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16 TRUE VALUE 2013 ANNUAL REPORT
One stop.
“We want to be known
for having pretty much
everything you need, in a
bright, modern, convenient
setting. True Value and DTV
are big parts of that.”
RICHARD McMASTER, STEELE’S TRUE VALUE
Steele’s True Value is a family-
owned hardware store in
Tannersville, Pennsylvania.
Owner Rich McMaster learned
the business as an employee
before buying the store from
the Steeles in 2002.
“I owe Jack and Irene Steele a lot,”
says Rich, who owns and runs the
15,000 square-foot Steele’s True
Value store with his wife, Lori. “They
taught me this business from the
ground up.” In the decade-plus the
McMasters have owned the store,
they have invested in store expansion,
rental offerings and DTV. Changes
like these help them stay relevant in a
suburban location with several big-box
competitors within five miles.
“Superior customer service,” Rich says
when asked the secret of the store’s
success. ”We go above and beyond.
We greet each customer and walk
them to what they need. We make
sure they know how to use what
they’re buying. We order it if we don’t
have it, and we service what we sell.”
The McMasters are True Value, through
and through.
RETAILERS
RICH MCMASTER AND WIFE LORI, WITH ASSOCIATE
DEVESH RAMDEO (FAR LEFT).