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6 TRUE VALUE 2013 ANNUAL REPORT
Dear True Value retailers, supply partners and associates:
It’s our passionate view that if we keep doing things the way we always have, we can’t
expect our outcomes to change. We can’t expect to serve our customers better. We
can’t expect to compete more effectively. We can’t expect to grow, or build something
of lasting value. This is why your new chairman and I would like to begin our first annual
report message as leaders of True Value Company with three words.
Change is here.
Building a new True Value together
We strongly believe there’s a place for the independent hardware store in the hearts
and minds of today’s consumer. That’s why we’re driving change at True Value to center
everything we do on helping our retailers, affiliates and supply partners connect to more
customers and become more relevant in their lives.
A key part of that effort is a new brand strategy that focuses on the emotional side
of what we do: enabling the wonderful satisfaction our customer gets from a job
well done. This focus on satisfaction sets us apart from others in our category who
emphasize products and “helpful” attributes—valid, yes, but not particularly inspiring.
The new branding approach, along with other initiatives such as building our capability
for one-to-one marketing, is designed to connect True Value to a new generation of
hardware customers.
Big picture, we are building a new True Value on three strategic pillars: engagement,
growth and efficiency. We will be inclusive, engaging everyone in the value chain
to develop and implement bold new ideas. We will be more aggressive in our pursuit
of growth that we can sustain together for years to come. And we will focus on
continuously improving efficiency everywhere in our business.
IF WE KEEP DOING THINGS THE WAY WE ALWAYS HAVE,
WE CAN’T EXPECT OUR OUTCOMES TO CHANGE.
JOHN R. HARTMANN
BRENT A. BURGER
EFFICIENCY
ENGAGEMENT
GROWTH
WE’RE BUILDING THE NEW
TRUE VALUE ON THREE
PILLARS: ENGAGEMENT,
GROWTH AND EFFICIENCY.