Welcome to the second episode in this series, which highlights Broad River Retail's recent Ribbon Cutting & Grand Opening Event of its Rock Hill, South Carolina, Ashley Store.

In this episode, host Charlie Malouf welcomes back our longest tenured Memory Maker, Janet Leimkuhler, the Director of Visual Impact, to discuss the successful Grand Opening of the Rock Hill, South Carolina store. Janet reflects on the community spirit displayed during the event, emphasizing that despite recent challenges, the event highlighted the strength and unity within the community. Both Janet and Charlie mention the importance of staying connected, especially in trying times, emphasizing this as the key message from the opening.

Janet further explains what sets the new Rock Hill store apart from others, noting its revitalizing effect on the area and its unique offerings, particularly in sleep products that promote better health and wellness. Excitement is also high for the diverse product range and innovative services like kiosks that enhance the customer shopping experience. Janet also acknowledges the crucial role played by newer and seasoned Memory Makers in achieving the grand opening, expressing pride in the collaborative efforts.

Looking ahead, she outlines plans for store renovations and upgrades in other areas, while appreciating the continuous support and trust from the leadership at Broad River Retail.

This episode on YouTube: https://youtu.be/KCfCXv0MBFY

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome to an all-new series featuring Broad River Retail's recent Ribbon Cutting & Grand Opening Event of its Rock Hill, South Carolina, Ashley Store.

In this episode of Stories from the River, host Charlie Malouf welcomes back Stacey McCormick, the Executive Vice President of Retail Performance, directly from the Grand Opening of the new Rock Hill, SC, 7.0 Ashley Store that took place on Thursday, October 10th, 2024. Stacey shares his excitement about the event, noting that it's particularly special for him as he lives just a few minutes away. The episode dives into the significance of the new Ashley 7.0 store design, highlighting elements like the color palette and lighting that make the furniture the main attraction. Stacey points out how the brighter overall store and the more relaxed sleep gallery atmosphere contribute to a better shopping experience. They also discuss Stacey's experience in the retail industry, including his time with Broad River Retail since February 2020 and his role in several Grand Openings and Reopenings.

The conversation shifts to the Rock Hill store itself and its impact on the community and Broad River Retail's overall growth strategy. Stacey appreciates the local collaborations that made the grand opening a success and highlights the store's strategic location, which makes it convenient for shoppers in Rock Hill and surrounding areas. He proudly talks about the experienced Memory Makers who have joined the Rock Hill store, including transferred Memory Makers and some returning Broad River legends, emphasizing how this experienced team boosts the store's chances of success. The episode wraps up with Stacey and Charlie discussing the grand opening festivities, including the store's identity as the Rock Hill Raiders and the community's enthusiastic response.

Check back next week for more behind-the-scenes coverage from this recent Grand Opening Event for the Rock Hill Raiders.

This episode on YouTube: https://youtu.be/5brk3IuQO_I

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome back to our behind-the-scenes series of Stories from the River from this Fall's Sleep Connection at the Charlotte Motor Speedway in Concord, North Carolina. In this episode, host Charlie Malouf talks with Troy Walker, the General Manager at the Columbia Bloodline. The conversation kicks off with Troy explaining the recent identity change of the Columbia store from "Soda City Sluggers" to "Bloodline," which better reflects their family-oriented approach. They discuss the remarkable progress the store has made, and Troy attributes their success to a clear vision, an actionable plan, and consistent execution. Troy goes into his daily routine, emphasizing the importance of starting his day early with devotion, exercise, and being the first to arrive at work. The episode highlights how the concept of P2I (Position to Impact) resonates deeply with Troy, affecting every facet of their business and interpersonal interaction.

Troy also sheds light on his connection with his District Manager Dana Mallory, praising her leadership and genuine care. He talks about his experience at the Sleep Connection at the Charlotte Motor Speedway, emphasizing the value of events like the Expert Panelists and Q&A session for helping his Memory Makers grow and achieve promotions. The episode wraps up with Troy expressing his excitement for November, his first month of competition based on his own comp numbers, and his enthusiasm for the future of Columbia Bloodline as they prepare for a significant facelift next year.

This episode on YouTube: https://youtu.be/cke6cFsVYWA

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome back to another behind the scenes episode of this Fall's Sleep Connection held recently at the Charlotte Motor Speedway in Concord, North Carolina. Broad River's semi-annual Sleep Summit brings all of its Home Furnishings Consultants and Retail Leaders to learn together and grow together in one of six sessions held over the course of two days in early October. In this episode, host Charlie Malouf speaks with several Home Furnishing Experts from Broad River Retail, including Sandy Ruhlin, Marlin Ross, Mayra Hernandez, Leah Hayes, and Ebony Harrison, exploring their favorite moments and key takeaways from the event.

Marlin enjoys the interactive activities, while Ebony and Sandy found Holly and Jamar's session particularly impactful because it offered practical advice directly from two top-performing Experts who are thriving and understand their daily challenges.

The episode also highlights the importance of attending educational events like the Sleep Connection, which offers refreshed knowledge and practical tips to enhance sales and guest experiences. The Experts discuss how these events foster connection, boost confidence, and provide valuable insights that they can bring back to each of their respective showrooms. From learning new sales strategies to understanding the latest in technology, the summit leaves them energized and prepared for upcoming busy months, especially the high-traffic holiday season.

This episode on YouTube: https://youtu.be/P77teKRD02g

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

This week we are bringing you back to another behind the scenes of this Fall's Sleep Connection held recently at the Charlotte Motor Speedway in Concord, North Carolina. Broad River's semi-annual Sleep Summit brings all of its Home Furnishings Consultants and Retail Leaders to learn together and grow together in one of six sessions held over the course of two days in early October.

In this episode, host Charlie Malouf speaks with several peak performing Home Furnishing Experts from Broad River Retail, including Sandy Ruhlin, Marlin Ross, Mayra Hernandez, Leah Hayes, and Ebony Harrison. They discuss their roles, their journey to becoming experts, and the impact of the word of the year, "connect," on their work and personal lives. They share stories of how they have deepened their connections with customers and coworkers, emphasizing the importance of understanding and meeting others' needs to foster relationships and drive success.

The Experts also reflect on how they plan to maintain their momentum through the end of the year, sharing specific strategies and anecdotes about their connections and achievements. They highlight the importance of effective communication, mutual support, and team dynamics during high-pressure sales periods. Additionally, they discuss how Broad River Retail has supported their growth and engagement, providing tools and opportunities for continuous learning and connection.

This episode on YouTube: https://youtu.be/8UYHizabnVE

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

In this episode of Stories from the River, we go behind the scenes of this Fall's Sleep Connection, held recently at the Charlotte Motor Speedway in Concord, North Carolina. Broad River's semi-annual Sleep Summit brings all of its Home Furnishings Consultants and Retail Leaders to learn together and grow together in one of six sessions held over the course of two days in early October.

In today's episode, we catch up with Broad River Home Furnishings Associates, Consultants, Professionals, and Sales Managers Daniel Coffin, Ken Harris, Rebee Shaw, and Kimberly Evans. Even though they've all worked at the River for various tenures (i.e., Ken has been with the company for over 10 years, while Kimberly started just six months ago), they discuss how connected they feel to their guests and other Memory Makers through this and other events Broad River has had this year.

These Memory Makers share heartwarming stories of how they've connected with guests, like Rebee's memorable experience with a new hire or Kimberly's interaction with a guest looking for a recliner for them and their four dogs! They also share their favorite ways to show appreciation for one another, how they communicate during high pressure situations (many of which are coming up) and what type of technology they use to keep the team connected.

Check back for more behind-the-scenes episodes from our Sleep Connection series.

This episode on YouTube: https://youtu.be/PCI7lmJUs_E

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome back to Stories from the River. In this final episode of the Behind-the-Scenes Town Hall series, off-camera Charlie asks Memory Makers about their experiences and takeaways from the third-quarter virtual Town Hall held on Friday, September 27, 2024.

The guests include Bob Dussault, Jessi Hatley, Jim Izzo, and Liam Cohen, who share their thoughts on the atmosphere fostered by the organization. Bob, a Regional Senior Manager of Operations, and Jessi, the front desk administrator, highlight the positives of the town hall, noting the transparency, positivity, and valuable updates conveyed. Liam, a retail construction assistant, expresses his appreciation for the inclusiveness and representation of various departments in the meeting, even for those not directly involved in retail.

Memory Makers agree that the town halls foster a sense of community and keep everyone informed and motivated. The town hall's updates on internal promotions, personal wellness days, and the implementation of new programs following the Engagement Survey Action Council's recommendations were particularly well received. The discussions revealed how these initiatives not only motivate Memory Makers but also help them feel more connected to the company's goals and to each other.

This episode on YouTube: https://youtu.be/Zm51zh2TQN0

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome back to the 3rd Quarter Behind-the-Scenes Town Hall series from Stories from the River. In today's episode, Charlie welcomes back Wes Dudley, Vice President of Customer Experience and Anita Harris, Director of Customer Experience, to discuss the recent 3rd quarter town hall (that was held on Friday, September 27th) and some exciting updates from the Customer Experience department. Wes shared impressive statistics and KPIs related to the department's performance, such as handling around 5,000 contacts per week with an average answer time of 15 seconds and maintaining a 98% quality score. They also discussed their new customer effort score, where 98% of the customer effort has been managed efficiently.

They discussed the preparation for the annual celebration of Customer Service Week (CSW) which happened earlier this month at Broad River Retail. The theme of this year's Customer Service Week is "Above & Beyond," which is fitting considering the achievements and accomplishments of this All-Star team. The goal of CSW is to show appreciation for the hard work and dedication of the Memory Makers in the Customer Experience department. Activities and appreciation events along with prizes, games, and contests are planned daily for a full week at the Fort Mill and Fort Oaks locations.

Wes and Anita also touched on the positive impact of the town halls on engagement and morale among Memory Makers, with impressive retention and turnover rates highlighted as indicators of a strong, motivated workforce dedicated to customer service excellence.

Be sure to check back on Thursday for the final episode in our Behind-the-Scenes series on companywide Town Halls.

This episode on YouTube: https://youtu.be/7M_6fu4Dq4Y

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail