Quantum Edge

Our Quantum® Edge unit features side rails made up of our narrow-diameter Quantum coils with Caliber steel coils at the head and foot. It lasts longer and supports better than typical foam edges, keeping folks from feeling like they’re going to roll off the side.

Quantum Edge

Exceeding Customer Expectations in Brazil

Business for Leggett & Platt Brazil grew an impressive 37% in 2017. While many factors likely contributed to the increase, it’s no surprise that a commitment to quality and great service helped distinguish this bedding operation from its competitors and kept customers coming back.

“We believe our customers value exceptional service and unquestionable quality more than having the best price,” says Gustavo Lemos, South America President of Leggett & Platt Brazil. Eric Rhea, Bedding Group President, adds, “L&P is known for its innovation, and when coupled with high-quality products and great customer service, we win customer loyalty and grow successfully.”

Going the Extra Mile: A Service Strategy Redefined

Over the past two years, Gustavo and his team have transitioned to a more proactive customer service strategy. The customer no longer makes the first move because the Customer Service team actively engages customers to ask, ‘What can we do for you?’ This shift in strategy not only enhances the customer experience, but it also builds long-term trust and loyalty between L&P and our customers.

Knowing and anticipating customer needs has afforded the team at Brazil a strong brand reputation. “In the bedding market, we’re constantly spending time predicting what the customer will buy,” Eric says. “We want to know what they’re going to need and when they’ll need it – and we want to know that better than they do.”

The branch uses this insight to manage its inventory and serve customers right away. Gustavo explains, “It’s not uncommon for a customer to call and ask for a truck filled within the hour. Our customers know they can count on us, and that reputation has been pivotal to our current success and ability to retain customers – even if at a higher price – because they trust our service.”

A Business Built from the Inside Out

A strategy can only be well-executed within the right culture and by the right people. Gustavo has worked to cultivate a superior customer service culture by hiring the right employees, setting goals, holding them accountable, and rewarding them when goals are achieved.

“We have a fantastic team. Although it’s been a long road to establish the culture, we’re proud to prioritize customer service across all roles and departments,” Gustavo explains.

L&P Brazil’s Customer Service team from left to right: Gilvania Maria, Marília Prado, Fernanda Christina, and Edson Malta.

L&P Brazil’s Customer Service team from left to right: Gilvania Maria, Marília Prado, Fernanda Christina, and Edson Malta.

The Customer Service team, for example, consists of knowledgeable and experienced employees who establish targets and work diligently to meet them. They also meet weekly with management to remain fully engaged in the business and have an opportunity to voice concerns or contribute ideas.

Eric summarizes, “Gustavo has really helped to solidify the L&P culture in Brazil. The business, the management team, and the employees are all aligned towards the same goals, and it works.”

Solutions with Impact: Meet Creative Services

CS_standard_w-tag_4C (002)Just across the parking lot from our Corporate Headquarters, you’ll find a group of 35 creative minds brainstorming, storyboarding, and each day delivering solutions to their customers. This is Creative Services, Leggett’s in-house marketing team.

By offering assistance within design, websites, writing, photography, videography, printing, and tradeshows, the Creative Services team completes a remarkable 1,400 projects per year!

Keeping Up with Demand

Creative Services has come a long way since its humble beginnings in 1966, when it was a one-man shop devoted to providing logo and design services to Leggett’s customers. “Although it was overhead for Leggett, the initial strategy was to help our customers sell more so they’d buy more Leggett components,” says Susan Chapman, Operations Manager, who joined the department in its early years.

As Leggett began to acquire new businesses, the staff slowly increased as well, but the team was still mostly dedicated to serving clients’ needs, leaving little time for our own branches. In 2008, Creative Services began to focus on creating strategic marketing for our branches, offering them everything from product sheet design to entire ad campaigns composed of videos, websites, and print and web ads.

The many minds of Creative Services. According to Zack Minor, Graphic Designer: “We’ve cultivated a culture of caring for each other, which allows us to have fun together and establishes the trust necessary to collaborate and make bold suggestions in the work we do.”

The many minds of Creative Services. According to Zack Minor, Graphic Designer: “We’ve cultivated a culture of caring for each other, which allows us to have fun together and establishes the trust necessary to collaborate and make bold suggestions in the work we do.”

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L&P’s Emerging Leader Academy

Here they are! L&P’s Emerging Leader Academy – Class of 2019 and Class of 2020!

We are so proud to host and learn alongside such a dedicated and diverse group of participants. It’s been a truly wonderful week!

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A Few Scenes from The Summit

The Emerging Leader Academy (ELA) annual conference is in full swing at our Corporate Headquarters! We’re hosting nearly 100 L&P employees from across the globe to network, learn from senior leaders, and improve business acumen. What a week it’s already been!

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CFO Matt Flanigan networks with ELA participants Andy Cline and Travis Sageser.

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Sonia Smith, President of European Automotive, and Joe Espinoza, President of Asian Automotive, check in at the start of the conference.

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ELA participants Andy Cline and Jennifer Little.

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Mitch Dolloff, President of Specialized Products and Furniture Products, opened day two by sharing his vision for the future L&P.

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A small warm-up activity for day two.

Networking 6

Our L&D Program Managers, Rob Sotlar and Stephanie Elliott.

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Luxury Vinyl Tile Underlayment

Whisper Step® is a luxury vinyl underlayment with unmatched, high-density support under luxury vinyl flooring, and here are two reasons why you need it:

1) It provides significant reduction to impact noise in the room.

2) It’s guaranteed not to break down or bottom out for the life of the floor!

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L&P Annual Shareholders Meeting

It was a gorgeous spring morning for our annual meeting of L&P shareholders in Carthage, MO. And even better — it was the first official event in our brand new conference center!

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Powering Potential with Precision Hydraulic Cylinders (PHC)

As you shop the aisle of the local grocery or relax on the back patio of your house, hydraulic cylinders are probably the last thing on your mind – but this critical component is working behind the scenes in a variety of ways to make these things, and much more, possible.

“From construction applications to materials handling, we’re making people’s lives easier on a global basis,” explains Chris Barclay, President of Precision Hydraulic Cylinders (PHC).

Leggett & Platt’s acquisition of PHC this past January resulted in a natural fit between company cultures and methods of operation. Like many L&P products, PHC’s hydraulic cylinders comprise a small but vital piece in several end products. They are essential to the functionality of equipment like dump trucks, forklifts, truck mounted cranes, and aerial platforms.

Always Right, Always on Time

PHC applications

Hydraulic cylinders are used for many applications, including critical movement functions in forklifts and dump trucks.

With over 45 years of experience, PHC has proven design and technical support capabilities. But the hydraulic cylinder market also requires highly flexible manufacturing capabilities. Given the large number of configurations available on just one single forklift model, it’s not surprising that PHC’s customers require short lead times on a large product line that are usually built to order.

“PHC is selling a lot more than a high-quality hydraulic cylinder at a good price – we’re offering complete integration with our customer’s manufacturing process,” says Chris.

Providing just-in-time delivery for customers’ assembly-line style manufacturing requires a lot of coordination and sequencing within PHC’s own manufacturing process. But PHC’s commitment to provide the right product on time has enabled them to continue to capture and dominate within the market.

Platform for Growth

The recent boom in e-commerce, and the resulting increase in distribution centers, is driving higher demand for hydraulic cylinders for materials handling equipment. The rest of the hydraulic cylinder market is equally rife with opportunity and PHC is poised to benefit. With manufacturing locations in North Carolina, the United Kingdom, and India servicing mostly regional customers, PHC has a lot of room to grow in other regions of the world.

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“Not only is there potential for geographic expansion, but PHC has a breadth of capabilities that enable it to further penetrate adjacent growing markets, including construction equipment, cranes and aerial work platforms,” explains Ryan Kleiboeker, Director of Business Development for Specialized Products. “L&P has the global operating expertise to help guide PHC’s expansion into these areas, as well as a willingness to invest in the technical manufacturing capabilities to make PHC even more competitive.”

Chris adds, “Being a part of L&P affords us an opportunity to grow the business in a more aggressive way and with confidence that we can effectively support that growth globally.”