Retail Merchandiser - May/June 2017 - M64

Retail

SIT 'N SLEEP

A Great Night's Sleep

Sit 'n Sleep goes above and beyond the call of duty to satisfy a customer and strives to give
back to the community that brought it success. BY STEPHANIE CRETS

Sit 'n Sleep continuously
strives to deliver quality
experiences to create
customers for life.

A

Larry Miller, CEO
www.sitnsleep.com
Gardena, Calif.

64

fter nearly four decades, Sit 'n Sleep has
become one of the largest mattress retailers in the United States. With 37 locations
- and counting - across southern California, the company offers the largest array of mattress
product with 110 SKUs. Helping customers find the
right mattress for their needs, body type, health and
wallet is the driving force behind Sit 'n Sleep.
"Whether a customer wants a $200 set to a
$10,000 set, we can help them through the process,"
CEO Larry Miller says. He recalls a time early on in
the business when he put this philosophy into practice to help a customer purchase a $199 king mattress set. Ten years later, that same customer came
back to purchase a $999 set, and after another 10

RETAIL-MERCHANDISER.COM

May/June 2017

years passed, the customer returned to buy two deluxe, high-end Tempur-Pedic adjustable mattresses
for $3,200.
"It's not how big the sale is initially; it's what can
we do to attract new customers, service them properly and treat them the right way," Miller says. "You
can build customers for life."
Miller believes Sit 'n Sleep can promote happy
and repeat customers because the company hires the
best people. "We can teach people what they need to
learn to sell the mattress but we can't teach people to
be better human beings," he says. "We want people
that want long careers. Most people are here about
10 years and some 20 years. We treat them properly.
We hire, attract and keep great people. Some companies feel their sales associates are secondary but I
feel they're critical to our success."
It also helps that the company has a huge selection of merchandise, is open seven days a week and
has innovative technology to make buying even easier and more fun for the customer, such as a system
that can map the human body to find the perfect
mattress. In addition, Sit 'n Sleep takes pride in taking care of other issues that arise.
"Sometimes people will say, 'My back doesn't feel
good on this mattress,' so we have a comfort trial
where we will let people exchange their mattress
for another type," Miller explains. "We also have
a 240,000-square-foot state-of-the-art warehouse
that is run very well by our quality control people.
Mattresses are in perfect shape when they're going
out. If I was a customer, I'd be very upset if I was
waiting for something for two hours and it arrived
ripped. Whatever we do, we put ourselves in the skin
of the consumer: What do we need to do to make it
easier, quicker, better for that customer experience?
We don't deserve people's money if we can't make
that happen."

Topsy-Turvy Times
Although Sit 'n Sleep continues to grow, it still faces
many challenges - chief among them is how to re-


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Table of Contents for the Digital Edition of Retail Merchandiser - May/June 2017

Contents
Retail Merchandiser - May/June 2017 - Intro
Retail Merchandiser - May/June 2017 - Cover1
Retail Merchandiser - May/June 2017 - Cover2
Retail Merchandiser - May/June 2017 - 1
Retail Merchandiser - May/June 2017 - Contents
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