Take Command: A Leadership Podcast

Episode: "Forged in the Dark: Why Real Leaders Run Toward Problems"

Release Date: July 22, 2025
Host: Joe Hart, CEO of Dale Carnegie
Guest: John VanHuysen, President and CEO of Ace Hardware

Introduction

In this enlightening episode of "Take Command: A Leadership Podcast," host Joe Hart engages in a profound conversation with John VanHuysen, the President and CEO of Ace Hardware. The discussion delves into the essence of authentic leadership, the cultivation of a strong organizational culture, and the strategic maneuvers that have kept Ace Hardware competitive in a dynamic market landscape.

Guest Introduction

John VanHuysen brings nearly three decades of experience to his role at Ace Hardware, leading the world's largest retailer-owned hardware cooperative. Under his stewardship, Ace has expanded to over 5,500 stores across 69 countries, generating $22 billion in system-wide sales. The company has been lauded for its customer satisfaction, ranking number one for 14 of the past 15 years according to JD Power, and recognized as one of America's best employers by Forbes.

Journey to Leadership

VanHuysen's ascent from a marketing associate to CEO is a testament to his dedication and the supportive culture at Ace Hardware. Reflecting on his career, he shares:

"What has kept me here has not been that, you know, in life and business, very often it's not so much what you do, it's who you do it with. I tell you, I just feel so blessed to be at a place with some of the smartest, hardest working, humble, salt of the earth people I've ever been around."
[04:44]

He emphasizes the importance of loving who you work with, highlighting the intersection of passion and proficiency as key drivers for career growth.

Building and Sustaining Company Culture

VanHuysen discusses the meticulous process of codifying Ace Hardware's core values, which culminated in the acronym WE LIGHT:

• Winning
• Excellence
• Lintegrity
• Igratitude
• Ghumility
• Heamwork
• T (Love)

He shares:

"Our highest value is love. [...] If we have an organization who not only may love a lot of what they do, but love who they do it with, actually love the people, I think we can outperform our enemies who can't even say that word without blushing."
[10:04]

The emphasis on love underscores Ace's commitment to fostering genuine human connections within the organization.

Leadership in Practice

Addressing the challenges of maintaining culture, VanHuysen outlines strategies for leaders at all levels:

1. Codification of Values: Establishing clear, memorable values that resonate with employees.
2. Parlance Development: Creating an internal language that reflects the company's mission of being the most helpful hardware stores on the planet.
3. Behavioral Consistency: Ensuring that actions align with stated values, emphasizing that culture is demonstrated through behavior.

He asserts:

"Leadership can be done and often is done by people without titles. [...] Leadership demands that the leader, not the quote unquote follower, modify their style based on that person in that situation."
[12:53]

VanHuysen advocates for situational leadership, where adaptability and empathy are paramount, regardless of one's position within the hierarchy.

Competition and Business Strategy

Facing competition from industry giants like Home Depot, Lowe's, and Amazon, Ace Hardware differentiates itself through a unique business model:

• Home Preservation vs. Home Renovation: While competitors focus on renovating homes, Ace emphasizes preserving them.
• Locally Owned Stores: With 6,000 stores worldwide, all but 252 are locally owned, fostering a sense of community and personalized service.
• AI Integration: Utilizing artificial intelligence to enhance demand forecasting, reduce inventory, and empower frontline employees.

VanHuysen notes:

"Business is hard. We compete with some of the biggest, baddest, most well-funded companies in human history. [...] Leadership is about solving problems. If that isn't something you like, you're probably never going to be really good at leadership."
[21:11]

This strategic focus underscores Ace's commitment to both technological advancement and maintaining a human-centric approach.

Personal Growth and Well-being

Balancing the demands of leadership with personal well-being is crucial. VanHuysen emphasizes the importance of prioritization:

"If your faith and your family and your friends are not more important to you than your work here, that's a real problem. [...] You can be great here and still have it be fourth or fifth most important in your life."
[27:19]

He advocates for continual personal development, viewing leadership growth as a lifelong pursuit that enhances both professional and personal spheres.

Embracing AI

VanHuysen highlights the transformative role of artificial intelligence at Ace Hardware:

1. Demand Prediction: AI enhances accuracy in forecasting product demand, leading to significant inventory reductions.
2. Productivity Enhancements: Employees empowered with AI tools can perform their roles more efficiently and effectively.
3. Customer Service Improvement: AI assists frontline employees in managing the vast array of products, ensuring they can better serve customers.

He encapsulates his vision:

"In a world that is driven increasingly towards technical, impersonal, artificial, faceless interaction, we are betting the farm on what we believe is a timeless truth, that a servant heart and human connection will always have the potential to stir a soul and man."
[33:07]

This balance between technology and human interaction is pivotal to Ace's sustained success.

Importance of Human Connection

Despite technological advancements, VanHuysen underscores the irreplaceable value of human connection:

"The human connection is not going to go away. In fact, it may become even more important than ever."
[37:29]

He expresses a resolute belief that genuine human interactions foster loyalty, enhance customer experiences, and build a resilient organizational culture.

Conclusion

The episode culminates with a reaffirmation of Ace Hardware's alignment with Dale Carnegie's principles of leadership and personal growth. VanHuysen's insights offer a blueprint for leaders aspiring to blend strategic acumen with heartfelt human connections, ensuring both organizational success and meaningful personal fulfillment.

Notable Quotes

• On Leadership and People:

  "If you just love who you work with, that's what keeps you here."
  [04:44]

• On Company Values:

  "Our highest value is love. [...] I think we can outperform our enemies who can't even say that word without blushing."
  [10:04]

• On Situational Leadership:

  "Leadership can be done and often is done by people without titles."
  [12:53]

• On Competing with Giants:

  "Leadership is about solving problems. If that isn't something you like, you're probably never going to be really good at leadership."
  [21:11]

• On Personal Priorities:

  "If your faith and your family and your friends are not more important to you than your work here, that's a real problem."
  [27:19]

• On Human Connection vs. AI:

  "The human connection is not going to go away. In fact, it may become even more important than ever."
  [37:29]

Key Takeaways

• Authentic Leadership: Embrace humility, service, and problem-solving as core leadership traits.
• Culture Matters: Codifying and living by organizational values fosters a strong, cohesive culture.
• Strategic Differentiation: Ace's focus on home preservation and locally owned stores sets it apart from larger competitors.
• Continuous Growth: Personal and professional development is essential for sustained leadership effectiveness.
• Balancing Technology and Humanity: Leveraging AI to enhance operations while maintaining genuine human connections ensures comprehensive success.

Final Thoughts

John VanHuysen's dialogue offers a compelling exploration of leadership that harmonizes strategic insight with heartfelt values. As organizations navigate the complexities of modern business landscapes, his experiences and philosophies provide invaluable guidance for leaders striving to make a meaningful impact both within their companies and in the broader community.