Wanekisms_PrintProof-9.1.17

Sometimes the best WHohawt disoawveictdimef?ine a victim?
solutions come from
road blocks! Victim [vik-tim] Noun

Our furniture was ‘ugly’ someone who gets discouraged or gives up when
faced with oppression , hardship or mistreatment.
When Todd took our new upholstery line to market, he had one take away:
our product was ugly. We couldn’t compete with the design of our competitors, A creative solution
who had monopolized the fabric demand in the U.S. market.
More research led us to an idea of cutting and sewing fabric kits overseas.
A quick solution It was no longer just a bolt of fabric but instead a component of the furniture.
It took a lot to convince the national import specialist for furniture. We had
We didn’t have a lot of options, so we started researching outside of the United to persuade them the kits were a part of a seat rather than fabric, while
States. It was expensive to import fabric directly. There were high-duty rates preventing other companies from just sewing a few parts of the fabric
and a limited number of visas available. On top of that, there was a quota that together and getting the benefit of our cost savings. This was important since
meant only so much of a certain good could be imported into the U.S., which a part of a seat was duty-free with no quota requirement. No one else was
meant we had to pay a lot of money to hope we could import what we needed. doing this at the time, and we were very fortunate they agreed with us.
It certainly wasn’t ideal, but it was our best option. We began importing some
fabric and continued to search to find a better option. We didn’t settle for less than ideal. Instead, we continued Competitive
to research until we found a better way and kept our advantage
100 costs down!

DON’T BE A VICTIM; FIND A WAY. 101

If ‘Plan A’ doesn’t work, Don't get discouraged!

the alphabet has 25 more letters! Here are some strategies for finding unusual solutions:

We Find a Way Look for a pattern Feeling Accomplished
Work backwards
“When you walk in the door, you’re Change perspective “We all have important roles to play in the company, and
either the gazelle or the lion. Which Ask someone it can be easy to let ourselves fall into a victim mentality
one are you going to be today? Are Solve a small part first if the job becomes difficult or feels like we are climbing
you going to chase down the gazelle? Take a new approach a mountain. But, I am quickly learning that some of the
most difficult tasks I have had to work
Or are you going to be chased? And I think part on for Ashley Furniture feel the most
of that is because of our success that people rewarding once accomplished.”
love to share in that. They want to be number
one. And, when they walk through the door, Rachael Ashley, Arcadia, WI
Finance, 2007
they want to be part of that success.”

Paul Holte, Arcadia, WI, Human Resources, 1984

Bring it out

“I have not “I don’t believe you can teach
failed. I’ve just determination. You have to
found 10,000 ways create an environment
that won’t work.” that brings it out in
people.”
-Thomas Edison
Colin Blackmon, Mesquite, TX
Sales, 2016

102 DON’T BE A VICTIM; FIND A WAY. 103

The 1982 Moment Adopting a Changing our thinking
global supply chain
As we have evolved, the challenges we faced This was our first company rebirth
pushed us to become a company of change. After open communication with his
Our 1982 moment has perhaps been one of employees, Ron began the process of and was a major culture shift for our employees.
the most impactful. re-charting a new Ashley Furniture that It required new facilities, equipment and training.
Making bedroom furniture was more difficult than
Sink or swim We were on our own could compete on the global stage. We manufacturing occasional tables, and the financial
strain of this investment resulted in three years
In July of 1982, Ron Wanek’s trip to the When Ron returned, he immediately called decided adding bedroom furniture to our of losses in Ashley’s Wisconsin facility before we
Dallas Furniture Market didn’t go as U.S. Congressman Steve Gunderson to see turned a profit.
expected. Our new line of occasional if he could help Ashley and other American list of products and taking on a blended
tables weren’t able to compete with the companies from foreign competitors. Unlike strategy was our only option for success. Our commitment to efficiency, continuous
tables produced at higher quality and half other politicians, Gunderson didn’t just improvement and solution-oriented business
the price by foreign competitors. We had tell Ron what he wanted to hear. Instead, What’s a blended strategy? management paved the way for success and
invested a lot of money and needed to he explained that neither the federal allowed steady and secure jobs for thousands
repay it with interest, so it became a sink government, nor the state government, Each of our facilities specialize in different areas. of employees and their families.
or swim moment. Ron realized our U.S. would be able to help him. We had to figure We use that to our advantage to structure our
company couldn't compete with foreign out how to compete in a global economy. workflow, so that each facility services each other. We refused to be a victim.
manufacturers in the occasional table The U.S. would remain a free market For example, our Wanek (Vietnam) facility makes
category. our component parts that the rest of our plants
economy, where the customer decides the use. We wouldn't be able to support that same
best value. machinery in all of our plants, so we let each plant
become the expert!

This was the biggest challenge of my life. In 1982,

we had 350 people, 350 families. I thought to myself,

they’re all going to lose their livelihood. Ron Wanek, Founder and Chairman One of our first
bedroom sets in 1983

104 DON’T BE A VICTIM; FIND A WAY. 105

WE ARE A There are three stages in business:
SUNRISE COMPANY 1 Sunrise — when a company is going up, growing,
making profit, improving
NOT A SUNSET COMPANY. 2 High Noon — when a business is at its best
3 Sunset — when a company is losing money and going
106 out of business

Business can be good today, but it may not be tomorrow.

We always find ways to improve, because when we stop

investing, stop evolving and stop bettering ourselves, we
reach high noon and will fall into sunset. But as long as we
continue to evolve, anticipate the future and change to meet

the needs of our customers, we will stay a sunrise company.

107

We’re always climbing! Not everyone accepted change,

and they paid the price.

Looking Ahead You Constantly Change Many companies tried to fight diversified economics with everything
they had to keep manufacturing jobs in America. They relied on
“As the sun goes up it warms the day, and it really “To be associated with a company that wants to be the government policies and antidumping duties rather than staying
brings opportunity to everybody throughout the competitive, which didn't help in the long run. Rather than adapting
day. A ‘sunset company’ is one that’s really in that best means you work harder than everybody else. to the change of globalization, they fought it.
aging process of having seen their peak, having
convinced themselves that they’ve reached that You’re never satisfied. You wake up. You want to get
better. That’s how you stay the best. You just don’t get
peak. So a ‘sunrise’ is continually looking for those in a rut to where, ‘Hey, we’re the best. We don’t have
to change anything. We don’t have to work any harder.
opportunities in front of you, versus We’re good.’ You constantly change.”

those opportunities that are already Raul Gonzales, Advance, NC
Upholstery, 1997
passed.” Michael Pitman, Arcadia, WI
Sales, 2011 Thankfully, we had already adopted
a blended strategy and were
You Believe in Us too ready to stay competitive when “BAdmefoatFeoacwrcrtteisoocrearyanynMna2djnfo0abf0cisvt1eowarmeniendisltlio2can0low1sAa2emy, d.e6" r3ti,hc3ea0inr0
China entered the World Trade
From the Your View. Your Ashley. Employee Feedback Organization. We are always
Survey, you told us that you have great confidence in our changing and evolving to match the
future and success over the next 2-3 years, largely driven demands of the industry!

by our focus on quality and the customer. That focus
stems from our continuous improvement efforts with

providing the customer with the best value.

108 WE ARE A SUNRISE COMPANY NOT A SUNSET COMPANY. 109

The 3 stages of business We are constantly
evolving!
When the sun is at high noon,
business is at its best A ‘rebirth’ of the company means we revamped

our business model to meet our customers’ 1972 1970
needs. The business world is in constant flux
and is always changing. We stay focused on Wall Systems Occasional Tables

When the sun is rising, When the sun is setting, the customers’ wants and needs to make 1984 1983
a company is going up, a company is losing money and
educated decisions on our business directions Global Sourcing Bedroom
growing, making profit and going out of business — all to stay competitive in the industry.
improving 1985

1986 Dining Room

Ashley has had Millennium Line 1994

1996 Upholstery

14 rebirths! Leather Upholstery 1997

1998 1st HomeStore
Opens
Motion Upholstery
2009
2014
Mattresses
Omni-Channel
2015
2016
eCommerce
Outdoor Furniture

110 WE ARE A SUNRISE COMPANY NOT A SUNSET COMPANY. 111

CUSTOMER CENTRIC

Always begins with the customer in mind and responds to
their needs with a sense of urgency
Creates inspirational, ‘WOW’ experiences at every customer
touch point
Strives to exceed both internal and external customer
expectations

112 GROWTH VALUE 113

EVERY CUSTOMER. Customer service is easy when we have a ‘happy’ customer.
EVERY TIME. But, what about when the customer is upset? You’ve heard
it a million times — the customer is always right. We can
No roll our eyes at that, but to them, they are right and they
want to be heard. Our furniture is going into their home
exceptions.
and becoming part of their lives, and there are no
No
exceptions or excuses why we shouldn’t provide anything
excuses.
but the best services we can. There are some customers
114
who we’ll never satisfy, but it’s important that we show

them the same level of respect and give them the same
type of customer service we would want in return.

They don’t call it the golden rule for nothing!

Wanekism 1 115

There is only one boss: Treat every customer as if they were
The customer. It’s that simple. your first opportunity of the day.

They decide: Carmen Weaver, Arcadia, WI, Retail, 2003

1 Where they shop 2 Who they buy from 3 Who they keep in business Create a Friendship Deliver our Promises

We have to do our best to be the “By putting our customer’s needs first, we create “The majority of customers just want
company they trust with their money. a friendship between them and us. an explanation, someone to listen
A friendship that keeps them to why they are upset and to have
R u l e : Every customer. Every time. coming back.” a realistic solution. Don’t avoid or
ignore when something goes wrong,
Situation: I’m not a morning person. Joshua Townsend, Arcadia, WI hoping it will go away. Own the mistake and
Customer Service, 2013 deliver on our promises in the time window we set.”
Your Supervisor approaches Sorry, but that’s not an exception.
you about a customer who Take Care of the Customer Luke Schaffner, Arcadia, WI, Retail, 2000
provided negative feedback I have to get this project done and I’m on a tight deadline.
on how you responded to I didn’t have time to help them. “We believe in taking care of the customer no Customer Focus
an issue they had. Why did matter what. Every customer’s different. They all
Nope. Still not an exception. have a different issue. Listening to the customer "It's important to have the
you handle the situation and taking care of them is our number-one customer focus. Customer focus is
It’s not my job. I figured someone else would take care of it. priority. We don’t want to lose what we're all about. We only win
this way? customers. People share bad if our customers win."
Definitely still not an exception. experiences because they
want to be heard.” Margaret Pronschinske, Arcadia, WI
Customer Relations, International Logistics
Veronica Ornelas, Colton, CA and Supply Chain Planning, 1978
Retail, 2006

“Establish a strong relationship with the customer.”

Ali Gutschetl, Las Vegas, NV, Retail, 2012

116 EVERY CUSTOMER. EVERY TIME. 117

NO EXCEPTIONS. NO EXCUSES.

5-Wsetwaarntctoo mbepaany! Our customer care representatives
handle about 10,000 live calls a day!

We leave no stone unturned when looking to be the best at what We call every customer who responds with a 0 to 6 to determine
we do! That includes following up with every single customer who what corrective action and preventive action we can take!
makes a purchase – no exceptions.
We use a Net Promoter Score (NPS) - or a Digital Net Promoter On Time Performance Go a Little Farther
Score (DNPS) for online services and digital orders - to measure
our customers’ opinions on recommending us to others. “On time performance is one of the key indicators to “I find customer service rewarding in the sense that
improve customer satisfaction. If a customer placed many times throughout the day you can make people
To get this answer, we ask a single question: an order, they expect to get it at the date happy. There are some difficult days, but in the end
they want. You need to ensure there’s it’s satisfying. There are many time that you can make
“On a scale of 0 -10 (10 being highly likely), how likely is it that you will no quality issue when the customer someone’s day by just being polite
recommend Ashley HomeStore to your friends and family?” receives the product and they’re and doing your job. If you go a little
happy when they receive it” farther, it’s even more rewarding
because 5 minutes of your time
Andy Fan, Dongguan, China can make a world of difference to
International Supply Chain Planning, 2008 someone else.”

Jason Vazquez, Arcadia, WI, Customer Relations, 2016

Here’s how we break down their answers! To be considered “ The main goal of customer service cWonethaacntdsliend240.116maillloionne!customer
9-10 - Promoter best in class, we
7-8 - Passive need to have an should be to end the call when
0-6 - Detractor NPS score of 85% every party involved is
or higher! satisfied.”

Alexa Wineski, Arcadia, WI
Customer Relations, 2015

118 EVERY CUSTOMER. EVERY TIME. 119

NO EXCEPTIONS. NO EXCUSES.

The Golden Rule If you don’t think it matters,
Treat others
the way YOU maybe a few words from our
would like to be customers will change your mind!

treated! “Once you give the customer what To: Customer Service Group
they want, they will buy Ashley From: Annette
product again. They will tell their Subject: Redding, CA Praise!
friends, ‘Hey, what a great piece of
product we got from Ashley.’ And To whom it may concern: aSFTuropbo:ujmre:CccuhtRsa:otsboeIemd’remtrprhCoaadvruiecntg a problem with
what that does for our business, it Ilmrarwtoeedehhhveqdsieaetuipcdetohssusinoweptodwlraeneaeittd,dstoutriIadseetnneenchfwdlleoriotiotvfonswtheetheermyraieyo,nctrdudhoe9wast9vhrIyuo-iidoldyacsdutaehiryaeydi.rmwoCs-aeuTpEoihrOallfaio.dedsvrrlviYedetepdopagrieuldadte,a,riicbcddseaoeaientmnnn.idhedgosnYtithoafneuor
gives us repeat customers. Plus, it is elated! TIwoIhinartwnehtakchnseyitioseavudgermadatiItontMt!hPeteRrhE.arSnIeSkpIhlVyaaEovcueecmufbesoentretonmypeocaruorrmtspepltreeovrtdiseacolyeny..alsahteilspfied
puts our brand out there.” Ipasop'rntnrmodoofrtvmeteoeoshpnrseweihotopefotnerharemmalsyenoimntlysaaioanlwsutnatiessasrefrfrpoeieivurdnir#ccf1wwehuihatitipsunhcrerhodeAtv.mhiiseYetdaroeliuwdecasaasbryaaehnnatddbnhadeh#cla1kevde fpfmcmfprprboYoaaoeoroeronrnromodueeypdueoytlnucxna.acheocttenfoewtIsrdtmmtseoep.howamfyraenyineoIny.olylyutiultyorchehiuaesamamprcnyvalerojekwobmsgueaIurpaeswydaayttoasbnnrnuodyfydkdlyfaooiosrunngothr’grkhotteeuoalotd
Thank you!
Tony Sudduth, Ecru, MS in California. Robert
Quality, 1994 IftoharamwnaksrpdyeeocduiftaiconadlMlrfy.orTroehdqiduseWsaattnitenekgntftiohorinsatbosep‘etchieal
little guy.’
“To you it’s the 89th time today
that you’ve dealt with a damaged Sincerely,
product, but it’s that customer’s Annette
first time dealing with their
damaged product.
You have to be
able to keep it in
perspective.”

Callie Smith, Arcadia, WI
Customer Service, 2011

120 EVERY CUSTOMER. EVERY TIME. 121

NO EXCEPTIONS. NO EXCUSES.

BE AN AMBASSADOR. Our sales and delivery teams are the frontline to our
customers. And, as important as it is for them to be an
1322
ambassador and represent our company to the

outside world, it’s equally important for the rest of us

to remember we share the same responsibility.

We are all salespeople in what we do. How we present
ourselves to coworkers and external communities is

a reflection on who we are as people as well as a

representation of the organizations to which we belong.

It doesn’t take much to leave a good impression.

If you don’t respect someone or their time, they certainly
won’t respect you.

It’s as easy as: 1 Speaking highly of what you do!
2 Treating people with respect!

123

What do we gain Positive Community Relationship

from being an ambassador? “While I was a driver, every year I was allowed
to take my tractor and trailer to a local
Increase in Sales New Employees and Ambassadors elementary school for transportation week
at the school. When you see the impact this
“Being an Ambassador is not only about being “The survival of your job and the company is to provide makes on the children, it is amazing. Not
the Founder, the CEO, the Vice President or even for the customer what they want, when they want it. Every only does this impact the children but also
the Regional Director of Ashley HomeStore. It is employee is valuable and needed to help any company the faculty. It shows that we care about our
about creating an experience and perception of survive. Is it not in the best interest of employees to communities and local schools. My brother
more than selling furniture. Our teams are creating be Ambassadors of their place of employment? Be an Glen is an Administrator at the school and
an experience and a memory for families that Ambassador, a believer. Work hard to fix the wrong, find says when I leave, the conversation remains
choose to shop in our stores. These a way and leave your mark on the stepping
Ambassadors must not only protect stones to the future, for this company and how impressed they are with
our brand, they must create ‘Raving future employees. They could be your our equipment and the
Fans.’ Through these Ambassadors children.” willingness to come and
is how we become Her favorite show the school what and
furniture store.” Margaret (Peggy) Boe, Arcadia, WI who we are.”
Customer Service, 2013
Jay Lee, Las Vegas, NV Jeffrey Reeder, Ecru, MS
Retail, 2012 Transportation, 1999

Being an Ashley Ambassador means that I get to share with the Lending a Helping Hand
world what it means to work for a World Class Organization
where quality, passion and people are our best assets. “We [truck drivers] do everything that we can — not just the Ashley drivers — to make sure
From the customer looking to enhance or start their home everybody is safe by seeing things and helping people at accidents. The last time I was in
to the associates who find a career and family within the Oklahoma a guy stopped, and he had his flashers on. It was about midnight. I pulled over,
organization, Ashley Furniture is changing people’s lives! and he was having a heart attack. I’m an Emergency Medical Technician (EMT) from way
back in the service (4 years, U.S. Air Force), so I stopped and recognized what was going on
Evan Johnson, Atlanta, GA, Retail, 2010 there. He calls me every year just to see how I’m doing!”

124 Dan Christensen, Arcadia, WI, Transportation, 1995

BE AN AMBASSADOR. 125

Ar emp rbe saesn tsaal ldoof ru ss! rawteyyHhepogooeruruuaeregtrssakrhe.entutnWolmeytwwesmoemrophlAelaualsordovhiymeefleaeptepbyorhpoueeyFurrsougessuErhctentaiohadistratftueuviaoer;ernnrennd!diotfiTrnowwuihrvra,teiennhdttgehpufeireusydoromtphuyoooronsAMueestrshrto.tluoefcFyakkrtnn.ehhwdodHiesawerekyerli.enwictidhnktaseeMtbrmuNripsglao,tnyodeeletof

Dear Mr. Wanek:OMsnwininGtceohsooddtraFivrteiodrsaI.ynW, dMhiaeannracwhoen25gIto-ht8, 8tm.oyWoehuursstbdoaepnspdteinadantadifotnIeriwnetIrheNe, heading from “A good
second toll to Ambassador
I realized my

wWhwabfiesloaalerlcpwltekhAetowasr! nehan(elIdsesyaemhtnaaaFidsrdlukscretihenndoimingtldg.etuorrutgeshMe,enrfitrc.coyFawmrrape,shWdeoatinFscecrt.,eoriwndnucsfrhoiikencn,kidnsarmonitvnydhe.ersHtowhecnaaattllllloieisnhlttdege).nmhtIeaoeddcshatafelooyleuwdanhaedstmhfmeaoesyusdnnwarudgimavemlebleryeotrn HtPohlemeae$s4efo0lrewtBeohyitmsrie&kdnGotwiorlasg.givaeinhiomurwgarsatdiotnuadteeadntdo that is being kind to
Mercy your customers and

Thank you! anyone you come
across who needs
help. Any time you
have it within your

power to make

aTmtpdheeoitsntnhnaewuytpotefnoridnltolhemsVertafouu$lppls4a;.m0reaavwniesenow.waaHasfetnaetrrlesedotmutyoronnheguhdisivsbemawynhaidmywaattnlooldetIcINhaa.innrLdisotiysnw.tgoeusdltd. oHrneyottsohtloadrktue,sowtneoe Sincerely, things better for
Mark & Linda someone,

do it.”

Fred Fredrickson
Arcadia, WI

Transportation
2004

1726 BE AN AMBASSADOR. 127

Frank Rolbiecki 30 ‘Getting there’
Ambassador YEARS is only half the job

Frank is one of the most veteran Ambassadors in the Very Refreshing Good Vibes!
Ashley Distribution Services (ADS) family. He’s been
making deliveries to customers since 1987! Frank has “Wanted to mention that our driver for “I just wanted to pass some good vibes to
lived and expressed the finest values of our culture Wednesday, Pete Nyseth, was really good. you regarding your driver on the Freeland,
for decades and is still going as strong as the day he We haven’t had a driver issue in a very long PA load last night. He called me asking some
began. For his service in 2016, he was recognized as time, and the new drivers we’ve been getting questions, and I was just really impressed
the North Region (Arcadia - Midwest area) Customer have all been really good. However, this driver, with his passion for service and wanting to
Service Excellence Ambassador of the year for the was very informative as well. He was very learn more about our business.”
volume of customer compliments he received. One pro-Ashley and talked about where Ashley is
customer expressed her appreciation for Frank’s headed and how they pack their trucks. Very Brad, Cargill Meat Logistics Solutions, Inc.
professionalism: refreshing.”

“Just wanted you to pass onto whoever it concerns Deb, Our Place to Yours
about our nice delivery guy Frank. He was so helpful (about Pete Nyseth, Arcadia, WI, Transportation, 2016)
today. My delivery guys were away, and others were
at lunch. I couldn’t help him unload. He unloaded FArmabnkasissaodnoerosfinthtehemAoDstSvfeatmeirlya.n
eight pieces with a smile and great attitude even
with the nasty weather.”

It’s this active expression of Ashley’s core values that have allowed Frank to find success 65,425,132
spanning decades. It’s this customer-centric attitude that helped grow the Ashley brand Total Ashley truck miles driven in 2016
into what it is today and allows us the ability to retain ‘The Right to Win!’ 30 million Total Ashley products
delivered to customers in 2016
Started at Ashley: Department: Facility:

1987 Transportation Arcadia, Wisconsin

1728 BE AN AMBASSADOR. 129

Ashley Pride! A “Wow” Experience

When the customer comes in and I open the When I see an Ashley truck or I see the Ashley logo on a billboard or on a
box and they view the merchandise and commercial, or if I’m wearing a shirt in the supermarket, in the mall or the
they’re satisfied with everything, it makes gas station, to me, it’s a sense of pride. It’s a sense of pride from starting
me feel I’m doing my job and everybody else 20+ years ago, working my way through multiple systems to where I am
now to where I’m able to help mentor and coach our future business
leaders. The overall product that we’re putting out and providing a
‘wow’ experience for our customers, it’s a complete sense of pride.”

Todd Schuelke, Arcadia, WI, Upholstery, 1993

is doing their job. If we can get one piece Promote the Business
into the home that they’re satisfied
with, we can get a whole room, “Everything [Truck Drivers] do
maybe a whole house, so that’s my out there is an image. If the truck HAroewsphrldeesoyen?ytou
goal. The more Ashley, the more job looks nice and the driver behaves
security. and does everything nice, it is just
Chad Moore, Brandon, FL, Customer Pick-up, 2008 a good image for Ashley. It helps
promote the business, and to me
that’s what an Ambassador is
supposed to do.”

Serving our Communities Don Schultz, Arcadia, WI
Transportation, 1991
The beauty of being an Ashley Ambassador is that many of us are not just Ambassadors
for the company but an Ambassador for the communities in which we reside. Ashley Wteoapdlalorhotau!vre We are all
the face of
Ambassadors have a track record of a variety of volunteerism efforts in our company.
local communities. Whether it is volunteering time with the local school
districts, serving on emergency services (EMT, Fire Dept., Police), or
through servant leadership by serving on local city boards, Ashley
Ambassadors make the communities in which we serve a better place.

Cole Bawek, Arcadia, WI, Public Relations, 2013

1730 BE AN AMBASSADOR. 131

BOUNDARYLESS

Reaches across departments for the greater good of
the company and its customers
Sees no boundaries when a problem is identified
within or outside personal area of influence and takes
corrective measures
Breaks down internal and external barriers between
the company, its customers and suppliers

132 GROWTH VALUE 133

YES, BEFORE NO. Great ideas come from everyone, which is why we

134 welcome new ideas all the time! It’s easy to

list the reasons why an idea may not work, but it’s

important to always explore it just to be

sure — even if it’s an idea we’ve already tried. It may
be worth trying again because timing is everything.
Don’t get us wrong. It’s easy to keep things the way
they are, but we don’t like to stay static. Saying ‘no,’
is the same as saying, ‘I don’t want to get better.’ And
that’s just not us. Next time someone gives you an idea,

find a reason to say ‘yes’ before saying no.

135

We are a ‘can-do’ culture Great people make great companies!

“We are really all about teamwork and employee engagement. So, when It can be hard to take a step back and look objectively at what we’re doing and what we’re
we have projects or ideas, the first people that we run those ideas by are producing. That’s why we rely on feedback from new employees with fresh eyes and fresh minds to
employees. At the end of the day, it’s my job to make sure they have what help us think critically about our existing processes.
they need. Anytime they have suggestions, we include them.”
Feedback in Action
Evelina Rurek, Advance, NC, Casegoods, 2014
Our teams across the United States conducted 60-day roundtables with
“If it’s something that’s going new associates to find out what brought them to us, what we’re doing
to benefit us and benefit the well and what we could do better.
company, in most cases it gets
implemented, and we try it. Perseverance is key!
That’s the beauty about Ashley
Furniture. We’re not afraid of Perseverance is steadfastness in doing something despite difficulty or
doing things differently. We’re delay in achieving success.
Just because something will delay you or take extra time, doesn’t mean
open to change all the time.” you should say ‘no.’ Saying ‘yes’ can lead to a better process!

Al Ghadban, Colton, CA, Retail, 2010 “If we continue to listen to not
only the applause but also the
“My own personal story on this stems from my own manager. He has pushed me to never opportunities of what makes us
try to answer a question too fast. If I don’t know an answer, it’s ok to say, ‘I don’t know.’ the place where people WANT
An answer may come later. Solutions to the answer may take some time. The best way to to come work and we show the
come about an answer would be to stand back, look at the whole area and think outside associates their voice is important,
the box (What would I do, what could be the possible solutions, would this answer work we will be able to relieve the turnover
best?). I’ve learned over the 8 years I have been with Ashley Furniture, that if you get stuck and experience long-term retention with our
in a rut, look further than just where you are for an answer.”
associates. The culture in this market is
Jessica Przybilla, Arcadia, WI, Upholstery Support, 2008 not to say ‘No.’ It’s how we can say ‘Yes.’”

136 Tracy Huckaby, Glendale, AZ, Human Resources, 2012

YES, BEFORE NO. 137

It’s easy to I don’t even know Instead, We can set up
say no. where we would begin we say go! an action plan.

Having trouble in doing that. ‘Yes, and...’ How can we
saying ‘yes?’ fit this into
We’ve always The number one rule of the budget? How do you
Start with something small. Say done it this way. improv comedy is to say think we should
‘yes’ to a quick coffee with a ‘yes, and…’ after someone
new employee or rearranging a It will take too presents an idea or action go about
workspace at the suggestion of much time, which within a scene — accepting doing that?
another. Get comfortable with we don’t have! and expanding what was
doing new things, and you’ll feel presented. It’s important we
more comfortable saying ‘yes’ to It won’t work the build on each other’s ideas and How does this Let’s set aside some
bigger and better ideas! way we have what has already been done! benefit the time to review this
department? more in detail and
everything set up. Company? compare it to our
current process.
It will be
too expensive!

It’s easier to Let’s see Great idea!
just keep doing it how we can Tell me more!
incorporate that!
the old way.

I don’t
understand that.

138 YES, BEFORE NO. 139

WE ARE THEY. We’re incredibly proud that we can make the best product

140 for our customers starting from raw materials all the way
to delivering it directly to their home. The wide variety of
products we provide is just as vast as the people we work

with. It’s our ability to work together as one

that makes us successful. It’s dangerous when we start
using the word ‘they’ to refer to another company, another
department or even a team member. We start to fail when
we say, ‘That’s their job,’ ‘I can’t do anything until they’re

done’ or ‘They’re in charge, not me.’ We can only win as a
team or lose as a team. There’s no in between.

141

Team: a group working together towards It’s not just about our teammates.
common goals through trust,
accountability and communication. It’s about our customers too!

Different Perspectives Dig in Together Ourselves as Customers

“My favorite part of my job is definitely the people that I “We are a team, a family, and we dig in together to “One thing that we learn here at Ashley is not to look at our job as just
get to spend every day with. The ladies and gentlemen succeed at every level.” a job but also look as the customer. I'm a customer. If I don't send
in our department, they truly are great people. I learn the piece to a customer, it's like I'm not getting my own piece at my
a lot from them professionally and personally and the Andrew Lien, Binh Duong, Vietnam house. And, the way that I feel is the same way that the customer
experiences that they all bring to the table and their Upholstery, 1998 feels. So, we always think about ourselves as customers.”
different perspectives. While we may not all always see
eye-to-eye every day and we all may be individuals, I “There are no borders. Helping one Hector Sanchez, Colton, CA, Distribution Center, 2005
think that those differences are really what allow us to another just solidifies the culture
be as strong and successful as we are. And, I'm really and the relationship that each The Foundation The Real Win
appreciative for that.” department has with one another.
“Honesty and integrity means everything “My favorite part about working at Ashley
Sarah Hulett, Arcadia, WI It’s crucial for growth. to me. As one of our core values, to me has to be the collaboration and the
Interior Design, 2004 it’s the foundation of trust. On a team or opportunity to work cross-departmental
It’s the glue that binds within an organization if you don’t have with all different types of leaders and be
Growing Tremendously us together.” trust, you’re not going to be able to drive able to learn from so many talented people.
Every day I get to come in and learn from
“Nobody says, ‘It’s not my job,’ or ‘It’s not in my job Rodrigo Paiva, Ybor City, FL results. The bottom foundation of any some of the best retail minds in
description,’ or anything like that. I think that’s a huge eCommerce, 2014 team is trust if you want to be the business and to me that’s
benefit. It’s allowed us to not have to expand the size the real win.”
of our department – even though the able to grow and you want to
company has grown tremendously.” be able to continue to grow.” Manny Sciberras, Ybor City, FL
Retail, 2015
Jim Evanson, Arcadia, WI Keith Foy, Ybor City, FL
Finance, 1988 eCommerce, 2014

142 WE ARE THEY. 143

The foundation Communicate
of teamwork is our
Make your intentions known when engaging team members.
Code of Conduct Be open and honest.
Challenge others as fellow team members of Ashley not as competing individuals or teams.
Build Trust Encourage and suggest, but do not direct members of other teams on how to do their jobs.

Earn your place on the team. Be Accountable

Respect Own up to your mistakes, learn from them and fix them as soon as possible.
Ask for help when you need it. Give help when it is requested.
Seek to understand. Be open-minded to different perspectives and opinions. Complete the task or project by your deadline or communicate when it will be done.
Listen actively. Don’t interrupt. Keep a high level of peer-to-peer accountability.
Challenge the status quo. Offer ideas for improvement. Work to build a positive reputation for yourself and the team.
Do not attack team members personally.
Vigorously debate and then when a decision is made, support it. Conduct Meetings Professionally
Encourage those around you.
Offer help when you see it is needed. Make every effort to achieve 100% attendance. Communicate when you cannot attend.
Speak positively about team members – ALWAYS – and deal directly with them on issues. Be punctual. Arrive on time, and stay for the designated time period.
Manage issues with team members behind closed doors. Prioritize problems. Move important and urgent issues to the top.
Participate. Be prepared to discuss, explain, challenge and/or ask questions.
144 Manage your meetings with a clear purpose, expectations and agenda.
Respect others’ time. Keep the meeting on track.

WE ARE THEY. 145

BTHiEgPOgWeERrO.FOBenetter. Stronger. Teamwork in Action:

If you haven’t heard it already, you will hear the Calling in Backup Divisions Unite
OneTHE POWER OF phrase ‘One Ashley’ throughout our company on
a regular basis. This is our verbal reminder that no matter how much we When the Eagle machine arrived in “The thing that I really liked about this particular
grow as an organization, and how many sub companies or divisions we Leesport, PA, it was all hands on deck to project was the fact that it was North Carolina
build, we are all ONE team. get it up and running! All of the machine and Pennsylvania working together. Ashley’s
guarding had to be built and installed not just Ashley Pennsylvania or Ashley North
It’s amazing the difference before it could be put to use. After falling Carolina, it’s a company as a
a letter makes! behind schedule, a quick call was made to whole. If we suffer in Leesport,
the team in Advance, NC for assistance. we suffer as a whole.”
Y o u r vs. O u r Fourteen guys dropped everything,
flew in that day and stayed the Ryan Postal, Leesport, PA
“You’re not working alone, you’re working weekend until the task was complete! Safety, 2012
as a team. There’s no heroism in the
company. It’s basically everyone has Deadlines are important, but safety
the knowledge and skills, and it’s comes first! It’s always a safer
people putting their skills together choice to call in reinforcements.
to make Ashley what it is today.”
Being Bound Together
Desmond Lem, Shanghai, China
China Retail, 2012 Opening the Shanghai HomeStore took almost two years from when the concept came in saying
that we’re going to have a brand new store, with different kind of product we never made before,
146 to a new location that we’ve never been to before. It was a long process and sometimes painful.
We worked on a lot of details, and we had great experiences. At the time we had all the U.S. top
leaders coming in to help, and we also had our internal team traveling learning from each other
in so many ways. So many people, a very good example of the team members who joined that
session, being bound together because together we can be very, very strong.

Seele Wu, Dongguan, China, Product Development and Engineering, 2005

WE ARE THEY. 147

A CULTURE OF
LEADERSHIP

Takes advantage of every opportunity to teach
others about the business, as well as leadership
and inspired them to achieve their potential.
Takes ownership in his/her own personal growth
Loves the great game of business and winning

148 GROWTH VALUE 149

GIVE A MAN A FISH, We will always find things we don’t know how to do, so we
AND YOU FEED HIM FOR A DAY. rely on others to teach us. If they just did it for us, we
would become dependent, which isn’t sustainable in the long
TEACH A MAN TO FISH, AND YOU
FEED HIM FOR A LIFETIME. run. It might take a little longer at first to learn and
develop mastery of a skill, but the investment

will certainly pay off. Not only are we able to do our job, but
we can also offer the support to our team that they deserve.

150 151

You can’t just put a Why we teach!
pole in someone’s
hand and call it a day. Hopefully, you’re teaching that person who in
turn can teach several others, and it can start to
Fishing is more than dropping a line in the grow exponentially. And as that talent and ability
water and waiting for a fish to bite. There is
a science behind it, which we have to share if expands, you’re able to increase your
we want someone to truly know how to fish. business and cover it with more
Fish species and their habits are as big of a people who know how to do what
factor as the type of water we’re fishing in needs to be done.
and what bait we’re using. Fishing is more
than the manual process, and so is our work. Mike Moran, Arcadia, WI, Plant Engineering, 1986

We have to teach our team members about our Passing Profound Knowledge
processes and why they’re in place. It helps
them remember what they’re supposed to do, “It is very important that the profound knowledge gained
and it also increases their ability to see waste, throughout your career here gets passed on to those who
improve the process, and educate others, who join the team over time. The ‘why’ really comes
go on to repeat this cycle of improvement.
from the person who does the training. We
Give them the whole story have an amazing group of Trainers across
not just pieces. the enterprise, and they work hard to not
only make sure each member of the Ashley
1752 family knows what to do, and how to do it,

but also WHY we do it.”

Beth Knoepke, Arcadia, WI, Human Resources, 2012

GIVE A MAN A FISH, AND YOU FEED HIM FOR A DAY. 153

TEACH A MAN TO FISH, AND YOU FEED HIM FOR A LIFETIME.

Ashley Furniture wouldn’t be what it is today without Here’s a mentor of our own!
mentors helping us along the way. Here’s a few of Ron
Wanek’s mentors who helped set our company’s foundation! Name: Employee Number:

Bill Wernz, Winona Industries Richard (Red) Glowcheski 000003

Ever wonder why we focus so much on anticipating what the customer will want? You can thank Start Date: Role:
Bill for that! Specializing in product development and design, Bill taught Ron that managers must
have a vision in order to succeed as a leader. Watching and working with Bill, Ron realized that Spring 1970 He’s done it all!

focusing on the customer is what makes a successful business. We have to forecast Over the past 47 years, Red has taught many of us how to fish while he’s
done everything and then some for the company. In his words, “It was
the business correctly and read the market in advance! just a matter of somethin’ you had to do, and get the job done.” Seeing
the growth of Ashley first-hand, Red stayed around in recent years to
Rudy Meisbauer, Winona Industries teach and work as a trainer until his retirement in February 2017 on his
80th birthday. Part of teaching and mentoring others is getting to see the
Rudy gave Ron his first job at Winona Industries in 1961 and taught him discipline, respect progress of those you’ve taught. Red doesn’t believe anyone is following
in his footsteps though, “They’re in their own footsteps. You just show
and understanding that change has to happen in order to succeed. That’s two of our ‘em the path.”

five Core Values, but who’s counting! Rudy had high expectations for everyone, but he was a Red’s advice to new supervisors: Fun Fact! The only
negotiator. Always making sure they got the right parts and the right price. active employee who
There are two types of supervisors: those has been with the
Leif Holan, Winona Industries that leave it happen and those that make it company longer is
happen. Those that make it happen, go up
A ‘mechanical genius,’ Leif built, modified and pieced together used and existing equipment the ladder. Those that leave it happen, are Ashley’s Founder
to fit the needs of Winona Industries. They couldn’t buy custom machinery. They had to build just content to be that first line supervisor. and Chairman,
it. Seeing his ability to engineer, Ron and Ashley Furniture have followed in those footsteps – But if you want to get ahead in life, you Ron Wanek.
gotta make things happen.
building machines in-house and recycling what we can!

Mentors come in all shapes and sizes, I was fortunate to be able to work with
but all it takes to be someone’s mentor each of them to learn virtually every
is being a loyal friend and teacher. aspect of the manufacturing business.

Ron Wanek, Founder and Chairman

1754 GIVE A MAN A FISH, AND YOU FEED HIM FOR A DAY. 155

TEACH A MAN TO FISH, AND YOU FEED HIM FOR A LIFETIME.

THE SPEED OF THE LEADER, The Home Furnishings Industry never slows down, and
THE SPEED OF THE TEAM.
it certainly won’t stop for us! Which is why leaders
6156 at every level in our company are constantly out
there working with their teams, in the thick of it,

doing what needs to be done. We’ve found that when our
leaders are passionate about something and continuously
look for ways to improve, their teams do the same and
produce much better results. We don’t work for people.

We work with people!

157

We lead by example! Exceptional Leader

Set the Standard Taking Steps Forward Name:

My job is to lead by example. I never “Sometimes you need to see that inspiration Terry Glenn
forget where I started at, and I’ve never from your leaders, so that you’re not afraid
asked anyone to do anything to take those steps forward, even if you’re Started at Ashley:
that I won’t do myself.” not quite sure yet how it’s going to happen.”
1993
Timothy Jones, Ecru, MS Joey Daley, Ybor City, FL
Quality, 2010 Creative Services, 2005 Department

There is no division between ideas business Upholstery
leadership and employees.
We work with them hand in training Learn & Lead growth Facility “Terry is one good example that reflects the
hand. Daily we’re out there encourage leadership company’s core and growth values. He is
with them, understanding Binh Duong, Vietnam a leader that shows ‘Dirty Fingernail’ and
what’s going on, trying to ‘Culture of Leadership.’ He is very close with
help them improve, and help “There is one guy that stands out. From the team members. He always ‘goes and
them to be successful in 7am until 4:30pm, he plays full out. Terry sees.’ Whenever I meet his team, people
what they’re doing. Glenn is always digging in, and I think he is are happy and learn from him to be a good
the perfect example of our Core Values. He example and leader." Recognized by Jane Nguyen
Rudy Aguilar, Advance, NC is hitting the floor looking to find new ways.
Upholstery, 2002 His passion and drive is witnessed, and he
is the first person to pick up a staple gun
to build a unit when someone is struggling.
His goal is to prepare his team.”

Recognized by Andrew Lien

success team

158 THE SPEED OF THE LEADER, THE SPEED OF THE TEAM. 159

Replace the word speed with A leader is only as
any other attitude or behavior, strong as their team!

and it still rings true. Servant Leadership: helping others succeed and treating others with

Go on, dignity and respect. The greatest input to any output is people. By helping each
try it other be successful, we are able to achieve better results as a team.

for The of the leader, Direct Responsibility Spread the Work Out
yourself! the of the team!
“It’s taking that organization chart and flipping it "When I first started supervising, it was about me. I
Ex: enthusiasm, focus, passion, attitude upside down. Now, we have direct responsibility, came here looking at what I could do to make myself
and we report to every single person that’s above look good, and then I started putting more power in my
A lot of times we have to make decisions on the go! us. That’s servant leadership, and that’s team instead of being dictating. I started seeing more
what everyone here at Ashley in results out of them; people were happier. We also didn't
“I can remember when Todd Wanek showed up here one Monday “‘Speed of the Leader, Speed of the leadership has come to recognize.” really focus on quality until the end of the line. We had
morning and said, ‘Hey, we've got to develop 100 new SKUs by Team’ is being able to make decisions, finalizers, but if you have 100 units coming at you, you're
the end of the week.’ And, he brought the team together, and we knowing the policies and procedures but Manny Martinez, Redlands, CA not going to catch everything. When I started figuring out
were able to do that – to react to a market change that he had also knowing there’s times when you’ve Distribution Center, 2007 and learning line balance, I started talking with people
just found out about. We responded and were able to got to make a decision one in Arcadia who said, ‘If you have knowledge, take that
produce those products, so that they could show at way or another and move Take Leadership Upon Yourself knowledge and spread the work out.
market the following week. And, that's exciting to forward.”
be a part of something that dynamic." “My managers and team have taught me about Make it quality at the source
Kurt Haines, Colton, CA the importance of leadership. Not only that it not quality at the end.’
Bush Hamilton, Ecru, MS, Upholstery, 1998 Retail, 1986 needs to be present in order to function smoothly
as a department, but also when it’s not there to We took it out of one person's hands
take that leadership upon myself and and put it in everybody's hands.
do it myself.” It went back to trusting my people,
showing them I was there for them.”
Kyle Flynn, Arcadia, WI
Information Technology, 2011 Lonnie King, Advance, NC, Casegoods, 2014

160 THE SPEED OF THE LEADER, THE SPEED OF THE TEAM. 161

What makes a great leader? Even if you’re not a leader,
it still rings true.
Beneficial Experience
individual Give it
“Being a solid force for continuous improvement, continuous of the leader, another
change, and raising the team to higher levels, while being
able to effectively work with other leaders across the of the team! shot!

company to benefit the whole is a must.” The
the
David Taylor, Arcadia, WI
Human Resources, 2015

“Managers dictate and Taking Risks Be an Influence ctwtooedthaIowl“ooelWyrn.rs.mdNdheWhTidyienoofnehoinaaufetsrftlBadeyeoeIoola'rm,rlrybsem,eadehean,nl.atlytaAohvIaoldeitlbemnfvnlvlgaejoeeemeunutaesrdctyrhddetyioof,eoesfdNmyrnectmsCoseoryr,pueueoLililnnnnosereattgyaalmalwnte,dotheyaS,nhnlsseiyaoex.maettvaEStdieanirhvajgercudeeemnryhsy,ro,batlyae[t,oIdbpan2hodooee0ddmnydr0ree.te"sy9tr,haeohsinhnmnnaaog]tipnts'ssil.notjtdySuwhhesieoehvtei,aiirdrtmcuoaaIywlnlny’t
manage tasks. Leaders set
a destination and inspire “Strong leaders are not afraid to take a risk. “It doesn’t matter at which level in the
Strong leaders more than likely have failed organization you sit; you can be a leader.
their teams to forge a somewhere in the past and found a way to bring You learn that helping others attain
trail to get there.” themselves back together and become stronger success brings upon your own success.
because of it.” You understand that you will influence
Michael Abrams, Arcadia, WI everyone through the steps you take and
Human Resources, 2017 Brad Clark, Colton, CA, Retail, 2009 the decisions you make.”

162 Compassion Daniel Solís, Advance, NC
Human Resources, 2015
“A trait that makes a great leader is compassion —
understanding that everybody is unique and
everyone strives for a goal, but they might go
about it in a different way. And, understanding
that they’re different, and you have to treat them
in different ways to help them accomplish that.”

Julie Pike, Milwaukee, WI, Retail, 2012

THE SPEED OF THE LEADER, THE SPEED OF THE TEAM. 163

CHOOSE TO BE We have two options when we go shopping: leave the
EXTRAORDINARY cart in the middle of the parking lot or take the few
extra steps to put it away. It’s easier to leave the cart
164 in an empty parking space, but that can make someone
else’s day a lot harder. More people will notice when
you don’t put the cart away than when you do, but we
don’t do it for the recognition. We go the extra mile on

the little things to make us more efficient and to
be a better team. Every day we have the choice

to get through the day doing the bare minimum or to be

relevant and present in the world around us.

By choosing the latter, we choose to be extraordinary.

165

What does beinag sexhtrlaeorydinary Extraordinary moments
mean to you? should be recognized and
“Having a culture of accountability celebrated!
“Anyone can fall into a routine and follow amongst coworkers at all levels and
the crowd. To me an extraordinary positions. Helping where help is Our employees go above and beyond

person is one who is willing to step needed, any job can be “your” what is expected of them, so we In just the first four
out of their comfort zone and try job in one team.”
implemented the Extraordinary months of the program,
to make the situation better.” Marshall Peterson, La Crosse, WI Moments recognition program to
Distribution Center, 2014 we received 494 extraordinary
Travis Pound, Ecru, MS
Research and Development, 2012 “Doing your best at everything you distinguish stand-out individuals who moment submissions across
do. Always giving 100%. Giving a choose to be relevant and significant. the U.S.!
“People often use ‘ordinary’ as a synonym of
‘average,’ but it’s not. Ordinary is simply helping hand when needed. Doing Nominations come from colleagues,
what is right when no one
everyday and encompasses a wide range is watching.” Extraordinary MomentsRspthueEepoeepCrxlevtirOsaaoromrGsuilnaednN. dusIdiZtrheacEtt sreepeourstst.rIutl’sy the
of qualities from unremarkably bad to going
Chelsea Hudson, Ripley, MS
unremarkably good. To be extraordinary Quality, 2014 It’s all about being the best we can be!IT OTNHLAYNTKAKOERSRAEMCOINGUNTIEZETOAMCOAKLLEESAOGMUEEOTNOED’SAYD.AY.
is not to just be above average, but to
transcend ordinary altogether. It means “Doing the right thing not to
choosing to embody values that simply impress others but because it
aren’t seen every day.”
is the right thing to do.”

Lucas Malekovic, Arcadia, WI, Information Technology, 2010 Kenya Hernandez, Leesport, PA
Dept, 2015

www.ashleynow.com ERxtrEaoCrdOinaGr yNMI ZomEentsIT OTNHLAYNTKAKOERSRAEMCOINGUNTIEZETOAMCOAKLLEESAOGMUEEOTNOED’SAYD.AY.

Want to learn more about C2BE?
Visit AshleyNOW | Choose to be Extraordinary!

166 CHOOSE TO BE EXTRAORDINARY. 167

Round of applause to these Ritch Collins – Upholstery, Whitehall, WI
extraordinary employees!
“Ritch leads 2nd shift Rough Mill with a blend of hard work, good
Michelle Wolf – Human Resources, Leesport, PA advice and a team-oriented approach that allows all of us to shine and do our very
best — all while embracing such company stick points as 6S, lean manufacturing,
“We’ve recently found ourselves short two HR administrative positions and Michelle has taken Out-of-Box Quality, quality at the source and on-time delivery. The Rough Mill
on much more work with grace and aplomb. She does the work of three people every day and is a well-organized and very efficient department on 2nd shift. We all benefit
is an example of how to do all the work, meet deadlines and service customers.” tremendously from the hands-on attention to all details, that our Leader portrays

Extraordinary Moment submitted by Julio Bermudez every single day.} Extraordinary Moment submitted by Charles Singer

Amanda Wyatt – Interior Design, Ybor City, FL Lucetria Johnson – Quality, Ecru, MS

“Listen, Amanda is great at it all! For this moment, it’s a callout to customer-centric, boundaryless “She always smiles and she has a very good work attitude at all times. If we
leadership! The Marketing team is developing a turn-key Ribbon Cutting and Grand Opening plan are unsure about something or if we need to correct something, she will let us
to ensure all the right teams are involved where needed. Amanda has been here long enough know with firmness and respect.”
to know the ins and outs, and she is always quick to reply with a cheerful response and clear
direction. Which means people reach out to her even more because they know she will help Extraordinary Moment submitted by Paul Roldan
them find the answer. This adds to her workload, and yet she is still always there, ready to
help. She chooses to be extraordinary every day, setting a wonderful example for the rest of hrWaeocrefodgywnwoaiuoznrirtnktchgt,ooawmottetamhokaueierrtrmseaAfaeosmnbrhltoletethmoyteoeirnrfaestcpmsototaogitlnlnyitdighzohieaustntodtktheohfeitenhfroggosrr.steefsao.rwtBthtehhcoieaniaurgrssee

us! HUGE THANK YOU to Amanda!” Extraordinary Moment submitted by Sommer White CHOOSE TO BE EXTRAORDINARY. 169

Don Waters – Receiving, Mesquite, TX

“Don is always willing to go the
extra mile for the team. He is a
hard worker and always has a
great attitude.”

Extraordinary Moment submitted by
Eduardo Bello Lopez

168

Ashley Cares Ashley for the Arts

One way to be extraordinary is to give back and support our communities. Ashley for the Arts is a non-profit initiative that provides
These are just some of the ways we give back! the entire family with world class entertainment, art,
exercise and play for a remarkably low cost. Established
Ashley’s Angels Ashley for the Arts Hope to Dream in 2009, it raises awareness of the importance of arts
and art programs. The event in Arcadia, WI is also one of
Hope to Dream Wisconsin’s largest charity events, raising more than

Ashley believes that every child deserves a good night’s sleep. Founded in 2010 on $300,000 annually for more than 25 non-profit
that guiding principle, Ashley HomeStore’s Hope to Dream program provides mattress
sets to less fortunate children across the United States. A portion of the proceeds organizations, including participating schools, children’s
for every mattress purchased at a participating Ashley HomeStore helps pay for a charities, medical research and financial support
mattress set for a child in need. Since its inception, more than organizations for cancer patients.

40,000 children have received a brand new mattress set. Ashley Angels

170 Ashley’s Angels is an all-volunteer non-profit organization that provides food,
clothing, blankets and special gift requests for children in need each year. The

organization has generated over $3,000,000 in donations and benefited
more than 20,000 children in Mississippi, Wisconsin and Pennsylvania since

1997. The community patrons of Ashley’s Angels, including local businesses and
volunteers, partner with area schools to provide necessities
to children who need it most.

CHOOSE TO BE EXTRAORDINARY. 171

Bibliography

Gallo, Carmine. The Apple Experience: Secrets to Building Insanely Great Customer
Loyalty. New York: McGraw-Hill, 2012.
Macy, Beth. Factory Man: How One Furniture Maker Battled Offshoring, Stayed Local –
and Helped Save an American Town. New York: Little, Brown and Company, 2014.

172 173

The Wanekism book features key stories and lessons

that we commonly use, particularly with new employees. We have identified
them below with their corresponding page number for your reference to
easily link back to the book while discussing these stories and/or topics.

Notable Mentions

Staple Story.............................................................................................................. 48
8 Wastes.................................................................................................................... 49
The Old Cal Story...................................................................................................... 66
Dead Fish Story......................................................................................................... 79
1982 Moment............................................................................................................. 103
Sunrise Diagram........................................................................................................ 109
Company Rebirths..................................................................................................... 110
Net Promoter Score (NPS)...................................................................................... 117
Code of Conduct........................................................................................................ 143

174 175

Employee Index Cooper, Jeff........................................... 27 Glowcheski, Red...................................... 154 Hulett, Sarah.......................................... 141
Coppola, Rick........................................... 27 Golden, Ben............................................. 27 Janke, Harry.......................................... 85, 88
Abrams, Michael..................................... 161 Daley, Joey.............................................. 157 Gonzales, Raul......................................... 107 Jimenez, Julie......................................... 88
Aguilar, Rudy.......................................... 157 Dotta, Paul.............................................. 59 Guernsey, Jim......................................... 76 Johnson, Evan......................................... 123
Ashley, Rachel......................................... 102 Droullard, Andrew.................................. 88 Gutschetl, Ali.......................................... 116 Johnson, Lucetria................................... 168
Bawek, Cole............................................. 129 Droullard, Laura..................................... 88 Haines, Kurt............................................ 159 Jones, Timothy........................................ 157
Berg, Lisa................................................ 53 Evanson, Jim........................................... 141 Halama, Andy.......................................... 28, 88 Keck, David.............................................. 21
Blackmon, Colin....................................... 101 Everson, Cal............................................ 85 Hall, Archie.............................................. 96 King, Greg............................................... 65
Boe, Margaret (Peggy).......................... 123 Fan, Andy................................................ 118 Hall, Robbie............................................. 84 King, Lonnie............................................. 160
Boyd, Nina............................................... 162 Flynn, Kyle............................................... 160 Halverson, Sally...................................... 64 Knoepke, Beth......................................... 152
Brady, Jon.............................................. 88 Fowler, David.......................................... 34 Hamilton, Bush........................................ 159 Koslo, Brent............................................ 83
Brooks, Jerry......................................... 70 Foy, Keith................................................ 142 Helland, Karl........................................... 88 Kraemer, Angel....................................... 86
Bryson, Nell............................................. 88 Fredrickson, Fred................................... 126 Hernandez, Kenya................................... 165 Lee, Jay.................................................. 123
Bryson, Rick............................................ 88 Gappa, Mike............................................ 58 Hoff, Phil................................................. 86 Lefler, Steven......................................... 52
Cartrette, Wanda................................... 54 Garcia, Israel.......................................... 96 Holte, Paul............................................... 101 Lem, Desmond......................................... 145
Christensen, Dan..................................... 124 Gates, Ernie............................................ 83 Huckaby, Tracy....................................... 136 Lien, Andrew........................................... 141
Clark, Brad............................................. 161 Ghadban, Al............................................. 135 Hudson, Chelsea...................................... 165 Llewellyn, Bob......................................... 40
Collins, Ritch........................................... 168 Glenn, Terry............................................ 158 Hughes, Heidi........................................... 57 Malekovic, Lucas.................................... 165
Connelly, Lori.......................................... 35
Cooper, Jackie........................................ 75

176 177

Marlowe, John........................................ 75 Postal, Ryan............................................ 146 Sallander, Cari........................................ 34 Van Sickle, Barb..................................... 23
Martinez, Manny.................................... 160 Pound, Travis.......................................... 165 Sanchez, Hector...................................... 142 Vazquez, Jason....................................... 118
Moore, Chad............................................ 129 Powell, Paew........................................... 154 Santillan, Sergio..................................... 154 Wagner, Bill............................................ 88
Moran, Mike............................................ 152 Pronschinski, Margaret......................... 116 Schaffner, Luke..................................... 116 Wagner, Tracy........................................ 88
Muller, Troy............................................ 16 Pryzbilla, Jessica................................... 135 Schuelke, Todd........................................ 130 Wanek, Ron............................................. 60, 103, 153
Murphy, Joe............................................ 40 Reeder, Jeffrey..................................... 124 Schultz, Don............................................ 130 Wantlin, Chris......................................... 57
Nyseth, Pete........................................... 128 Ritter, Brandon...................................... 76 Schultz, Duke.......................................... 65 Waters, Don............................................ 167
Onsrud, Shelley....................................... 154 Roberson, Nora....................................... 33 Sciberras, Manny................................... 142 Weaver, Carmen..................................... 116
Ornelas, Veronica................................... 116 Roberts, Jeff.......................................... 88 Shaffer, Cheryl...................................... 35 Webb, Bill................................................ 63
Paisley, Anthony..................................... 77 Robinson, Edna........................................ 35 Smith, Callie............................................ 119 Wineski, Alexa......................................... 118
Paiva, Rodrigo......................................... 141 Robinson, Tim.......................................... 28 Solis, Daniel............................................. 162 Wolf, Michelle......................................... 167
Peterson, Dave........................................ 64 Rodriguez, Carlos................................... 83 Sturgal, Jammie..................................... 88 Wozney, Christi....................................... 18
Peterson, Marshall................................. 165 Rolbiecki, Frank...................................... 127 Sturgal, Vince......................................... 88 Wu, Seele................................................. 146
Phenow, Jessica..................................... 75 Ronnie Rutherford.................................. 33 Sudduth, Tony......................................... 119 Wyatt, Amanda....................................... 167
Pieters, Rachele...................................... 88 Roy, Gregory.......................................... 33 Taylor, David........................................... 161
Pieters, Vaughn...................................... 88 Ruiz, Damaris.......................................... 40 Townsend, Joshua.................................. 116
Pike, Julie................................................ 161 Rumpel, Brady........................................ 23 Trujillo, Bob............................................. 23
Pitman, Michael...................................... 107 Rurek, Evelina......................................... 135 Vallejo, Heriberto................................... 33

178 179

WE STILL WANT TO HEAR FROM YOU!

We hope reading this book and hearing stories from your peers and
coworkers will inspire you to share your stories with us. We can’t make
any promises, but maybe you’ll be the originator of the next Wanekism.

ANY AND ALL feedback is welcomed and appreciated.

Let us know what you think and/or tell us your stories:

I N T E R NA L C O M M U N I CA T I O N S @A S H L E Y FU R N I TU R E . C O M

WE ARE INCREDIBLY HUMBLED
BY THE RESPONSES THAT YOU GAVE US.

FOUNDER AND CHAIRMAN PRESIDENT AND CEO