Making the Bed
When providing people with a luxury retail experience, companies want their customers to feel the same energy no matter where they are. That鈥檚 why it鈥檚 important for contractors to understand the unique needs and brand identity of retail clients.
After demonstrating our commitment to luxury mattress retailer 鈥檚 vision on their Washington D.C. Viewing Room, what began as a single project quickly grew into a nationwide partnership. Since 2021, Clune has delivered 26 Saatva brick-and-mortar locations across the country, spanning six of our eight offices, alongside fellow contractor Columbia who serves as Saatva’s project manager.
Getting Separate Teams on the Same Page
Sometimes those projects require Clune teams to travel to them.
鈥淚t鈥檚 gotten to the point that, no matter where the project is, we find a way to do it,鈥� , Managing Director, Project Executive at Clune said.
There was a learning curve at first because projects were spread across different regions, and teams were acting independently, exacerbating the challenge that each Viewing Room serves one client, all with the same goal. To remedy this, Clune made a point to narrow down a core group of subcontractors in each region that would ensure every aspect of each project went smoothly, from millwork installs to initial drawings visualizing a familiar energy in a new space.
There was also a refocus on collaboration. Each region started weekly meetings, keeping each other up to date on new best practices, changes in products, or schedule updates for openings.
Clune Insight: 鈥淚t speaks to Clune鈥檚 interconnectivity of managing these national accounts, and having the client receive the same level of look on every project we do for them,鈥� Senior Project Manager said.
Start on Time, Leave on Time
Saatva can鈥檛 sell without product in its Viewing Rooms. So, as construction comes to a close, priorities shift to stocking and training employees. To avoid operational overlap, Clune started a countdown to share with Saatva, laying out where in the build our teams will be each day before move-in. Not only does it respect the time of our client, but it also helps them understand each element our teams bring to build their spaces from the ground up.
鈥淎fter completing more than 25 locations together, we have developed a collaborative process where each project builds on the last,鈥� Matt Lim, Saatva鈥檚 Director of Real Estate, said. 鈥淏ecause Clune knows our prototype, design intent, and operating priorities so well, there is far less of a learning curve from location to location. That familiarity helps improve coordination, identify challenges earlier, and apply lessons learned across the portfolio.鈥�
Streamlining Procedures for Saatva鈥檚 Signature
A process that has received a lot of TLC is understanding how to bring in and assemble Saatva鈥檚 signature painted tree. With a sectioned-off base and branches organized in a color and number-coded system, it鈥檚 important to get assembly right on the first try.
鈥淸Once the tree] is about 85% built, the final 25% is where we coordinate with the design teams,鈥� Jewart said. 鈥淲e take photos of that tree from four or five different angles and then we get their comments back. The first time or two it was heavier rotations, we didn鈥檛 really know what they were looking for. But, by the time we got to our fourth location, we knew what they were expecting.鈥�
鈥淎s we expanded the concept across multiple locations, our teams worked closely with Clune to refine how the trees are installed in the field,鈥� Lim said. 鈥淭ogether, we developed a lighter spray finish that preserves the aesthetic while placing less stress on the branches, along with a discreet internal wiring system that helps maintain the tree鈥檚 natural form over time. These thoughtful refinements ensure the installation remains both beautiful and durable across our growing portfolio of Viewing Rooms.鈥�
Once positioning is approved by the client, it gets a few coats of cloud-like paint and construction teams start to move out.
鈥淚t鈥檚 their staple from location to location,鈥� Jewart said. 鈥淪o, now every Viewing Room that people walk into, they have a very central component that brings consistency to all their locations.鈥�
Client Insight:鈥淚t鈥檚 a small detail, but it reflects how the partnership works. Because we have collaborated across so many projects, each new Viewing Room becomes an opportunity to refine the last,鈥� Lim said. 鈥淭his kind of ongoing collaboration has helped us build a repeatable system that keeps the Saatva experience consistent as we grow.鈥�
With trusted subcontractors in each region and an open line of communication between Clune, Saatva and Columbia, each project just gets better. With nearly 10 Viewing Rooms across the country in the building process, recently completed Viewing Rooms in Atlanta and , Saatva plans to have 60 Viewing Rooms by 2028. Clune is excited to grow with our longtime partners and continue to develop processes that lead to a seamless build.
TLDR
The Challenge: Luxury retail demands similar elements to deliver a consistent customer experience under strict deadlines to ensure the brick-and-mortar location is up and running and selling as soon as possible.
The Solution: Building off an existing relationship, Clune was able to learn the client鈥檚 preferences to streamline operations in and out of market. Weekly calls have become a regular part of the workflow to keep both contractors and clients up to date on any schedule changes or developments on future projects, and Clune has identified trusted millworkers who make it happen.
The Outcome: A consistent product delivered across 26 completed Viewing Rooms, with multiple on the way, has resulted in an enduring working relationship, providing opportunities in new markets.
Until Next Time
This piece is a part of our larger In Good Company Newsletter. To have new additions delivered directly to your inbox, subscribe .
