With more than 80 years of experience serving California’s customers, Orchard’s new store format is focused on building relationships and giving customers a pleasant and productive shopping experience. The new design was piloted at Orchard’s San Jose Princeton Plaza store, which opened in September 2011. The Princeton Plaza location is one of Orchard’s most successful stores; customers love the enhanced shopping experience and the store has proven to be highly productive.
The Redesigned Stores
The new layout is based on a race-track configuration, which maximizes traffic flow and helps the customer find items quickly. The store also features an expanded and centralized customer-service area referred to as the “Workbench,” where customers get assistance with basic hardware needs such as tool and knife sharpening, rescreening, lock rekeying, pipe threading, and cutting just the size of pipe, conduit, chain, cable or rope you need.
Additionally, an enlarged paint area highlights Orchard’s expansive, high quality Benjamin Moore™ paint selection and a spacious indoor/outdoor nursery and garden supply area that offers direct access from the parking lot. The redesigned stores also feature a distinctive new interior look, which is warm, functional and colorful, and reflects the company’s deep California and agricultural roots.
What will not be changing is the company’s approach to customer service, exemplified by store manager Willie Winston. Orchard believes shoppers desire knowledgeable, supportive sales staff for their home repair, paint and gardening projects, and the company invests in sales associates with extensive expertise and the desire to help. Mark Baker refers to store managers as the CEOs of their stores, and empowers them to make decisions to enhance the shopping environment and customer service experience.
Orchard Supply Hardware Stores Corporation is a neighborhood hardware and garden store focused on paint, repair and the backyard. Founded as a purchasing cooperative in San Jose in 1931, today the stores average 44,000 square feet of enclosed retail space and 8,000 square feet of exterior nursery and garden space, carrying a broad assortment of merchandise for repair, maintenance and improvement needs for the home and backyard. Orchard Supply Hardware is newly independent and trades on Nasdaq under the symbol “OSH.” As of October 12, 2012, the Company had 89 stores in California.