True Value 2009 Annual Report Download - page 6

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As the economy forces consumers to tighten their budgets, value is more
important than ever. Shoppers’ perception of value extends beyond product
quality and price. It includes an expectation of expert, up-to-date advice
from friendly staff that customers know and trust. These attributes define the
True Value brand, personified by the retailers and associates within each store.
True Value’s people transform the customer visit from a trip to the store to a
consultation with a professional. From a first-time homeowner to the seasoned
DIYer, name the project and the True Value team can help. Customers count on
True Value to provide guidance to get the job done right, and feel confident
knowing their local expert will point them in the right direction with future projects.
PEOPLE MAKE THE DIFFERENCE
It’s no coincidence that 78 percent of customers agree that True Value stores
have associates they know and trust, according to our Customer Experience
Survey. In fact, Harry Taylor of Taylor & Son True Value in New Milford, Conn.,
knows his greatest asset is his staff. That’s why he invests in their continuous
learning. Beyond in-house training, Harry keeps his store associates up to date
on the latest industry trends and product knowledge with True Value University’s
online courses.
Relationship building is at the core of our business. When shoppers leave
True Value, they walk out the door with more than just product. They’ve connected
with a retailer or store associate who has encountered a similar project and offered
them the advice they needed to get the job done right. That connection extends
into the communities True Value retailers serve. Just ask Alan Bryant of True Value
Home Center in Oakhurst, Calif., one of 60 retailers who provided paint through
True Value Foundation’s Painting a Brighter Future program. With the 40-gallon
paint grant, Alan played a pivotal role in sprucing up Spring Valley Elementary,
demonstrating his commitment to the local community.
BUILDING PERSONAL CONNECTIONS
“MASTERS OF ALL THINGS
HARDWARIAN,” True Value’s
national advertising campaign,
portrays store associates as the
ultimate hardware experts, ready
to help with all project needs.
4 True Value Company 2009 Annual Report
“ We greet every customer, ask how we can help and often escort
them to the department or product they’re looking for. Customers
appreciate the one-on-one service and many even ask for employees
by name because they’ve built a relationship.”
Tom Cost, Jr., Killingworth True Value