"Kiosk usage is huge! We have a couple of stores with 10 to 12 kiosks each, and as soon as we have time, we'll be adding a couple more," he says. This is mainly because on the weekends it's common that all of the kiosks will be full, with customers waiting for their turn.
Bob offers his customers the ability to create scrapbook layouts digitally, through the kiosks and online. It isn't a big part of the mix, but it's a necessary offering.
Another large part of the business is photo education through classes, and they try to offer as many as possible. And yes, there's usually a bump-up in sales of items that are talked about in class, but providing a reason for customers to come into the store(s) and reap the rewards of such an education is the real value a retailer sees.
What does Bob owe to the success Harold's Photo Centers has enjoyed for almost a century now? The company's long-standing presence and the people who work there. "We've had lots of long-term employees that are critical to our success," Bob says. And those include the fourth generation of the Hanson family: Bob's son Andrew is the Prolab manager, Davis supervises the retail stores, and Emily works in marketing. Other key members of the management team are Jeanne Chleborad, director of operations; Erin von Holdt, director of marketing; Deb Deidrich, controller; and Gene Smith, merchandise buyer.
"We have also benefited from our membership in PRO, working alongside many great dealers," he concludes.