Building Community, One Customer at a Time — Randy’s Do it Best Hardware Wins Retail Beacon Award
Randy’s Do it Best Hardware
Retail Beacon Award
Randy Andes, owner of Randy’s Hardware, vividly remembers his store’s first sale—a pack of vacuum cleaner bags—and even the customer’s name. It wasn’t a big transaction, but it represented something larger: helping one customer, solving one problem and creating one more reason for someone to come back. Nearly a quarter-century later, that same people-first philosophy has transformed a single Timberville, Va., store into four thriving locations, with Randy’s Hardware growing into a must-shop home improvement emporium in the Shenandoah Valley—and a 2025 Retail Beacon Award recipient.
“We don’t try to be the biggest. We try to be the best for the people who walk through our doors,” Andes says. “If we take care of them, everything else follows.”
at the IHI Conference this July, presented by Doug Donaldson, editor of Hardware Connection.
Building the Brand
As he considered his business plan before opening, Andes carefully evaluated his options by talking with representatives from several co-ops and attending a Do it Best Market as a prospective member. There, he connected with the Farnsworth Group consultancy, which conducted a market potential study for his planned Timberville location. Although the analysis was inconclusive, Andes’s familiarity with the area’s accessibility and traffic patterns gave him confidence. He secured a long-vacant storefront and partnered with Do it Best to open Randy’s Do it Best Hardware in 2001.
He took a risk opening a small store when big-box competitors were already expanding nearby. He built the business around one principle: Know your customers and take care of your people.
That focus has helped propel steady growth. Today, Randy’s Hardware operates four stores in Virginia (Timberville, Bridgewater, Ruckersville and Mount Jackson), each woven tightly into the local fabric. “We’re not just selling hammers and screws,” Andes says. “We’re helping people build decks, remodel kitchens, fix plumbing issues—whatever they need. If we can do that better than anyone else, we’ll have customers for life.”
Putting People First
Ask Andes what sets his stores apart, and he’ll point to his team before talking about products. “We’ve always focused on creating an environment where people want to work,” he says. “If our team feels valued, they’ll make customers feel valued, too.”
That philosophy has paid off. Many associates have been with Randy’s Hardware for years. Andes is intentional about mentoring employees and giving them room to grow, fostering a culture in which innovation is encouraged and successes are shared. “I’ve always believed you don’t build a business,” he says. “You build people, and they build the business.”
The stores regularly support local schools, civic groups and nonprofits, contributing donations and resources to a wide range of causes. The Randy’s team also participates in area festivals, parades and charity fundraisers, helping strengthen ties with neighbors and customers alike. In-store events often double as community gatherings, bringing people together while highlighting new products or seasonal promotions.
Beating Competition with Service
Independent retailers often face pressure to match big-box pricing, but Andes doesn’t see it that way. Instead, Randy’s Hardware focuses on service and community trust, carving out a space where personal relationships matter more than price tags.
“When a customer comes in with a project, we don’t just point them to aisle seven—we walk them there, talk them through it, make sure they leave confident,” Andes says. “That’s something a big-box store can’t replicate.”
This approach has helped Randy’s weather competition from chains such as Walmart and Home Depot while maintaining consistent growth and customer loyalty.
