Welcome to the second mini-series episode introducing People Allies on Stories from the River!

In this episode Heather Greenwood, Director, People is joined by Renee Bradley, Associate Director of Retail Onboarding and Education, and Nicole Gere, Senior Manager of Talent Acquisition, integral leaders of the People Team at Broad River Retail. Together, they discuss the transformation from a traditional Human Resources Department into the more dynamic People Team shedding light on the profound change in perspective and operations. The conversation reflects on the unveiling of the People Department and its emblematic elephant logo, which symbolizes strength, wisdom, and protection, mirroring the values and work culture that the team wants to instill and embody across the organization.

Renee and Nicole share their experiences and insights on what it means to be a "People Ally," emphasizing the team's commitment to creating exceptional experiences for all Memory Makers. Nicole discusses the pivotal role her talent acquisition team plays as the first point of contact for potential Broad River Memory Makers, while Renee reflects on her journey and the shift from Human Resources to a more partner-focused People Department. They delve into their department's vision and strategies, highlighting the "RIGHT" approach—doing the right thing, the right way, for the right reasons. The episode concludes with personal reflections on the upcoming spring and summer, underscoring the deep connection to the community and the importance of experiencing joy and growth, both professionally and personally.

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

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

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

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Welcome to the mini-series Introducing People Allies on Stories from the River!

Heather Greenwood, Director, People, hosts a thought-provoking discussion with Carlos Mendez, Manager, Learning & Development, and Emelyne Henderson, Manager, Memory Maker Experience, about Broad River Retail's transformation from the Human Capital Department to People. The episode begins with Heather introducing her guests and exploring their roles at the company. Carlos talks about his year-and-a-half experience with Broad River and the sense of connection and care that characterizes the People Team. Emelyne reflects on the department's growth from a small group that used to meet weekly to a much larger team requiring monthly all-hands meetings. She fondly recounts the shift from Human Resources to Human Capital and now, to People, as part of the company's ongoing effort to stay relevant and strategic while focusing on the business as well as the individual needs of its Memory Makers.

The conversation further delves into the significant December 2024 meeting where the department's name change was revealed. Heather, Emelyne, and Carlos share their thoughts on this transition, emphasizing the power of being seen as allies to the Memory Makers. Emelyne remembers the initial uncertainty to change but highlights how the department has elevated by involving Memory Makers in decision-making processes. Carlos shares the excitement and energy of presenting end-of-year projects, noting how the name shift aligns with their vision for constant innovation and strategic support. The episode concludes with optimistic anticipation for the upcoming year, focusing on the implementation of new projects and strengthening leadership within the department, all while maintaining the core value of being true allies to the people at Broad River Retail.

This episode on YouTube: https://youtu.be/Uxz1XZMXMrU

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 the fourth episode of our C4 series on Stories from the River, in which we go behind the scenes at a recent C4 Sales Training event in Charlotte and speak with some of the Memory Makers at Broad River Retail who attended.

Essentially, this episode has two components. Half of the episode features Head Coach Stacey McCormick providing a robust explanation and unpacking of the purpose and science of our proprietary C4 process. The other half of the episode features interviews and feedback from three Memory Makers who participated in the recent C4 training class.

Head Coach Stacey McCormick welcomes you back and dives into the intricacies of the C4 training process at Broad River Retail, explaining its significance in creating memorable experiences for guests. Stacey highlights that the C4 process is foundational for how guests should experience stores, focusing on key aspects of the C4 process - Connecting, Customizing, Committing, and Continuing relationships with guests. Stacey emphasizes the importance of language, timing, and positioning in sales, anchoring the process on authentic connections with guests to foster long-term relationships. He also stresses the necessity of having the right mental and physical positioning to create positive impacts and enjoy mutual success with the guests.

Stacey also provides the five personal and emotional Connection principles:
1. Connect and engage.
2. Be fun, endearing, and build credibility.
3. Influence outcomes.
4. Be urgent.
5. Extend the relationship.

The 2nd half of this episode features insights from Madelin Brown, VIP Sales Manager, Ebony Lee, Home Furnishings Professional, and Steven Ramjit, Regional Manager of the North, who share their experiences with the commission-based environment at Broad River Retail. They discuss how the supportive and collaborative atmosphere among Memory Makers promotes productivity and a sense of family rather than competition. The Memory Makers elaborate on how connecting with guests authentically helps in customizing services to meet their needs, fostering trust and building credibility.

The answer questions related to the biggest myths of commission sales, the biggest takeaways from the C4 training, and how various tools like Draw the Room and 3X optimize the process.

The episode emphasizes that following the C4 process ensures a consistent and rewarding experience for both Memory Makers and guests.

Additional resources:

Pre-Suasion: A Revolutionary Way to Influence and Persuade by Robert Cialdini - https://www.amazon.com/Pre-Suasion-Revolutionary-Way-Influence-Persuade-ebook/dp/B01C36E2YS

The C4 Process Series

Connecting the Dots - How C4 Customizes the Memory Maker Experience - https://youtu.be/W2CWJJ3YF38

Harnessing C4 Techniques: Improve Retail Performance with Connect and Customize - https://youtu.be/zcVz2-UBWsQ

The C4 Playbook: Focusing on the Fundamentals - https://youtu.be/zgHImYaAbHk

This episode on YouTube: https://youtu.be/635LhND724Y

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 the third episode of our C4 series on Stories from the River, in which we go behind the scenes at a recent C4 Sales Training event in Charlotte and speak with some of the Memory Makers at Broad River Retail who attended.

Head Coach Stacey McCormick introduces this episode and dives into the purpose for and the evolution of the C4 process at Broad River Retail. This C4 process focuses on Connecting, Customizing, Committing, and Continuing as a sales strategy. Stacey has worked extensively to transform the C4 process from a single-page overview into a refined, structured approach that reduces variability in guest experiences. Memory Makers, whether or not they are new or have been with The River for years, participate in C4 training to train, hone, refine, and refresh their skills and ensure a consistent and exceptional guest journey. The goal is to provide a roadmap to provide consistent retail experiences as they assist guests with their home furnishing needs, catering to individual demands without the typical sales pressure while also being able to influence the outcomes in a mutually beneficial way.

The episode features insights from Madelin Brown, Ebony Lee, and Steven Ramjit, who share their experiences with the two-day C4 sales training event. Madelin, a VIP Sales Manager, and Ebony, a Home Furnishings Professional, emphasize the importance of connecting with guests on a personal level to meet their needs comprehensively. Steven, the Regional Manager of the North, appreciates the unique nature of the training and the direct involvement of Stacey McCormick, valuing the hands-on approach that equips Memory Makers to deliver exceptional service. The biggest takeaways for the Memory Makers included a shift in mindset towards always seeking additional opportunities during a sale, building higher sales tickets, and the value of creating a consistent, guest-focused experience. The C4 process helps build lasting relationships with guests and the regular C4 sales training events foster a culture of continuous learning within the organization.

This episode on YouTube: https://youtu.be/zcVz2-UBWsQ

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 the second episode in our series covering the C4 process at Broad River Retail on Stories from the River!

This episode focuses on how Memory Makers can enhance their sales strategies through connecting and customizing. Host Charlie Malouf introduces this episode that welcomes back Gabby Cobos, General Manager; Bryan Clark, VIP Sales Manager; and England Montgomery, Home Furnishings Consultant, who each offer unique perspectives from the recent two-day C4 training. The episode explores the misconceptions about working in commission sales, with Bryan clarifying that commission-based income can actually be predictable with consistent performance. England and Gabby further share their insights on the importance of genuine connections with guests, emphasizing non-business greetings and honesty as key elements to establishing rapport.

The speakers delve into the "customize" aspect of the C4 process, where understanding a guest's personal space through tactics like "Draw the Room" can significantly enhance the sales experience. They highlight how this approach allows for better customization, fostering a deeper connection with guests by helping them envision their home spaces. The role of sleep in the C4 process is also discussed, underscoring the importance of promoting healthy sleep options while providing a comprehensive service. The episode concludes with conversations about professional goals for 2025 and the impact of the C4 training on achieving these objectives, reinforcing the value of following a structured but adaptable sales process.

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

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 Stories from the River episode, host Charlie Malouf introduces a new series focusing on the C4 process at Broad River Retail!

The C4 process, comprised of Connect, Customize, Commit, and Continue, is central to Broad River's approach to sales. It emphasizes the importance of connecting with guests and customizing their shopping experience. This episode kicks off a four-part series featuring insights from three of Broad River's retail Memory Makers: Gabby Cobos, General Manager; Bryan Clark, VIP Sales Manager; and England Montgomery, Home Furnishings Consultant. These Memory Makers share their experiences and perspectives on the C4 process, highlighting its significance and effectiveness in achieving consistent results in sales.

The Memory Makers express their appreciation for the company's investment in their development, noting the importance of the two-day intensive C4 sales training led by head coach and EVP of Retail Performance Stacey McCormick. They emphasize how the training enhances their ability to connect with customers and furnish life's best memories. Gabby Cobos highlights the unique aspect of the C4 process, where customers are put in the driver's seat, and Bryan Clark appreciates the ability to customize the process and make it his own. Overall, the episode provides insights into how the C4 process contributes to Broad River's success and the commitment to continuous learning and development.

This episode on YouTube: https://youtu.be/W2CWJJ3YF38

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, Charlie Malouf welcomes Gabby Cobos, the new general manager for the Salisbury, North Carolina store, which has been recognized as the 2024 Ashley store of the year. Gabby shares her unique journey from Ecuador to the United States, settling in Orlando, Florida, where she began her career with Ashley Corporate. She started as a customer service representative and worked her way through various roles, including Office Manager, Sales Manager, and General Manager. Her passion for training and development led her to serve as a regional trainer for Ashley in Florida, responsible for onboarding and developing Memory Makers across 26 stores.

Gabby shares that she has even been the host of a podcast. During her tenure at Ashley Furniture, Gabby also was able to interview three people for their own, internal podcast, called Ashley Spotlight, which was shared internally via their intranet on Ashley Discovery.

Gabby's transition to Broad River Retail as a General Manager is driven by her belief in continuous growth and a passion for furnishing life's best memories. She appreciates Broad River's culture, their emphasis on words like "Memory Maker" and the value placed on personal development. Gabby is excited to be part of a company that aligns with her values and offers opportunities for professional growth.

Gabby shares her goals for 2025 along with her habits that serve her well (like practicing gratitude and positive affirmations) and the best advice she's received. She's looking forward to investing in herself in 2025 while making a significant impact at the Salisbury store. Gabby encourages others considering a move to Broad River to take the leap, highlighting the culture and sense of being part of something bigger.

Additional Resources:
Loving Our Memory Makers - The Power of Memory Maker Appreciation Week! - https://www.youtube.com/watch?v=T7_-ZVZlnq0

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

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 special episode of Stories from the River, Manny Rodrigues, Presiden & COO of Broad River Retail, welcomes Charlie Malouf, CEO of Broad River Retail, and host of the podcast, into the studio. The discussion focuses on a significant new venture for Broad River Retail: the planned expansion into Spokane, Washington,and the Inland Northwest, scheduled for late 2025 or early 2026. Charlie explains that the decision to move into a 101,000 square foot former Macy's at NorthTown Mall in Spokane was driven by a chance conversation with an executive from Ashley Global Retail. The venture represents a strategic expansion aimed at broadening Broad River's traditional aperture relative to new markets and seizing new growth opportunities. The project is known as "Project Cascade" because it involves an attempt to expand and replicate Broad River's culture and operational methods far from its current geographical base, and the Cascade Mountains are nearby geographically.

Charlie highlights the rationale behind choosing Spokane as a market, citing the opportunity to select prime real estate and the potential of the greater market area, which boasts a population approaching one million. The project will include a dual-store concept featuring a 7.0 Ashley Store with an Ashley Outlet and an expansive Sleep Shop on the 3rd floor. In fact, the Spokane store will be the first multi-level, multi-floor store that Broad River will open. Manny and Charlie emphasize the importance of executing this venture in the "Broad River Way," ensuring a blend of cultural values and operational excellence. This expansion provides growth opportunities for current Memory Makers, with several already expressing interest in contributing to the success of the Spokane store.

This episode on YouTube: https://youtu.be/2Q_H3Mjltjk

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