Page 22 - May-June 2021 REPORTER

strong at a cost of emotional stress due
to extremely busy days. Phone calls from
customers who cannot explain what
they want. Plumbing and electrical are
categories that are very difficult to solve
over the phone or by email which adds to
the stress. COVID fatigue is certainly a
factor for their employees and staff.
Customers are also confused about
the provincial regulations; and some are
annoyed that they cannot just walk in and
pick out what they are after.
Another area of concern driven by
the demands of the pandemic is product
shortages which are increasing across the
board in all categories. After all, you cannot
sell from an empty wagon!
When asked what they would have done
differently during the initial period of buying
the store, they felt that the two-week period
of adjustment working with the previous
owner was not long enough to ensure
a smooth transition. Learning the POS,
ordering and inventory management were a
bit overwhelming, but they successfully did
the switch over. The support from Home
Hardware head office greatly helped in the
transition period.
Both Patrick and Sarah are retail people
who value their relationships with their
customers and community. A couple of
examples are: providing free delivery of
needed products to the nursing home
during the pandemic; and stepping outside
the box to provide a wireless Moneris
machine so they could take contactless
payment upon delivery. This has chosen to
be a popular method with the elderly within
the community.
This couple exemplifies that an "Lynn Edey finally working for a living!" - DC
entrepreneurial spirit and hard work are the
keys to success in a family business!

INDEX TO ADVERTISERS

AFA Forest Products .................................... inside front cover Nu-Forest Products (Canada) Inc. ........................................21
At the Lake (ATL) Distributing Incorporated .......................11 Polytarp Products .........................................................................13
Atlas Polar Company Ltd .........................................................7 Programmed Insurance Brokers Inc. ........................................21
Auto-Stak Systems (Canada) Inc. ...................................Insert Sellick Equipment Ltd .................................................................... 9
Castle Building Centres Group Ltd ...........outside back cover Taiga Building Products ................................................................. 5
Nicholson and Cates Limited .......................inside back cover

22 LBMAO Reporter - May-June 2021 www.lbmao.on.ca