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Jessica Bettencourt, president and CEO of Klem’s, believes variety is the reason the department store has reached the milestone of 75 years in business.
“It has kind of been our secret to success,” Bettencourt said. “When one category (of product) goes down, another one is up…It lets the business survive and ride through those times.”
Bettencourt’s grandfather, John Klem, started the business as a Ford Tractor dealership in Hardwick. Moving to Spencer in 1950, the store expanded in 1979 under her father Mike’s leadership. Klem’s , added a large selection of lawn and garden, pet supplies and farm-related goods. In subsequent decades, the store expanded to sell a wide range of items like apparel, footwear, gifts, crafts and toys.
Bettencourt took over in 2013, eliminating the agricultural tractor category but maintaining sales of outdoor equipment like snow blowers, chain saws and lawn mowers.
If you walk the aisles of Klem’s today, you will also find a selection of small animals, birds, small reptiles and tropical or saltwater fish as well as supplies for horses and other livestock. Massachusetts fishing and hunting licenses are sold in the sports department.
In addition, a greenhouse with live goods transforms into a Christmas wonderland in the fall, while a Hallmark card store is another more recent enhancement.
Bettencourt said it is difficult to pinpoint the most popular products at the business because there is not one category that makes up most sales. Instead, each segment comprises about 20% of the total, she said,
Klem’s currently employs 70 people, with about 30 working full-time.
The COVID pandemic was the most challenging time for Klem’s, resulting in the loss of many staff members who were leery of working with the public. Supply change issues, vendors not shipping items and regulations about how many people could inhabit the store were among the difficulties during that period.
“No one knew what was happening at first…It was probably the hardest work physically we’ve ever done because we just were scrambling all the time,” Bettencourt said, “but we kept going and learned a lot.”
On a personal note, Bettencourt’s husband John passed away in May 2020, survived by Jessica and their two children who were teenagers at the time.
“It was the whole thing…very difficult and challenging,” Bettencourt added.
Klem’s not only sells items and services them, but also does paint color matching, cuts keys, rope, tubing, wire, shades and more and fills propane tanks.
Bettencourt said they are available to answer questions on a wide range of subjects and offer seminars on topics like deck maintenance, duck calling and garden ponds.
She is aware of the importance of Klem’s customers and their role in helping the business reach its 75th year.
“We would be nowhere without the loyalty of our staple customers and the community,” Bettencourt said. “We have people who come in and say their grandparents used to shop here…or who were on staff as kids. It is super interesting.”
Bettencourt added that it has been a privilege to serve the community for so many decades and expressed gratitude to them as well as the Klem’s staff.
“There is no feeling like it when a customer comes in with a concern or problem and we can do something to make their life easier,” she said. “It’s an honor.”
To give back to the community, Klem’s has been running events for 20 years. The events not only raise money for worthy causes but also help to build customer traffic.
Bettencourt said the various activities are a lot of work but also fun. “It’s like hosting a party.”
The events are designed to attract different portions of the customer base so that there is something for everyone. Parent/Teacher Organizations and animal rescue groups were this year’s previous recipients.
The third of Klem’s Care Nights will be held on Thursday, September 12, from 4 p.m. to 8 p.m. and will benefit First Responders. Bettencourt explained that the store receives hundreds of requests for donations. To be included as a beneficiary of 10% of sales, organizations (or in this case, particular first responder agencies) sign up and receive a QR code so they can earn funds back. The organization that earns the most gets 20% back.
First Responder Night will feature a giveaway of work boots, activities like a prize wheel and axe throwing and beverages from Hardwick Winery and Common Ground Cider Works.
