October 14, 2025 • 23 mins
I sit down with Do it Best’s Executive Vice President of Transformation and Integration, Marianne Thompson, live from a packed Market floor to unpack how vision-led change, AI, and co-op scale help independents out-execute giants. From last minute 2x4 runs to smarter planograms, service remains the moat while data becomes the drawbridge.
Topics we cover:
• Why transformation beats simple integration
• Aligning teams on vision, why, and roles
• Lessons from 38 years across store ops and supplier sales
• First principles thinking in a traditional industry
• AI for customer insight, personalization, and voice agents
• Faster, more accurate blueprint takeoffs
• Competing with big-box tech and pro focus
• Co-op leverage: e-comm, Toolbox, marketing, merchandising
• Flexible planograms tuned to local demand
• Storytelling as a growth engine for independents
• Advice to a younger leader: follow passion, embrace grit
Be sure to subscribe to your favorite podcast platforms or YouTube and follow the Grit Blueprint podcast to catch more stories and insights from the building industry.
Watch the Video Version
Catch this episode of The Grit Blueprint Podcast on YouTube:
👉 Stefanie Couch on YouTube
Subscribe to Built to Win
Get exclusive insights, tools, and updates from Grit Blueprint, designed to help you lead and win in the building industry.
👉 Subscribe to Built to Win
Connect with Stefanie Couch & Grit Blueprint
Grit Website: GritBlueprint.com
YouTube: Stefanie Couch
Instagram: @StefanieCouchOfficial
LinkedIn: Stefanie Couch
Stefanie’s Website: StefanieCouch.com
👉 What Is Grit Blueprint?
Grit Blueprint is a media and growth company for the building industry. We help ambitious businesses in the building materials and construction industries grow through visibility, storytelling media, and smart systems.
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Marianna Thompson (00:00):
What excites me the most is our vision.
Bringing these incrediblecompanies together, it isn't
just about integrating them.
It's about transforming them tobe this high-performing company
that continues to service ourmembers and truly support their
success.
Stefanie Couch (00:16):
I believe that growth and change is something
that most people think theywant, but it usually can be
pretty painful.
We do want and desire atransformation, but getting
there, it is a journey.
Marianna Thompson (00:27):
I really think if everyone understands
the vision, then it really helpsthem understand, okay, this is
where we're trying to get to.
Our independent retailers'unique value proposition is
their service model of how theyservice their customers.
And the customer demographic ischanging.
If a pro contractor calls inand says, I'm short, 12 2x4s,
(00:48):
they're gonna do everything intheir power to get in the back
of a truck and get it to jobsite within 45 minutes of that
call.
And that is a keydifferentiator.
I agree.
So everyone is aligned to thevision.
Stefanie Couch (01:00):
Welcome to the Grit Blueprint Podcast, the
playbook for buildingunmistakable brands that grow,
lead, and last in the builtworld.
I'm Stephanie Couch, thefounder of Grit Blueprint, and
I'm a lifelong building industryinsider.
I was raised here, built mycareer here, and now my team and
(01:22):
I help others win here.
The truth is, you can be thebest option in your space and
still lose to someone else whosimply shows up better and more
consistent.
Each week on the GritBlueprint, I'm going to show you
how to stand out, earn trust,and turn your brand into a
competitive advantage thatlasts.
(01:43):
If you're ready to be seen,known, chosen, and become
unmistakable, you're in theright place.
Let's get started.
Welcome to the Grit BlueprintPodcast.
I am your host, StephanieCouch, and I am here today with
my guest, Marianne Thompson fromDo It Best.
Welcome to the show.
Thank you.
I'm excited to be here.
(02:04):
And we aren't just on the show.
We're actually on the showfloor.
We're here at Market, and thisis your first market as a Do It
Best member employee.
And you are really getting agood show here because 9,000
people are supposedly in thehouse.
It's packed out.
Marianna Thompson (02:21):
I have had goosebumps all day.
Yeah.
The vibe on the floor is soexciting.
Our members are so excited.
They're so engaged.
Yeah.
There's so much new at theshow, new products, innovation,
new suppliers.
Stefanie Couch (02:37):
Yeah, there's a lot going on.
I was at Power Previewyesterday.
Great new grill line with RoyalKing and Napoleon.
They were all grillingpineapples, delicious.
Um, and then today, just likeyou said, so many things
happening, kids everywhere, dogseverywhere.
There's a puppy booth down theroad.
Um, I'm I haven't escaped thereyet, but I'm planning to
(02:58):
wrangle a puppy, if possible,into my podcast booth.
I think it's a great idea.
Marianna Thompson (03:02):
I was already in there.
I had my uh puppy fix andloving just a little time ago.
And what a great addition justto give people that opportunity
on the floor and just take abreak, have a breath, and just
love these little puppies.
Stefanie Couch (03:15):
Yeah, it is a really great marketing idea.
I wish I had thought of it,honestly, in my podcast booth.
Well, I am excited to talk toyou about your amazing career
that has been spanning retailfor a long time.
But tell me first what you doat do it best, and then I want
you to go back and tell us aboutyour story of how you got here.
Marianna Thompson (03:33):
Yeah, absolutely.
So I am executive vicepresident of transformation and
integration.
It's a mouthful.
It is.
That's a quite a long title.
I tell the team I love it.
And why I love it is because ofhaving the word transformation
in it.
That, you know, bringing theseincredible companies together,
it isn't just about integratingthem.
(03:54):
It's about transforming them tobe this high-performing company
that continues to service ourmembers and truly support their
success.
Stefanie Couch (04:04):
Yeah.
And transformation is such apowerful word.
I feel like most of us in ourlife, when we do something, we
do want and desire atransformation.
But getting there, uh whetherit's a fitness journey or a
change of career or combiningtwo very large, successful
companies, it is a journey.
So I know that you're goingthrough that journey now.
(04:26):
You've been here for a while,but I want you to take me back
because you've been in thisindustry over 35 years.
So tell me about how you gothere and what you've done
throughout your career.
Marianna Thompson (04:35):
I started in this career 38 years ago in
1987, working at a lumber yard.
And what attracted me to gowork part-time at the lumberyard
was I already knew theproducts.
I actually already knew how tobuild.
And that was because reallyyoung, I grew up having a father
who was a plumber, a brother 13years older than I am, and an
(04:58):
electrician.
And we had a family cottagethat we were always renovating.
So whether it was putting in anew holding tank, putting on
addition, doing docks, we werealways building.
I don't remember when I put ahammer in my hand.
Like it was so I was so young.
I remember at the age of 12,uh, roofing the uh shingles on
(05:19):
the roof um at the cottage.
So it really just seemednatural.
So when I needed that part-timejob, I went to somewhere that
felt comfortable.
Yeah.
And I was also excited that,hey, maybe we can get a discount
on the materials.
Stefanie Couch (05:34):
When you love the product and buy it, it is
always good.
Yes.
Um, that's also why I shouldnever work at a jewelry store or
a hat store, Marianne.
It would not be good for mybudget.
Well, that's incredible.
And I'm sure that you'velearned so much that first
little bit at the lumber yard.
What was your job there as apart-time?
Marianna Thompson (05:51):
So I did many jobs.
And after um college, uh fulltime, you know, I was so
fortunate to be on a storemanager training program and
pretty much did every job in thestore except drive the drywall
truck to site.
Yeah.
And that learning of thefront-end operation and the
back-end operation, I trulybelieve is why I'm here where I
(06:14):
am today, really understandinghow our members' business
operate.
In 1997, I went on the road insales for a supplier.
And the entrepreneurs of theindependents, they would say to
me, Marianne, you talk to usdifferently.
You talk to us about inventoryturns.
You know, it's not just aboutthe size of the PO that, you
(06:37):
know, you think about how muchproduct's gonna sit on the
shelf.
Yeah.
You're concerned knowing howsmall our receiving areas are.
And I'm like, yeah, I, youknow, I've lived it.
And I also want to make sure,though, that we're giving you a
program that is going to workfor you.
It's gonna grow sales for you.
So I always had that mindset,right, from starting my career
(06:58):
in sales.
And it's truly because of thosekind of 10 years.
Stefanie Couch (07:01):
I love that.
And I do think peopleabsolutely pay attention to
that.
They see when people aredifferent and when they're
bought in and when theyunderstand the products and the
people and the processes.
Yes.
This episode of the GritBlueprint Podcast was sponsored
by Do It Best Group.
Do It Best Group is the largestco-op in the world, and they
(07:22):
help independent hardware andlumber 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 ofindependence.
So, one of the things that you,I'm sure, help people do in
that moment was actuallytransform their business by
(07:43):
thinking about thingsdifferently than maybe other
salespeople had.
And that's continued.
I believe that growth andchange is something that most
people think they want, but itusually can be pretty painful.
I think about, you know, uhrunning or losing weight or
whatever.
That moment in the gym, a lotof times it's really hard to get
(08:04):
up and go do it every day.
Eventually that payoff isthere, but sometimes things take
a long time and change can bereally hard.
How in your career have youseen people handle change well?
And how do you actually helppeople on that journey and help
them use that ability totransform to continue pushing
through hard times?
Marianna Thompson (08:23):
Yeah, I think one, it really comes to
aligning on the vision.
And I really think if everyoneunderstands the vision, then it
really helps them understand,okay, this is where we're trying
to get to.
And then they really need tounderstand the why.
So, the why are we doing this?
Why is this our vision?
And then really, what's my rolein that?
(08:43):
What role do I play for allemployees questioning that?
And I think if we can help themanswer that.
So, communication is socritical in transformational
change.
Stefanie Couch (08:54):
Absolutely.
And I think allowing people toask questions and to even
question things, sometimes greatoutcomes come from somebody
saying, Why are we doing it thatway?
And then you start to ask thosequestions.
One of the things I've seen themost in businesses that do
transform is implementing afirst principles thinking of
thinking about it in a differentway than what we've always
(09:15):
done.
Our industry is an oldindustry.
It's pretty traditional in alot of ways.
But I'm seeing now people inthe dealers, people in the
distribution channel, all theway up to the manufacturers,
they're starting to reallyimplement some cool innovation,
whether it's tech or even withtheir people.
Are you seeing that?
I mean, what excites you themost about the transformation,
(09:36):
the innovation that is happeningjust generally in our industry?
Marianna Thompson (09:39):
I absolutely agree with you.
Probably we are an industrythat has been slower to bring
innovation, slower to bringchange.
And that's primarily, Ibelieve, because of home
building, right?
That industry was still very umstick built, and we're starting
to see change with that.
But there is this um want ofnew products, there's design
(10:02):
trends, there's this want forinnovation.
There's also this want forquality.
And so I really believe that iswhat is driving what we're
seeing.
And also, there's just touchhigher operating costs.
So, how can retailers do meanthings more efficiently?
Technology plays a big, bigrole in that.
Stefanie Couch (10:23):
Absolutely.
Another thing that I see as ahuge issue, most people tell me
this is we can't find goodpeople, we can't hire good
people.
Well, the next generation ofleaders that are coming in,
especially super ambitious ones,they are going to want the
technology to use in their rolethat they've been using at home
every day for their entire livesbecause they grew up with this
(10:44):
technology.
So I believe that what iscoming with people who are
either the customers or in thebusiness are going to demand
that that technology does keepup.
And AI, I talk a lot about AI.
It's here, it's not coming,it's already here.
And the trajectory of how fastit's changing is it's so rapid
that it really makes my headspin because one week something
(11:05):
comes out and you're like,that's really amazing.
And sometimes you're that's notrelevant to you and you don't
pay attention.
And the next week somethingwill come out that's just
exponentially better.
It's insane.
How are you seeing that?
I mean, are people afraid ofthat type of change with AI?
I mean, what are you hearing inthe in the membership or in the
people you talk to?
Marianna Thompson (11:24):
Well, you know, there's this stigma around
AI that it's disruptor,disruptor.
And I really think in ourindustry, it is disruption, but
it's bringing positive changethat our industry needs.
Yeah.
Uh, most importantly, it'sbringing the consumer insights.
It is so important to um ourindependent retailers of
understanding who their customeris.
(11:46):
Our independent retailers'unique value proposition is
their service model of how theyservice their customers.
And the customer demographic ischanging.
Um, and they also have multipledifferent customer types.
So how they sell to a pro, theservices they offer versus a DIY
customer versus a do-it-for-meis all different, but the AI is
(12:06):
helping them understand theircustomer and get even closer.
Yeah.
And I even think just bringingit to personalization, you know,
sending emails to them that isspecific for what they need or
anticipating they were in andbought furnace filters.
Oh, you know what, we're gonnasend now six months later an
update reminding them they needto change their furnace filters
(12:27):
again.
Stefanie Couch (12:28):
It's very smart.
I I say this a lot.
I think it will enable us to dothe things that we know we
should be doing, but we don'thave time to actually execute.
And so that we can send thosefurnace reminder emails or texts
because it's really hard toactually do that stuff.
There's just so much going on.
Like I worked behind thecounter of a lumber yard where
(12:49):
we had 10 people running alumber yard that was super busy.
And I didn't have time to say,oh, I should tell Joe that he
bought furnace filters sixmonths ago and he should come
back in and buy some more.
But AI doesn't forget.
And it it's easy to setreminders like that.
So I think that's such a goodexample, tactically.
And then you can go as far aswe have voice agents that are
(13:09):
answering people's phones.
You know, I think 78% of smallbusiness phone calls go
unanswered.
That's the statistic from CallRealm.
That is a lot of calls that arenot getting answered.
Seven out of 10 calls justdon't get answered, especially
in the busy season.
What if somebody can answerthat phone that knows your
products and can at least get aname and phone number or an
(13:30):
email to come back and say, heyMarianne, you need to call
Stephanie back.
She's looking for a door orshe's looking for this
lawnmower, whatever it is.
And that's real life today.
So I just don't think peopleknow how to use it or what to
start with.
And that's one of the thingsI'm really passionate about is
just start somewhere super easy,write an email with it, and
then you can see how easy it canbe for you to implement it into
(13:53):
your business.
Marianna Thompson (13:54):
Yeah, you know, you talked about being in
the lumber yard.
It made me think of being onthe contractor desk way back
when.
And, you know, blueprinttakeoffs are so important for
our pro customers, the accuracy.
And, you know, we need AI andtechnology support to make that
process faster, make it moreaccurately so our independents
(14:17):
can get the right amount ofproduct when needed on the job
site, have it sequenced, andreally quote the full job.
Stefanie Couch (14:26):
Yeah.
And the thing that is reallysuper in our face right now is
that these big Titans, orange,blue, QXO, all the colors, they
are implementing technology andAI and they are doing these
things already that the procontractor wants and they're
coming after them hard.
Everyone's fighting over thepro contractor because it's the
best business there is.
(14:46):
And I think in the next two tothree years, you're gonna see
numbers that are hockey stickedand remodel over around certain
categories, windows, doors,other things.
And that's gonna get morecompetitive.
So the more tools you implementnow, the more you'll be able to
compete in six months to a yearwith those other people that
have billions to spend.
That is one thing I love aboutDo It Best group and the co-op
(15:09):
model in general.
Do it best is the largest co-opin the world, and you guys
offer a lot of services and alot of products and people that
someone one lumber yard orsomeone with one hardware store
or five hardware stores can havethe same leverage as someone
with a thousand.
How have you seen that sinceyou've started just really with
(15:30):
the true value acquisition?
It continues to give moreleverage to independence.
How has that been successful?
And what's surprised you aboutthat?
Marianna Thompson (15:37):
Well, you know, that is really the value
of the cooperative is that um amember who has one store has the
scale supporting them of, youknow, basically 8,500 locations.
And it's really supporting howthey service their community.
Yeah.
First and foremost is, youknow, our role is to help drive
(16:01):
foot traffic to their store.
It's to support them growingtheir business, acquiring more
customers, growing that theiraverage ticket with those
customers and reallyunderstanding how what is their
unique value proposition, how dothey service their customer
above the competition?
Yeah.
That service in our independentretailers is our unique value
(16:25):
proposition.
Absolutely.
In addition to that, theflexibility that they serve,
meaning if a pro contractorcalls in and says, I'm short, 12
two by fours, they're gonna doeverything in their power to get
in the back of a truck and getit to job site, likely within 45
minutes of that call.
And that is a keydifferentiator.
Stefanie Couch (16:46):
I agree.
My dad, he uh has a 2001 F-250that he's obsessed with, and he
has driven many a two by four,exactly what you just exclaimed.
As the owner of the business,you know, hey, you need it, you
can't get here.
I got you.
And I think that spirit is whatwill always continue to keep
(17:08):
the independent lumber andhardware store alive, and then
couple that with the scale andleverage that someone like a
cooperative do it best brings.
I don't know that anybody canreally compete.
And I think they need to bemore visible and tell their
stories.
That's something that I feel issuper important.
You our industry is a prettyhumble industry.
(17:28):
Uh, most people aren't wearingpink hats and walking around and
wearing leopard print, youknow.
They're they're justhardworking people and they are
not wanting to be in thespotlight because they don't,
that's not what it's about forthem.
They want their customers to bein the spotlight.
And the stories of our industryare brilliant and they are
beautiful, and they're legacystories, and people need to hear
(17:50):
those.
So I think that that's anotherthing is share your story and
share your customer stories, andmore people will say, Hey, they
solved a problem that I have,and I'm gonna come let them
solve it for me.
Marianna Thompson (17:59):
Yeah.
Stefanie Couch (18:00):
Are you seeing fun stories as you're working
here and you're hearing, I mean,we're on the market, I'm sure
you've seen some things.
Anything that just strikes youthat you want to share?
Marianna Thompson (18:09):
You know, my heart is really full today, and
that comes from those stories.
So, over in our categorysolutions and our true value
assortment city, the storiesthat I've heard and where those
stories come from is theflexibility that we give our
independent retailers for theirplanograms.
(18:29):
We put a lot of science intothe art of merchandising for our
planograms, but we also offerthem the flexibility to put the
right products in that planogramfor servicing their local
market.
And that is another secretsauce of ours, is you know, they
anticipate and know what theircommunity needs.
They and they also hear fromtheir customers and they'll call
(18:54):
in and say, I requested thisitem and this morning on stage
at our merchandising preview, somany new products that have
been introduced are because amember has called in and said,
We really have demand for this.
Can we put it in the warehouseto support our business?
Stefanie Couch (19:11):
Wow.
I wish someone would requestgolden retrievers because
Marianne, that's the only thingI feel like is missing at this
market is golden retrievers.
Maybe I'm the one, maybe I'mthe vendor that will have them
in my podcast booth and I won'tsell them because I'll want to
keep all of them.
I won't leave your podcastbooth.
I know how to get you here now,Marianne, every time.
(19:31):
I'll just tell you that Ibrought my golden retriever with
me and you'll be here in ajiffy.
I love that.
Well, it is cool that you cansolve member problems and you're
willing to think about what isgoing to be happening and how to
continue to innovate with that.
So, what worked five years agois not what's working right now.
And we all know that that'sonly going to continue to
change.
You guys just announce apartnership with Toolbox.
(19:52):
You have e-commerce, you havemarketing solutions, you have
amazing merchandising help wherepeople can get these brilliant
displays.
I love the Studio 695 that'sset up right down the way where
real life you can walk throughand see and touch and feel these
products on the floor here, andthen put those into your
showroom if you have a showroomfor cabinets and flooring and
(20:12):
all those things.
So you're making it really easyfor people.
As you continue this journey oftransformation and integration,
bringing together two, well,really three companies with
United Hardware True Value andDo It Best.
What excites you the most?
And what's next for you on yourjourney in the next few months?
Marianna Thompson (20:31):
What excites me the most is um our vision.
And you know what's reallyinteresting is through these
acquisitions, our vision hasn'tchanged.
And that is really exciting.
It's exciting for the team.
Yeah.
And so everyone is aligned tothe vision.
And now we have this incredibleopportunity to get us probably
even closer to our vision soonerwith these acquisitions and
(20:55):
really build this incrediblecompany that's gonna be the
champion of independence, moreso than what we are today.
Yeah.
Because we can't stay constant.
And what we're gonna build isthe company for the future
that's gonna support our growth,and most importantly,
sustaining the growth that isgoing to support our members'
(21:16):
success.
Stefanie Couch (21:16):
Absolutely.
That's exciting for me.
And I love that champion ofindependence slogan.
It really just resonates deeplywith me, and I know it does
with you as well.
I want to ask you one finalquestion.
If you were to go back and youwere to talk to 25-year-old
Marianne and you were to giveher some advice about how to be
successful in this industry,what would you tell her?
(21:37):
I would have, I would tell herexactly what I told her then.
Marianna Thompson (21:40):
And that was follow your passions.
I found a passion for ourindustry and have stayed
committed to it, loving what Ido every day, always hard work,
grit, um, and a firm believereverything happens for a reason
and everything always works out.
Stefanie Couch (21:58):
Yeah, yeah.
I believe that so strongly.
You got to be tough though, andyou got to be ready to fail a
little bit.
But you've obviously done itbrilliantly and beautifully.
And I can feel your passion,which is exciting.
Two passionate lumber andhardware blondes uh in bright
colors.
What else could someone ask foron a podcast?
We're here.
I love it.
Well, thank you so much forjoining me.
(22:20):
And I'm excited to watch youand the team transform and make
this into, like you said, thefuture company that you guys
have the vision for.
And I know everyone's watchingand they're excited to see it
come to fruition.
Marianna Thompson (22:32):
Yeah, it's truly um one team with one
vision and one company.
Our journey is so bright.
It's so exciting.
I can't wait to see us a fewyears down the road.
Stefanie Couch (22:42):
Well, I hope you have a wonderful market.
Thank you.
And thank you for joining me onthe Grit Blueprint Podcast.
Thank you.
Thank you for listening to theGrit Blueprint podcast.
If this episode helped youthink a little differently about
how to show up, share it withsomeone in your building world
who needs it.
If you're ready to turnvisibility into growth, then
(23:03):
head to gritblueprint.com tolearn more and book a call to
talk to us about your growthstrategy.
Until next time, stayunmistakable.
What excites me the most is our vision.
Bringing these incrediblecompanies together, it isn't
just about integrating them.
It's about transforming them tobe this high-performing company
that continues to service ourmembers and truly support their
success.
Stefanie Couch (00:16):
I believe that growth and change is something
that most people think theywant, but it usually can be
pretty painful.
We do want and desire atransformation, but getting
there, it is a journey.
Marianna Thompson (00:27):
I really think if everyone understands
the vision, then it really helpsthem understand, okay, this is
where we're trying to get to.
Our independent retailers'unique value proposition is
their service model of how theyservice their customers.
And the customer demographic ischanging.
If a pro contractor calls inand says, I'm short, 12 2x4s,
(00:48):
they're gonna do everything intheir power to get in the back
of a truck and get it to jobsite within 45 minutes of that
call.
And that is a keydifferentiator.
I agree.
So everyone is aligned to thevision.
Stefanie Couch (01:00):
Welcome to the Grit Blueprint Podcast, the
playbook for buildingunmistakable brands that grow,
lead, and last in the builtworld.
I'm Stephanie Couch, thefounder of Grit Blueprint, and
I'm a lifelong building industryinsider.
I was raised here, built mycareer here, and now my team and
(01:22):
I help others win here.
The truth is, you can be thebest option in your space and
still lose to someone else whosimply shows up better and more
consistent.
Each week on the GritBlueprint, I'm going to show you
how to stand out, earn trust,and turn your brand into a
competitive advantage thatlasts.
(01:43):
If you're ready to be seen,known, chosen, and become
unmistakable, you're in theright place.
Let's get started.
Welcome to the Grit BlueprintPodcast.
I am your host, StephanieCouch, and I am here today with
my guest, Marianne Thompson fromDo It Best.
Welcome to the show.
Thank you.
I'm excited to be here.
(02:04):
And we aren't just on the show.
We're actually on the showfloor.
We're here at Market, and thisis your first market as a Do It
Best member employee.
And you are really getting agood show here because 9,000
people are supposedly in thehouse.
It's packed out.
Marianna Thompson (02:21):
I have had goosebumps all day.
Yeah.
The vibe on the floor is soexciting.
Our members are so excited.
They're so engaged.
Yeah.
There's so much new at theshow, new products, innovation,
new suppliers.
Stefanie Couch (02:37):
Yeah, there's a lot going on.
I was at Power Previewyesterday.
Great new grill line with RoyalKing and Napoleon.
They were all grillingpineapples, delicious.
Um, and then today, just likeyou said, so many things
happening, kids everywhere, dogseverywhere.
There's a puppy booth down theroad.
Um, I'm I haven't escaped thereyet, but I'm planning to
(02:58):
wrangle a puppy, if possible,into my podcast booth.
I think it's a great idea.
Marianna Thompson (03:02):
I was already in there.
I had my uh puppy fix andloving just a little time ago.
And what a great addition justto give people that opportunity
on the floor and just take abreak, have a breath, and just
love these little puppies.
Stefanie Couch (03:15):
Yeah, it is a really great marketing idea.
I wish I had thought of it,honestly, in my podcast booth.
Well, I am excited to talk toyou about your amazing career
that has been spanning retailfor a long time.
But tell me first what you doat do it best, and then I want
you to go back and tell us aboutyour story of how you got here.
Marianna Thompson (03:33):
Yeah, absolutely.
So I am executive vicepresident of transformation and
integration.
It's a mouthful.
It is.
That's a quite a long title.
I tell the team I love it.
And why I love it is because ofhaving the word transformation
in it.
That, you know, bringing theseincredible companies together,
it isn't just about integratingthem.
(03:54):
It's about transforming them tobe this high-performing company
that continues to service ourmembers and truly support their
success.
Stefanie Couch (04:04):
Yeah.
And transformation is such apowerful word.
I feel like most of us in ourlife, when we do something, we
do want and desire atransformation.
But getting there, uh whetherit's a fitness journey or a
change of career or combiningtwo very large, successful
companies, it is a journey.
So I know that you're goingthrough that journey now.
(04:26):
You've been here for a while,but I want you to take me back
because you've been in thisindustry over 35 years.
So tell me about how you gothere and what you've done
throughout your career.
Marianna Thompson (04:35):
I started in this career 38 years ago in
1987, working at a lumber yard.
And what attracted me to gowork part-time at the lumberyard
was I already knew theproducts.
I actually already knew how tobuild.
And that was because reallyyoung, I grew up having a father
who was a plumber, a brother 13years older than I am, and an
(04:58):
electrician.
And we had a family cottagethat we were always renovating.
So whether it was putting in anew holding tank, putting on
addition, doing docks, we werealways building.
I don't remember when I put ahammer in my hand.
Like it was so I was so young.
I remember at the age of 12,uh, roofing the uh shingles on
(05:19):
the roof um at the cottage.
So it really just seemednatural.
So when I needed that part-timejob, I went to somewhere that
felt comfortable.
Yeah.
And I was also excited that,hey, maybe we can get a discount
on the materials.
Stefanie Couch (05:34):
When you love the product and buy it, it is
always good.
Yes.
Um, that's also why I shouldnever work at a jewelry store or
a hat store, Marianne.
It would not be good for mybudget.
Well, that's incredible.
And I'm sure that you'velearned so much that first
little bit at the lumber yard.
What was your job there as apart-time?
Marianna Thompson (05:51):
So I did many jobs.
And after um college, uh fulltime, you know, I was so
fortunate to be on a storemanager training program and
pretty much did every job in thestore except drive the drywall
truck to site.
Yeah.
And that learning of thefront-end operation and the
back-end operation, I trulybelieve is why I'm here where I
(06:14):
am today, really understandinghow our members' business
operate.
In 1997, I went on the road insales for a supplier.
And the entrepreneurs of theindependents, they would say to
me, Marianne, you talk to usdifferently.
You talk to us about inventoryturns.
You know, it's not just aboutthe size of the PO that, you
(06:37):
know, you think about how muchproduct's gonna sit on the
shelf.
Yeah.
You're concerned knowing howsmall our receiving areas are.
And I'm like, yeah, I, youknow, I've lived it.
And I also want to make sure,though, that we're giving you a
program that is going to workfor you.
It's gonna grow sales for you.
So I always had that mindset,right, from starting my career
(06:58):
in sales.
And it's truly because of thosekind of 10 years.
Stefanie Couch (07:01):
I love that.
And I do think peopleabsolutely pay attention to
that.
They see when people aredifferent and when they're
bought in and when theyunderstand the products and the
people and the processes.
Yes.
This episode of the GritBlueprint Podcast was sponsored
by Do It Best Group.
Do It Best Group is the largestco-op in the world, and they
(07:22):
help independent hardware andlumber 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 ofindependence.
So, one of the things that you,I'm sure, help people do in
that moment was actuallytransform their business by
(07:43):
thinking about thingsdifferently than maybe other
salespeople had.
And that's continued.
I believe that growth andchange is something that most
people think they want, but itusually can be pretty painful.
I think about, you know, uhrunning or losing weight or
whatever.
That moment in the gym, a lotof times it's really hard to get
(08:04):
up and go do it every day.
Eventually that payoff isthere, but sometimes things take
a long time and change can bereally hard.
How in your career have youseen people handle change well?
And how do you actually helppeople on that journey and help
them use that ability totransform to continue pushing
through hard times?
Marianna Thompson (08:23):
Yeah, I think one, it really comes to
aligning on the vision.
And I really think if everyoneunderstands the vision, then it
really helps them understand,okay, this is where we're trying
to get to.
And then they really need tounderstand the why.
So, the why are we doing this?
Why is this our vision?
And then really, what's my rolein that?
(08:43):
What role do I play for allemployees questioning that?
And I think if we can help themanswer that.
So, communication is socritical in transformational
change.
Stefanie Couch (08:54):
Absolutely.
And I think allowing people toask questions and to even
question things, sometimes greatoutcomes come from somebody
saying, Why are we doing it thatway?
And then you start to ask thosequestions.
One of the things I've seen themost in businesses that do
transform is implementing afirst principles thinking of
thinking about it in a differentway than what we've always
(09:15):
done.
Our industry is an oldindustry.
It's pretty traditional in alot of ways.
But I'm seeing now people inthe dealers, people in the
distribution channel, all theway up to the manufacturers,
they're starting to reallyimplement some cool innovation,
whether it's tech or even withtheir people.
Are you seeing that?
I mean, what excites you themost about the transformation,
(09:36):
the innovation that is happeningjust generally in our industry?
Marianna Thompson (09:39):
I absolutely agree with you.
Probably we are an industrythat has been slower to bring
innovation, slower to bringchange.
And that's primarily, Ibelieve, because of home
building, right?
That industry was still very umstick built, and we're starting
to see change with that.
But there is this um want ofnew products, there's design
(10:02):
trends, there's this want forinnovation.
There's also this want forquality.
And so I really believe that iswhat is driving what we're
seeing.
And also, there's just touchhigher operating costs.
So, how can retailers do meanthings more efficiently?
Technology plays a big, bigrole in that.
Stefanie Couch (10:23):
Absolutely.
Another thing that I see as ahuge issue, most people tell me
this is we can't find goodpeople, we can't hire good
people.
Well, the next generation ofleaders that are coming in,
especially super ambitious ones,they are going to want the
technology to use in their rolethat they've been using at home
every day for their entire livesbecause they grew up with this
(10:44):
technology.
So I believe that what iscoming with people who are
either the customers or in thebusiness are going to demand
that that technology does keepup.
And AI, I talk a lot about AI.
It's here, it's not coming,it's already here.
And the trajectory of how fastit's changing is it's so rapid
that it really makes my headspin because one week something
(11:05):
comes out and you're like,that's really amazing.
And sometimes you're that's notrelevant to you and you don't
pay attention.
And the next week somethingwill come out that's just
exponentially better.
It's insane.
How are you seeing that?
I mean, are people afraid ofthat type of change with AI?
I mean, what are you hearing inthe in the membership or in the
people you talk to?
Marianna Thompson (11:24):
Well, you know, there's this stigma around
AI that it's disruptor,disruptor.
And I really think in ourindustry, it is disruption, but
it's bringing positive changethat our industry needs.
Yeah.
Uh, most importantly, it'sbringing the consumer insights.
It is so important to um ourindependent retailers of
understanding who their customeris.
(11:46):
Our independent retailers'unique value proposition is
their service model of how theyservice their customers.
And the customer demographic ischanging.
Um, and they also have multipledifferent customer types.
So how they sell to a pro, theservices they offer versus a DIY
customer versus a do-it-for-meis all different, but the AI is
(12:06):
helping them understand theircustomer and get even closer.
Yeah.
And I even think just bringingit to personalization, you know,
sending emails to them that isspecific for what they need or
anticipating they were in andbought furnace filters.
Oh, you know what, we're gonnasend now six months later an
update reminding them they needto change their furnace filters
(12:27):
again.
Stefanie Couch (12:28):
It's very smart.
I I say this a lot.
I think it will enable us to dothe things that we know we
should be doing, but we don'thave time to actually execute.
And so that we can send thosefurnace reminder emails or texts
because it's really hard toactually do that stuff.
There's just so much going on.
Like I worked behind thecounter of a lumber yard where
(12:49):
we had 10 people running alumber yard that was super busy.
And I didn't have time to say,oh, I should tell Joe that he
bought furnace filters sixmonths ago and he should come
back in and buy some more.
But AI doesn't forget.
And it it's easy to setreminders like that.
So I think that's such a goodexample, tactically.
And then you can go as far aswe have voice agents that are
(13:09):
answering people's phones.
You know, I think 78% of smallbusiness phone calls go
unanswered.
That's the statistic from CallRealm.
That is a lot of calls that arenot getting answered.
Seven out of 10 calls justdon't get answered, especially
in the busy season.
What if somebody can answerthat phone that knows your
products and can at least get aname and phone number or an
(13:30):
email to come back and say, heyMarianne, you need to call
Stephanie back.
She's looking for a door orshe's looking for this
lawnmower, whatever it is.
And that's real life today.
So I just don't think peopleknow how to use it or what to
start with.
And that's one of the thingsI'm really passionate about is
just start somewhere super easy,write an email with it, and
then you can see how easy it canbe for you to implement it into
(13:53):
your business.
Marianna Thompson (13:54):
Yeah, you know, you talked about being in
the lumber yard.
It made me think of being onthe contractor desk way back
when.
And, you know, blueprinttakeoffs are so important for
our pro customers, the accuracy.
And, you know, we need AI andtechnology support to make that
process faster, make it moreaccurately so our independents
(14:17):
can get the right amount ofproduct when needed on the job
site, have it sequenced, andreally quote the full job.
Stefanie Couch (14:26):
Yeah.
And the thing that is reallysuper in our face right now is
that these big Titans, orange,blue, QXO, all the colors, they
are implementing technology andAI and they are doing these
things already that the procontractor wants and they're
coming after them hard.
Everyone's fighting over thepro contractor because it's the
best business there is.
(14:46):
And I think in the next two tothree years, you're gonna see
numbers that are hockey stickedand remodel over around certain
categories, windows, doors,other things.
And that's gonna get morecompetitive.
So the more tools you implementnow, the more you'll be able to
compete in six months to a yearwith those other people that
have billions to spend.
That is one thing I love aboutDo It Best group and the co-op
(15:09):
model in general.
Do it best is the largest co-opin the world, and you guys
offer a lot of services and alot of products and people that
someone one lumber yard orsomeone with one hardware store
or five hardware stores can havethe same leverage as someone
with a thousand.
How have you seen that sinceyou've started just really with
(15:30):
the true value acquisition?
It continues to give moreleverage to independence.
How has that been successful?
And what's surprised you aboutthat?
Marianna Thompson (15:37):
Well, you know, that is really the value
of the cooperative is that um amember who has one store has the
scale supporting them of, youknow, basically 8,500 locations.
And it's really supporting howthey service their community.
Yeah.
First and foremost is, youknow, our role is to help drive
(16:01):
foot traffic to their store.
It's to support them growingtheir business, acquiring more
customers, growing that theiraverage ticket with those
customers and reallyunderstanding how what is their
unique value proposition, how dothey service their customer
above the competition?
Yeah.
That service in our independentretailers is our unique value
(16:25):
proposition.
Absolutely.
In addition to that, theflexibility that they serve,
meaning if a pro contractorcalls in and says, I'm short, 12
two by fours, they're gonna doeverything in their power to get
in the back of a truck and getit to job site, likely within 45
minutes of that call.
And that is a keydifferentiator.
Stefanie Couch (16:46):
I agree.
My dad, he uh has a 2001 F-250that he's obsessed with, and he
has driven many a two by four,exactly what you just exclaimed.
As the owner of the business,you know, hey, you need it, you
can't get here.
I got you.
And I think that spirit is whatwill always continue to keep
(17:08):
the independent lumber andhardware store alive, and then
couple that with the scale andleverage that someone like a
cooperative do it best brings.
I don't know that anybody canreally compete.
And I think they need to bemore visible and tell their
stories.
That's something that I feel issuper important.
You our industry is a prettyhumble industry.
(17:28):
Uh, most people aren't wearingpink hats and walking around and
wearing leopard print, youknow.
They're they're justhardworking people and they are
not wanting to be in thespotlight because they don't,
that's not what it's about forthem.
They want their customers to bein the spotlight.
And the stories of our industryare brilliant and they are
beautiful, and they're legacystories, and people need to hear
(17:50):
those.
So I think that that's anotherthing is share your story and
share your customer stories, andmore people will say, Hey, they
solved a problem that I have,and I'm gonna come let them
solve it for me.
Marianna Thompson (17:59):
Yeah.
Stefanie Couch (18:00):
Are you seeing fun stories as you're working
here and you're hearing, I mean,we're on the market, I'm sure
you've seen some things.
Anything that just strikes youthat you want to share?
Marianna Thompson (18:09):
You know, my heart is really full today, and
that comes from those stories.
So, over in our categorysolutions and our true value
assortment city, the storiesthat I've heard and where those
stories come from is theflexibility that we give our
independent retailers for theirplanograms.
(18:29):
We put a lot of science intothe art of merchandising for our
planograms, but we also offerthem the flexibility to put the
right products in that planogramfor servicing their local
market.
And that is another secretsauce of ours, is you know, they
anticipate and know what theircommunity needs.
They and they also hear fromtheir customers and they'll call
(18:54):
in and say, I requested thisitem and this morning on stage
at our merchandising preview, somany new products that have
been introduced are because amember has called in and said,
We really have demand for this.
Can we put it in the warehouseto support our business?
Stefanie Couch (19:11):
Wow.
I wish someone would requestgolden retrievers because
Marianne, that's the only thingI feel like is missing at this
market is golden retrievers.
Maybe I'm the one, maybe I'mthe vendor that will have them
in my podcast booth and I won'tsell them because I'll want to
keep all of them.
I won't leave your podcastbooth.
I know how to get you here now,Marianne, every time.
(19:31):
I'll just tell you that Ibrought my golden retriever with
me and you'll be here in ajiffy.
I love that.
Well, it is cool that you cansolve member problems and you're
willing to think about what isgoing to be happening and how to
continue to innovate with that.
So, what worked five years agois not what's working right now.
And we all know that that'sonly going to continue to
change.
You guys just announce apartnership with Toolbox.
(19:52):
You have e-commerce, you havemarketing solutions, you have
amazing merchandising help wherepeople can get these brilliant
displays.
I love the Studio 695 that'sset up right down the way where
real life you can walk throughand see and touch and feel these
products on the floor here, andthen put those into your
showroom if you have a showroomfor cabinets and flooring and
(20:12):
all those things.
So you're making it really easyfor people.
As you continue this journey oftransformation and integration,
bringing together two, well,really three companies with
United Hardware True Value andDo It Best.
What excites you the most?
And what's next for you on yourjourney in the next few months?
Marianna Thompson (20:31):
What excites me the most is um our vision.
And you know what's reallyinteresting is through these
acquisitions, our vision hasn'tchanged.
And that is really exciting.
It's exciting for the team.
Yeah.
And so everyone is aligned tothe vision.
And now we have this incredibleopportunity to get us probably
even closer to our vision soonerwith these acquisitions and
(20:55):
really build this incrediblecompany that's gonna be the
champion of independence, moreso than what we are today.
Yeah.
Because we can't stay constant.
And what we're gonna build isthe company for the future
that's gonna support our growth,and most importantly,
sustaining the growth that isgoing to support our members'
(21:16):
success.
Stefanie Couch (21:16):
Absolutely.
That's exciting for me.
And I love that champion ofindependence slogan.
It really just resonates deeplywith me, and I know it does
with you as well.
I want to ask you one finalquestion.
If you were to go back and youwere to talk to 25-year-old
Marianne and you were to giveher some advice about how to be
successful in this industry,what would you tell her?
(21:37):
I would have, I would tell herexactly what I told her then.
Marianna Thompson (21:40):
And that was follow your passions.
I found a passion for ourindustry and have stayed
committed to it, loving what Ido every day, always hard work,
grit, um, and a firm believereverything happens for a reason
and everything always works out.
Stefanie Couch (21:58):
Yeah, yeah.
I believe that so strongly.
You got to be tough though, andyou got to be ready to fail a
little bit.
But you've obviously done itbrilliantly and beautifully.
And I can feel your passion,which is exciting.
Two passionate lumber andhardware blondes uh in bright
colors.
What else could someone ask foron a podcast?
We're here.
I love it.
Well, thank you so much forjoining me.
(22:20):
And I'm excited to watch youand the team transform and make
this into, like you said, thefuture company that you guys
have the vision for.
And I know everyone's watchingand they're excited to see it
come to fruition.
Marianna Thompson (22:32):
Yeah, it's truly um one team with one
vision and one company.
Our journey is so bright.
It's so exciting.
I can't wait to see us a fewyears down the road.
Stefanie Couch (22:42):
Well, I hope you have a wonderful market.
Thank you.
And thank you for joining me onthe Grit Blueprint Podcast.
Thank you.
Thank you for listening to theGrit Blueprint podcast.
If this episode helped youthink a little differently about
how to show up, share it withsomeone in your building world
who needs it.
If you're ready to turnvisibility into growth, then
(23:03):
head to gritblueprint.com tolearn more and book a call to
talk to us about your growthstrategy.
Until next time, stayunmistakable.
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com
CrimeLess: Hillbilly Heist
It’s 1996 in rural North Carolina, and an oddball crew makes history when they pull off America’s third largest cash heist. But it’s all downhill from there. Join host Johnny Knoxville as he unspools a wild and woolly tale about a group of regular ‘ol folks who risked it all for a chance at a better life. CrimeLess: Hillbilly Heist answers the question: what would you do with 17.3 million dollars? The answer includes diamond rings, mansions, velvet Elvis paintings, plus a run for the border, murder-for-hire-plots, and FBI busts.