Why do most mattress stores still confuse shoppers after 30 years? One franchise legend reveals the surprising fix—and it starts with a tortoise.
If you've ever wondered why buying a mattress is STILL so confusing, you’re not alone. This week, Mark Kinsley sits down with Harry Roberts—co-founder of Mattress Firm, 40-year industry veteran, and the largest Mattress Firm franchisee in North America—to pull back the curtain on what *actually* works in retail sleep.
You’ll hear the story behind Brandi, the company’s top salesperson, and her "oversharing" method that turns awkward customer moments into genuine connections (and why a pet tortoise might be your secret sales weapon). Harry shares how finding and keeping great people is the #1 challenge—plus the unconventional ways his team recruits, motivates, and inspires next-generation talent.
We dive into the AI revolution, what most retailers get wrong about advertising, and why “making sleep easy” is the new battle cry for industry leaders. You’ll discover how clarity, story, and fun can transform your store, boost team morale, and skyrocket your sales—even if you’re battling floor confusion or facing tough competition.
Industry icons, bold stories, and actionable nuggets you can use today. If you want to win in mattresses, sleep health, or retail, don’t miss these lessons from the front lines!
Timestamps:
- 00:45 — The real reason mattress buying is still confusing after 30 years
- 04:15 — How Harry recruits top talent (and why bonuses aren’t enough)
- 07:00 — The “Overshare” secret: How Brandi became #1 (and why a tortoise helps)
- 10:40 — Why fun is a business superpower (Jesse Cole’s playbook revealed)
- 13:45 — How industry legends use inspiration to fuel 40-year careers
- 15:55 — Inside the Mattress Firm & TSI merger: What’s changing for retailers?
- 18:24 — The new “We Make Sleep Easy” philosophy—will it finally work?
- 22:00 — Why fewer beds = more sales: Simplifying your floor for profit
- 25:18 — How to find (and tell) your store’s real story for loyal customers
- 33:30 — The confidence formula: Turning shopper fear into trust (with systems)
- 36:15 — The best closing lines for RSAs (and how to create instant warmth)
Connect with The FAM Podcast:
🔗 LinkedIn: https://www.linkedin.com/company/the-fam-mattress/
📱 TikTok: https://www.tiktok.com/@forallthingsmattress
📸 Instagram: https://www.instagram.com/forallthingsmattress/
📘 Facebook: https://www.facebook.com/thefamnews
🎵 Spotify: https://open.spotify.com/show/4wvSqPZaxehCSmwRpByLi4
🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/the-fam-podcast-with-mark-kinsley/id1452601818
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