Value Added - or What Have You Done For Me Lately?

Value added is a marketing term I first heard about five or six years ago. Back then it seemed to sound something like, “When you buy this or that from ME you get more for your money because we do this or that and the other guys don’t… and our price is the same as theirs.” Yep, just more marketing speak for the sales force. But let’s take it to another level. Shouldn’t adding value actually mean something? Shouldn’t it involve actually adding something extra or providing something a competitor doesn’t? Shouldn’t it require delivering something to the customer that no one else can deliver no matter the price?

As retailers you have the wonderful opportunity of delivering an added value every time you engage in a sales transaction. As a consumer (as I mentioned in a recent forum) I have had the pleasure of doing business with Nordstrom, which just opened an outlet here in Providence. The Nordstrom way is service, service, service, and they mean business. Why is it so hard to mimic this simple, direct, added value? How about, it’s hard work. It’s a servant’s heart wrapped in a serious work ethic, and an attitude or mind set that does not just theorize about making the customer numero uno, but actually doing it day in and day out.

On that note, if there is anything I can do to make your futon furniture experience a better one please call me or e-mail me at your pleasure. I will return your call and I do answer all my e-mails (about 25 per day).

Vote for FAI Board
Each year the Futon Association votes for three or four new Board members. Over the years I have had the pleasure of working with some awesome individuals. This year was no exception. New blood is important, but where we are today is a testament to those who have gone before. I challenge these former Board members to step back up to the plate for another at bat. I know you’ve “paid your dues,” but that was then, this is now. Our industry is facing an uphill battle with legitimacy and it is the industry veterans who have the most to lose. Now is the time, today is the day. Make a difference while it still counts.

Futons, Flammability and the CPSC
I got a call from a manufacturer who asked me to call the Fire Marshal in a western state. The Fire Marshal was looking for information on the Federal Standard for mattress flammability testing. I directed them to our web site which had an article we had recently run on flammability and what retailers could do to make sure their suppliers were in compliance. I asked what had prompted the call. Apparently two guys had tried to burn down a building by starting a fire on a futon mattress. They caught the guys, but their attempt at arson had failed. The futon went out. FL