much stuff I don't know. And I'm like, man, why am I so bad at everything? Yeah. Well, it's it's hard when you're uh, you know, when you're when you want to do well and uh you don't want to fail, but you have to to get to where you want to go.

Nick Talarico

But you're not average. The average person is gonna get hit and they're gonna want to quit. And that's why Gret's so critical is just to keep keep moving forward.

Stefanie Couch

I love that. Well, thank you for joining me.

Nick Talarico

Thank you.

Stefanie Couch

And I will see you in Indy with your warm-up already done so we can do this tuet together.

Nick Talarico

All right, I'll bring a guitar with me.

Stefanie Couch

Okay.

Nick Talarico

I'm not gonna do an a cappella.

Stefanie Couch

Stake on that deal.

Nick Talarico

Let's do it.

Stefanie Couch

I love that. All right. Well, thank you for joining us on the grit blueprint. And if you are interested in learning about do it best and true value and growing your business, you can contact us and we will see you on the next episode.

Nick Talarico

I think she's serious.

Ben Couch

She is.

Stefanie Couch

Oh, I don't make deals on keep my friends. Thank you for listening to the Grit Blueprint podcast. If this episode helped you think a little differently about how to show up, share it with someone in your building world who needs it. If you're ready to turn visibility into growth, then head to gritblueprint.com to learn more and book a call to talk to us about your promotion strategy.

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Stefanie Couch

Hosted By

Stefanie Couch

Founder of Grit Blueprint and Grit Guide, and host of The Grit Blueprint Podcast. Stefanie is a third‑generation building industry professional who grew up in her family’s contractor lumberyard and hardware store and spent more than twenty years selling building materials, including windows, doors, and millwork through two‑step distribution, before founding Grit Blueprint. She has sold on the road, run a territory, and sat on the same side of the table as the people she interviews, which is why the conversations go past the surface.

Stefanie Couch

Pink Hat Takes

Stefanie Couch

Founder & CEO, Grit Blueprint. Host of the show.

Technology Will Change. What People Buy Will Not.

I grew up in an independent lumberyard, so I know exactly how lonely it is to look at a big problem you do not have the time or the money to solve by yourself. That is the part of this that gets me. Somebody did the research on the front end, got the data a single store could never access, and handed back a path forward. Green, yellow, red. Simple enough that you know what to do on Monday morning.

But the tool is not the point. The point is what the tool protects. Technology is going to change. AI is going to change. Even the generations of people working in the stores will change. The thing that does not move is what a customer is actually buying from you, and it was never the cartridge.

“People buy trust. That’s what they buy.”

Stefanie Couch

That line is the test for every system you are about to buy. A dashboard that tells your associate which end cap is red is worth something. A dashboard that pulls her away from the person standing in front of her with the dripping shower head is worth less than nothing. Twenty unbillable minutes on a small part is why that customer came back and bought something else on the way out. The data is there to buy your people time for that, not to replace it.

1 Notice one person out loud every day By name, before you look at a number. The report will still be there in five minutes.
2 Do the twenty-minute favor you cannot bill That is the marketing. The cartridge nobody makes money on is why the next order comes back.
3 Before you buy any tool, ask what it does for the relationship If the answer is nothing, it is a report, not a system.

You Do Great Work

The Right People Should Know It

Grit Blueprint helps building industry companies build authority, earn trust, and turn that trust into revenue.

The Short Answer What Retail Pulse Does Why Pooled Data Wins Why Do it Best Bought True Value Winner’s Game Vs Loser’s Game Why Customers Come Back Auditor To Sales Leader The Executive Of The Future Turn A Red Area Into A Plan What To Do On Monday Mentioned In The Episode Questions From The Episode Full Transcript Stefanie’s Pink Hat Take