What if your store didn’t try to be the biggest in town and became the most unforgettable instead? We sit down with Bob Taylor, President Emeritus at Do it Best Corp, a fourth-generation retailer and former Do it Best CEO, to unpack how independents outmaneuver giants by pairing co-op scale with local soul. From a family business nearing 100 years to leading a national organization through major integrations, Bob shares the decisions, data, and culture that turn customers into raving fans.
We trace his family’s path from early True Value growth to a pivotal jump to Do it Best in the 1980's for better costs, rebates, and fill rates, then explore the recent True Value combination that’s already rebuilding confidence for retailers and vendors. You’ll hear why co-ops work: pooled buying power, deep talent, and tech that help small players “play big” without losing identity. More important, we dig into what scale can’t replace: the second-mile habits that make a local brand unmistakable.
Expect practical plays you can implement this week: greet and guide every shopper, cut wait friction, escort pros to exactly what they need, and follow up after major purchases. We talk about “Unreasonable Hospitality” as a competitive lens. Don’t copy what rivals do well, find what they do fine and make it unforgettable. Add community moments like a Santa event or the best Christmas tree lot in town. Use peer groups to share financials and steal proven ideas. Let technology extend your personal touch across email, checkout, and curbside so consistency becomes your signature.
If you lead an independent hardware store, lumber yard, or building supply brand, this is your playbook to raise the bar, earn trust, and win long-term.

Topics we covered:
• Co-op advantages that keep independents competitive
• Lessons from switching banners based on metrics and culture
• Executing integrations that restore retailer and vendor confidence
• Peer groups and benchmarking for real accountability
• Second-mile service as a daily operating system
• Unreasonable Hospitality and finding gaps competitors miss
• Small, personal gestures that become unforgettable stories
• Niche focus plus events that build community loyalty
• Using technology to play big while staying local

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