The Home Delivery LINK®

The HomeDelivery LINK®
Spring 2010

3rd Edition
Page 1 of 6
Words from the President 
The economy continued to challenge many - consumers, companies and
governments –throughout 2009. However, late in the year HomeDeliveryLink
saw a little rebound with big ticket sales across our customer base, which
continues in 2010. During the first half of 2009, our revenues grew by 4.8%,
compared with the same period in 2008, and remained consistent thru the
end of the year as the “afterburners” kicked in and revenues grew by 24.9%.
We exceeded 2008 revenues by 14.9% in 2009, and feel very fortunate to
have achieved this growth during the difficult economy. HDL continues to be
profitable and grow year over year since the company began in 1997.
Our growth in 2009 came from two primary sources. First, from new business locations/operations with our existing
clients; we added services in Boston and the New England area with Macy’s and Bloomingdale’s; a new operation in
Portland with MOR Furniture for Less, and another operation in Janesville, WI with Sears. Secondly, many of our clients
had significant sales increases in established locations. I am also pleased to announce that in January, 2010, we started
a new operation in Tempe, AZ with a brand new client, The Dump, a division of Haynes Furniture. We are very excited
about the future prospects with this unique furniture retailer.
We created jobs for 14 new associates during the later part of 2009. There are now 70 full-time and part-time
associates based in operations that stretch from coast to coast. Additionally, over 200 two-man delivery teams, of
independent contractors deliver consistently, outstanding service to our clients’ customers. Our continued focus
remains customer service and efficiency.
In the 4th quarter of 2009, we expanded our Corporate Office and signed a new three year lease. We invested
significantly in additional office furniture, computers and related office supplies to position us for further growth and
new business throughout 2010 and beyond. With our focus on cost control and all the things we learned as an
organization about the absolute importance of customer service during 2009, we made it through the year in great
shape. We will be better and bigger in 2010, and look forward the new decade which has begun.
We thank all of our clients for their support, our vendors for accomplishing the impossible when we needed it done,
and our associates for being part of our team and their efforts in the past year.
Robert E. Fleisher
President and CEO
HomeDeliveryLink, Inc.
The HomeDeliveryLink Mission
To enhance our client’s image by making a well-planned, on time, professional delivery each and every time. We set the
service quality standard in our industry by providing the most efficient and transparent link between our retail clients
and our delivery customers. Our success is measured solely by the success of our clients, and the satisfaction of our
mutual delivery customers.
The HomeDelivery LINK®
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3rd Edition
Page 2 of 6
Spotlight Client
The quarter’s Spotlight Client is a major regional player in the retail furniture
industry, and a great example of HomeDeliveryLink’s ability to create and grow
long-term business relationships with each of our clients. We did this with MOR
Furniture for Less, by using a true “partnership” approach, each company being
flexible, creative, and innovative in the development of our various shared logistics
programs, each adapting quickly to changes in the competitive environment and the economy. MOR Furniture
for Less has gained considerable market share and created a huge loyal customer base over the years by
managing their business with an entrepreneurial attitude, and by staying ahead of market trends. They have
continuously evolved their retail concept, their product offering, and their operational strategies to meet the
changing demands of the furniture consumer. It easy to see that MOR Furniture is not afraid to make changes to
improve their position in the market and to capitalize on the numerous opportunities that economic downturn
has created.
With the first store in Reno, Nevada opening in 2000, MOR Furniture has always stayed true their primary goals
of offering one of the largest selections of quality home furnishings that are affordably priced. Their customer
focus has been successful, as evidenced by the fact that they are now one of the fastest growing furniture
companies in America. Today, MOR Furniture has a total of 16 showrooms and 10 warehouses, all focused on
bringing you MOR furniture for less.
As stated, MOR has identified their “customer focus” as the key to their success and growth. They define this
approach to business by making the following commitments to each and every potential home furnishings
customer in their markets:
• SELECTION, STYLE AND VALUE: We know selection, style and value are important to you. You'll find every
furniture fashion from casual living to elegant and extraordinary designs from fun to formal.
• NO GUESSWORK: Our Showrooms take the guess work out of furnishing your home by putting each
room area together in exclusive interior decorator room packages.
• AFFORDABLE FURNITURE: MOR features designer-perfect living rooms, family rooms, dining rooms and
bedrooms. Each room is complete, with everything included at one affordable price.
• EXPRESS DELIVERY: Our seven day a week "Express Delivery" means that you can turn your house into
your dream home, almost overnight.
• NO FUSS, NO STRESS: MOR's "No Fuss, No Stress" convenient finance programs make your buying
experience even easier.
• FUN, FUN, FUN: We add FUN to your shopping experience at each showroom with music videos and free
refreshments for the whole family.
They sum up the MOR customer focus by telling the customer: “You deserve MOR. And it is waiting for you at
your nearest MOR Furniture for Less showroom.”
The HomeDeliveryLink Vision
To build a world class team of associates and independent contractors who take individual ownership of our
responsibilities and results. By treating each client and customer as if we have only one, and each piece of merchandise
as if it were our own, we will grow our reputation as “The Outstanding Delivery Team.” We will match “can do” people
with cutting edge technology to continually lead our industry in service performance metrics.
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Spring 2010
The HomeDelivery LINK®

3rd Edition
Page 3 of 6
Spotlight Client continued
Since HDL began working with MOR, on a small scale, in two markets exactly four years ago, our partnership has
grown tremendously. By providing consistently high service levels to our mutual delivery customers, and being
flexible and responsive as MOR explored new ways to improve and grow their business, we have taken on a
much larger role within the MOR logistics network. The growth of our partnership can be best illustrated by the
following list of MOR operations at which we taken over primary responsibility for making home deliveries:
• Phoenix, Arizona: Started on 4/7/06
• Seattle, Washington: Started on 4/7/06
• San Diego, California: Started on 7/22/06
• Albuquerque, New Mexico: Started on 1/15/08
• Fresno, California: Started on 3/19/2009
• Bakersfield, California : Started on 3/19/2009
• Portland, Oregon: Started on 10/20/09
In addition to increasing the number of locations at which HDL provides delivery services, over the past four
years we have advanced the amount of delivery work provided at the MOR locations where we operate. As MOR
has opened new showrooms in existing markets, such as the beautiful, new Murietta, California showroom,
which is serviced by the San Diego warehouse, HDL has “answered the call” to meet new fleet capacity
requirements resulting from of the increased sales and delivery volume from the new showroom. By continuously
proving the efficiency and quality of our HDL delivery experts’ work in MOR delivery customers’ homes, we have
been rewarded with a higher percentage of the deliveries made at locations where MOR still had in-house
delivery capability.
There is perhaps no better way to describe the MOR Furniture for Less partnership with HomeDeliveryLink than
an adaptation of an old and overused business expression, it has proven to be a “win-win-win” relationship; a
win for MOR, with more efficiency and quality in their delivery logistics system; a win for the MOR delivery
customer, who is assured of getting a professional, on-time, “perfect the first time” delivery; and a win for
HomeDeliveryLink with a long-term partnership with a growing, innovative, world-class furniture retailer.
Account Manager James Chavez (3rd from the right) and the Mor Albuquerque “Delivery Experts”.
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Spring 2010
The HomeDelivery LINK®

3rd Edition
Page 4 of 6
Meet the Team

Spring 2010
As we move around the country meeting the various teams of people who make our company what it is, we
would be hard-pressed to find a team that has put in more hard work and gone through more change and
evolution than this quarter’s team in the greater Los Angeles, California area. Regional Director of Operations,
David Heckmann, truly captured the essence of the team’s primary focus when speaking to them in a meeting,
“Guys, you need to keep the word “flexibility” right at the front of your head when you walk in the building each
day, because we know the only constant at these locations, is change. No matter how good the customer service
scores are, we know Living Spaces is going to try something new that customers will like even better.” Living
Spaces Furniture has indeed brought a fresh approach to furniture retailing to the Southern California market,
and the HomeDeliveryLink team that helps run their delivery operations has been quite successful by bringing an
open mind and a strong work ethic to the operation each day.
Back in September of 2008, HomeDeliveryLink was invited to work with Living Spaces to find a way in which a
third party delivery carrier could be successful providing delivery services for a company that promised each
customer: “Buy it today, enjoy it tonight.” This meant having delivery capacity on hand at all times, no matter
how many customers showed up to the 4 showrooms. The home delivery function had previously been handled
by employee drivers, who were also warehousemen, operation assistants, or lift operators when they were not
needed out on a truck making deliveries.
Victor Coria
Account Manager,Living Spaces
The early days were a model of teamwork, with everyone working
together regardless of the name of the company on their paycheck, or
the job title on their business card or time card. Led by a 20-year+
delivery logistics veteran, Victor Coria, the HDL team has been a model of
hard work and commitment. Victor, a long-time HDL associate and the
Account Manager, currently oversees our associates and independent
delivery experts at the three Living Spaces Furniture distribution centers.
According to Victor, “My team knows that we have to all work together
like one team, and that things are always going to be changing at this
account.”
Our operations are supported by several of key HDL associates, including Jeremy
Tillery, the Assistant Account Manager. He is another long-term HDL associate
and works primarily out of the warehouse in Rancho Cucamonga, CA. Jeremy,
and our three current Account Coordinators, are responsible for supporting our
independent delivery experts, making sure that each and every delivery customer
has an outstanding experience, and working behind the scenes to perform a
variety of office functions to ensure that billing, payments, and performance
reporting are all moving in the right direction. Andrew Martinez, Juan Navarro,
and Nemai Mederos are the Account Coordinators who bring their “A game” to
our three operations each day.
Jeremy Tillery
Assistant Account Manager, Living Spaces
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The HomeDelivery LINK®

3rd Edition
Page 5 of 6
Meet the Team continued
And it would be remiss to leave one of the most important links in the chain out of our team description, the
independent delivery experts who are out making the deliveries and bringing in outstanding customer survey
scores week after week. Having a client who fully understands what it takes to attract and retain high quality
delivery contractors at a specific operation, and we’d like to think somewhat due to our reputation as a
company, HDL has been able to provide Living Spaces Furniture with a solid fleet of delivery experts that do a
great job of closing out each transaction with a customer that is satisfied and ready to return to Living Spaces
Furniture for their next home furnishing purchase.
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Spring 2010
The HomeDelivery LINK®

3rd Edition
Page 6 of 6
In the News
• Mark Alltop (Account Manager at Sears, Bloomington, IL) and Siraj Rashdi, (Dispatch Supervisor at Macy’s,
Raritan (Edison), NJ) were the winners of the last quarterly HomeDeliveryLink Most Valuable Player award. They
were both recognized for “going above and beyond the call of duty” in their respective roles within the
company and for making measureable improvements in our clients’ businesses by doing so. Mark braved the
Midwest winter to spend time at our other Sears operations in that area to help his fellow Account Managers
make big improvements in their customer satisfaction scores. While Siraj led his team at our biggest single
delivery operation to successfully take on all the dispatch work for not just his operation, but two other Macy’s
operations in Boston and Baltimore. Congrats to both of our winners! They both received a cash award and a
selection of HDL branded merchandise.
• HomeDeliveryLink was awarded a great new account in Phoenix, AZ after a
competitive bid with several other carriers. “The Dump” is a division of Hanes
Furniture that specializes in closeout and overrun retailing of primarily highend home furnishings in several markets around the country. HDL was selected
to handle delivery operations for a new operation in Tempe, a community in
Phoenix. Congrats to Account Manager Joshua Columbus and the rest of the
start-up team for getting the new operation off the ground in the first part of
this year.
Josh Columbus, Account Manger
The Dump, Tempe AZ
• Matt Tharp and his team of HDL associates and independent delivery experts continue to get rave reviews from
Macys customers in the Seattle area. One very articulate customer had this to say: The Magic of Macy's arrived
at my door this sunny afternoon with the queen bed and box spring I purchased on sale 10 days ago... the
two gentlemen Dre and Clay their physical appearance was neat and clean, they were polite and congenial and
good mannerly. I was pleased that they took off their shoes without being asked. Dre even asked if I had a bed
skirt to put down...I like those extra questions that represents service. Service of Macy's that brings me back to
the store I most shop at. Thank you Dre and Clay.. Thank you Macy's for hiring nice people to come into my
home... The Magic of Macy's! that's why I keep coming back to shop. Sincerely, A Loyal Macy’s Customer
© 2010 HomeDeliveryLink. All Rights Reserved.

Spring 2010