Dear Home Depot

Greetings.  This is going to sound strange, but I actually had a great customer experience at Home Depot this week.  And because it was such a unique event in my long relationship with this gigantic (or is it "ginormous") home improvement company, it caused me to send a letter to the CEO.  You see I've come to expect a lot of frustration whenever I shop at Home Depot.  Sure I appreciate their low prices and large inventory, but I wouldn't mind a bit more help on occasion.  Or a bit more knowledge, guidance, interest, and engagement.  After all, isn't that what their slogan--"You can do it.  We can help."--is all about?  But instead, I'm often hard-pressed to find anyone wearing a bright orange apron adorned with customer service pins who can answer any of my semi-technical questions.  That's assuming I can find anyone who is willing to help me.  I know that's probably a slight exaggeration.  But it's the image that countless visits to Home Depot has etched into my mind.   

And that brings us to a young man named Roberto (name changed to protect the innocent) who had the audacity, when I seemed a bit confused, to walk over and ask if he could help.  "I'm trying to build a simple, elegant, solid, and relatively inexpensive place for our new grill," I replied, as images of beautiful flagstone danced in my head.  "Let me show you what we have," he said, "and how you might put it together."  'Really?' I thought to myself, wondering if I was dreaming.  Then, when we got to the racks with stone he had the nerve to pull out a pad of paper and a pen and help me to think about the best size stones, possible configurations, and the type of base I would need to provide level and reliable support.  Then, he had the gall to climb under the rack to help me find the smoothest ones, carefully moving at least twenty 50-pound stones until we found just the right ones.  But he didn't stop there.  He also helped me place them on a cart, pick out the gravel I would need for the base, get through checkout, and put them in my car.  Then wished me well and told me he looked forward to my return to the store and to hearing how the project went.

For a few days I pondered whether or not to write this down in a letter of thanks. Maybe the company didn't want associates to be this helpful and I would only be getting him in trouble.  Maybe the other employees--i.e., the ones who always ignore me--were following specific company policy, and he had somehow veered inappropriately from finely-tuned customer service guidelines.  

But that couldn't be.  Or could it?  Wouldn't Home Depot want all of its associates to help the customers and, in the process, pave the way for their enthusiastic return?

 

We win in business by going above and beyond the call of duty, and by offering answers and a helping hand.  Maybe it's time for you to anticipate your customers' needs.  And possibly shock them in the process.

Cheers and have a great week ahead!

Comments

[Walter]

Thank you all from the bottom of my heart for all of the positive comments about my workplace...Bridgeport,CT Home Depot. It really shows that our company has taken it's cutomer service level to a higher standard that pleases those who shop there reguarly. I've been there 11 years and I cherish each and everyday you guys come thru that vestibule with you projects, or even just to browse our store in Bridgeport.Thanks to you,Our store here was the number 1 store in our district,based on percentages. That means so, so much to us because we can hold our heads up and look you right in the eye and know that we can help you at whatever your needs may be! I Look forward to going even higher, moving forward, in a direction never seen in business, Because at the Bridgeport,CT Home Depot, we're not just into retail, We're into the greatest shopping experience ever given,,individually or as a group! Thank you again.The Ambassador

[Stephanie, Home Depot Customer Care]

Thank you for sharing your recent experience at your local Home Depot. We have been working on improvements in service. I’m happy that Roberto is a reflection of those improvements. Please share from your observation any other areas that we can do better.

If you or your readers ever need assistance, you can find us on www.twitter.com/homedepot and www.facebook.com/homedepot.

Thanks,

Stephanie, Home Depot Customer Care
stephanie_care@homedepot.com

[MM]

Funny how things work. I went to Home Depot this weekend, and had a very similar, positive experience. It was so positive that I was nearly shocked, given prior experiences with the company. In the past, it was near-impossible to find a single person (though, when I'd find one, they'd wear that apron with the rather misleading line "I help in all departments"). This time, there were apron-wearing people all over the store - a greeter at the door, a person in every isle, and when it came to check out, someone approached me and openend a new line just to check me out. Wow.

I commented and complimented the cashier on this and he laughed but didn't explain. Whatever the reason, I'm hoping it's based on insight at the leadership level that customer service matters.