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Ep84: Eric Hassett: Leading a Fourth-Generation Business with Data and Heart
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In this episode of Your Business Your Next Level, I sit down with Eric Hassett, fourth-generation owner of Hassett Ace Hardware in Palo Alto, California. While many see hardware stores as old-school retail, Eric has transformed his family business into a thriving, forward-thinking company—balancing tradition with innovation.
Eric shares how his background in tech and analytics helped him streamline operations, improve customer experience, and make smarter decisions using data. We also explore what it’s like running a multi-location retail operation, the pressures of staying independent in a consolidated industry, and how culture and team development are key drivers of long-term success. Whether you're in retail or just looking to improve how you lead people and processes, this episode offers powerful, practical insights.
Key Takeaways:
Data-Driven Doesn’t Mean Cold: Eric proves you can lead with heart while still using analytics to improve efficiency and outcomes.
Independent Retail Still Has an Edge: Personalized service, community roots, and team culture make a local business thrive—even in a big-box world.
Team is Everything: Investing in people development, communication, and culture creates a place where employees want to stay and grow.
Don't Just Rely on Instinct: Eric emphasizes using metrics and measurement to back up decisions—even in legacy businesses.
Modern Tools in Traditional Spaces Work: From CRM to inventory systems, applying tech thoughtfully gives local businesses a competitive edge.
Timeline Summary:
[00:00] - Eric’s background in tech before joining the family hardware business
[02:00] - Balancing tradition with modernization in a 4th generation company
[04:00] - Using data and analytics to improve operations and decision-making
[06:00] - Investing in employee development and communication
[08:00] - How Hassett Ace Hardware competes with big-box retailers
[10:00] - Building a culture where people feel seen, heard, and empowered
[12:00] - Why tech tools like CRM aren’t just for SaaS companies
[14:00] - The biggest challenges of running a retail business today
[16:00] - Advice for leaders who want to blend empathy with systems
[18:00] - Final thoughts on legacy, leadership, and driving your next level
Links & Resources:
https://www.linkedin.com/in/eric-hassett/
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