How customer service keeps this small hardware store in business

Friendly service, convenience and an eclectic product range has helped hardware store owner Andy Benardos survive in the age of big hardware chains.

Andy Bernardos isn't in it for the money.

Andy Bernardos isn't it is for the money Source: SBS

McKenzie's Hardware has been operating in Sydney's Surry Hills for 110 years, but what was the norm is now an anomaly.

Original paint peels off the walls and onto shelves scattered with different stock; the small shop looks aged with its owner being no spring chicken either.
Paint peeling off exterior of the hardware store.
Paint peeling off exterior of the hardware store. Source: SBS news
"I've been working here for almost 40 years," Andy Benardos, 76, says.

"It's not as busy as it used to be, but it keeps me out of the pub."

The original owner, Mr McKenzie was ran over by a tram in 1948.

The hardware store was run by several others before Mr Benardos came along in 1979 and purchased the shop and all its stock for $84,000.

Decades later he's still serving locals who pop in steadily throughout the week for odd bits and pieces.
Andy Bernardos say people come to his hardware store for "bits and bops."
Andy Benardos says some people come to his hardware store for small items they might have lost. Source: SBS news
"Usually it's stuff that they've run out of, screws or nails, or if they've lost a hammer or something," Mr Benardos says.

"That's why there's such a variety of stuff in the place."

Throughout his tenure Mr Benardos has seen his fair share of interesting and unforgettable customers too.

"A guy from up the street came in and said "Do you sell tomahawks?" and I said "Yes." He was pleasant enough and he paid me," Mr Benardos says.

"But next thing you know he ran up on the corner and attacked a bloke [with the tomohawk] in the pub! And that is a true story!"
Mkenzies Harware has been trading for 110 years.
McKenzie's Hardware has been trading for 110 years. Source: SBS news
Mr Benardos recalls the impact bigger hardware chains have had on his business and on others in the industry.

"There was Hudson's down on Elizabeth Street they were a big store and Nock and Kirby's," Mr Benardos says.

"They all felt the impact of Bunnings so it didn't only apply to us little fellas."

Mr Benardos says he had several accounts with tradesman and building companies that fell through over a period of two years.

"They didn't even say they weren't coming any more, suddenly they just didn't come."

Over 50 per cent of the Australian population is estimated to shop at a Bunnings store every month.

Mitre 10 is the most popular hardware store for tradespeople with only 3 per cent of Australia's hardware stores being independently owned.

But Mr Benardos isn't in it for the money.
Andy Bernardos says he isn't in his hardware business for the money.
Andy Benardos says he isn't in his hardware business for the money. Source: SBS news
"My wife works too and she supports the family and I just sort of stay out the way," Mr Benardos says.

He says he finds a lot of locals telling him they would rather visit his store for the personalised service.

"I suppose I will eventually fall over or they'll carry me out, but there's no reason I should stop," he says.

"I've got to do something, I talk to a lot of people and I know a lot of locals."


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By Hannah Sinclair

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