MyFoxWGHP

I don’t enjoy covering the furniture market. In fact, I’ve got some serious issues with the furniture industry. Okay, there it is.

It’s out. I feel better now after years of holding it to myself. But before you get all ruffled, please hear me out.

In fact, I hope someone within the industry might hear my concerns (which I guarantee reflect the concerns of many others), take a leadership role, and do something about it. I respect tremendously the thousands of hard working local people who make furniture in this area. It’s that work ethic that prompted the manufacturers to establish the market here many years ago.

It’s also one of the reasons what you’re about to read saddens me. First, a little history: I’ve covered more furniture markets than anyone still on-air in television news in this market. My first major story as a reporter straight out of college in the fall of 1983 was the opening of the new Radisson Hotel in downtown High Point—in advance of, you guessed it, the fall market.

Since then, I’ve produced hundreds of stories out of this market “spectacle” in downtown High Point. For several years, I was even the executive producer of “special furniture market edition” morning newscasts. I’ve worked hard over the years to drive the message home to WGHP’s audience that this event IS important, that it’s North Carolina’s largest event, and that no event has a greater impact on the local economy.

It was during that first year, however, I experienced something that would be repeated many times and illustrates how most furniture industry executives could care less about local television news in High Point, Greensboro, and Winston-Salem. I was at the front desk of a showroom of a major manufacturer in the International Home Furnishings Center. I was trying to get someone to comment on the latest trends, when some PR person came out and quite rudely said, “I’m sorry.

This is a closed business event. We don’t have to do anything for you.” That’s too bad when you consider a lot of that company’s market customers—not to mention its own workers--- watched our local newscasts.

In fact, there was a chance some of our local viewers might have taken a second look at this company’s products the next time they were in furniture stores. And this company was, by no means, alone. I hit a lot of “dead-ends” like this at market.

And it was especially frustrating considering local TV crews have to carry lots of heavy equipment for hours around those big buildings. It’s as if the industry wasn’t and isn’t “connecting” with the public. I even saw it during my 10+ years as a consumer/call-for-action reporter.

You wouldn’t believe how many calls and letters I received (and yes, still receive) from people---mostly out-of-state---whose furniture they purchased from one of the local “mega” retailers arrived damaged, and they couldn’t get the retailer or the manufacturer to help solve the problem. It’s as if the industry makes a beautiful product, and displays a beautiful product. But way too often, it doesn’t deliver a beautiful product and forgets about customer service after the sale.

I also think it’s unfortunate that a customer spends hundreds, sometimes thousands of dollars on a piece or pieces of furniture, then has to wait 6-8 months for the product or products to arrive. Isn’t this 2007? Why do you think Rooms-To-Go and IKEA have become so popular?

Well, this is another issue. Now, don’t get me wrong. There are some fine people and fine companies in this industry.

Names like Richard Barrentine, Fred Starr, Jerry Epperson and the late Joyce Kupecki come to mind: three people who helped me tremendously and never turned down interviews with local TV reporters. I’m also a big fan of progressive companies like Klaussner (Randolph County’s largest employer) and Linwood (which is now producing most of the Bob Timberlake line) that recognize the value of people here at home. Brian Casey, the new market president, has also impressed me.

Here’s perhaps the nation’s leading trade show expert working hard to address challenges and bring the High Point Market further into the 21’st Century. I just wish this industry as a whole would separate itself from this “invincible, holier-than-thou, good вЂol boy, we’re only interested in making money” image and place more of a focus on the individual customers. You know, the people who shop in the furniture stores.

The industry needs as many of these customers as it can attract and keep. Follow-up purchases after the sale. Go out of your way to fix or replace furniture that arrives damaged.

Work harder to take care of all your customers before declaring bankruptcy. And, for goodness sake, figure out a way to get the product in people’s homes faster. I've got a bad case of the furniture blues.

I hope someone can figure out a way to cure it.