A Message from the CEO

Larson-Juhl Family -

2020 has been an unprecedented year filled with unforeseen and never experienced challenges. Every individual and business has been substantially impacted and the landscape of our industry and the world have been forever changed. In the end, we learned that by working together, we can weather any storm and return to thrive again. Our passion for this industry and enthusiasm for our customers and team members have never been greater.

We strived throughout the year to make the best decisions we could while putting the health and safety of our customers and team members first. In doing so, we took a number of difficult actions (e.g., closing and reopening our distribution branches, adjusting staffing levels) which at key times created pain points that directly affected you. We appreciate the patience and flexibility as we all navigated the pandemic’s global impact. While supplier capacity and transportation slow-downs are beyond our control, other elements of our customer service experience fell short, and we own all of it. Understand that we wake up every day driven by the reality that we must do better for you.

We have removed slow moving items from our warehouse to ensure ample space to keep top selling items fully in stock in 2021. We’ve invested to give you more ways to get information and service when you need it. We worked hard in 2020 to bring you value-added digital services, and will continue to expand these in 2021.

 

    • We launched the Frame Your Future digital event series to share research-backed information to help you stay connected with your customers, and help you a run more efficient and profitable business. We look forward to continuing our digital series after the holidays and the return of our live events when it is safe to do so.
    • We listened to your feedback and expanded and simplified the Online Ordering & Account Management. The intention was easier order placement and account management while allowing for extended order cutoff times. Please continue to share your feedback to make doing business with us even easier!
    • We launched LJ Back Room to professionalize and improve our chop and join services. We will build on this on-demand solution as your partner and extension of your team so you can spend more time on selling, designing and marketing your business.
    • We released an upgraded LJ Design Studio configurator giving you a more robust option for designing, quoting and collaborating with your customers in a digital setting. In ’21, we will add enhanced capabilities to design online and enhance the custom framing experience.
    • We introduced LJ Insights, your one stop shop for marketing, digital support and assets to help you enhance your website, social media and marketing strategies. We are only just getting started and we are excited about developing fresh, relevant LJ Insights content well into the future.

 

While there is still a great deal of uncertainty throughout the country, we are committed to continuing to provide you with the highest quality products and world class service you expect as we turn the page on 2020. We have been through a lot together and we will continue to be your partner through whatever 2021 has in store. Stay tuned for improved stocking levels, new services and an enhanced customer experience as we kick off the new year.

Have a wonderful holiday and a safe and happy New Year and most importantly THANK YOU to our amazing customers and partners in the framing industry.