True Value 2009 Annual Report Download - page 7

Download and view the complete annual report

Please find page 7 of the 2009 True Value annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 45

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45

“ e customer service at Killingworth True Value is beyond
excellent – the associates always go the extra mile. When I decided
to update my bathroom xtures, I consulted with the store’s plumbing
expert who provided the advice I needed to complete the project.”
Mike Harkin, customer
True Value Company 2009 Annual Report 7
Just as homeowners painstakingly choose the perfect color for their kitchen
or meticulously manicure their landscaping, True Value retailers pay attention
to every store detail. After all, inviting customers into their stores is like hosting
friends at their homes. Customers feel welcome when entering a clean, well-lit
and uncluttered environment. The ambiance inside each True Value speaks
volumes about our retailers’ pride in their stores and reflects a keen understanding
of their customers’ expectations and needs.
DTV MAKES IT EASY TO EXCEED EXPECTATIONS
Whether a do-it-yourself enthusiast is planning her next project or a homeowner
is tackling a repair job to save money, customers visit True Value expecting the
same thing – a comfortable shopping environment where they’ll find everything
to complete their projects.
And that’s exactly what Chuck Scharf’s customers found after his Chamberlain,
S.D., store’s DTV expansion. Chamberlain True Value shoppers told Chuck not
only how bright, neat and organized his store is now, but also how easily they find
the products they want. The payoff for Chuck goes beyond customer satisfaction.
During grand-opening week, store sales soared 180 percent and year-end sales
rose 27 percent versus 2008.
A hardware store that’s female friendly, easy to navigate and designed with the
DIYer in mind is exactly what South Park True Value retailer Jodi Messa of South
Park, Colo., believed her community needed. Her hunch was right. Customers
appreciate the signage specifying the exact screws needed for certain projects
and the end caps specifically designed to help first-time homebuyers tackle
projects themselves. Jodi also sees more women shop her store. In fact, they
say they’re very comfortable navigating the store and tell her they even find the
shopping experience fun.
Stores that adopt DTV continue to outperform existing True Value stores by
10 percent annually. And by choosing DTV, these retailers aren’t just investing
in their stores; they’re investing in their businesses’ future.
SUCCESS AT RETAIL MEANS ATTENTION TO DETAIL