I cannot remember very many times when a company big enough to be a component of the Dow Jones has done something I'd consider remarkable. I guess it's remarkable that Citibank managed to depress their shares under a dollar last week. It's certainly remarkable that GM has lasted as long as they have with such a horrible product and business model. But at a time when business isn't exactly booming, Home Depot has become remarkable, for all the right reasons. Home Depot has completely revolutionized customer service at a hardware store, and is now offering the best customer service in all of retail.
"WHAT - are you CRAZY!?!?"
I know, I'm completely blown away as well. Less than one year ago, my wife and I decided never to go back there unless it was something we simply couldn't buy somewhere else. At a time when I was unemployed, we decided we'd rather spend money at the expensive local joint, than give money to the likes of Home Depot, a retail chain we were convinced was committed to having the worst customer service on earth. Never enough people working. The few employees who were there were miserable and surrounded by hoards of customers, awaiting an answer for the simplest of questions which would often time go unanswered. The prices were good, but at what cost? Every single time I went there, I got pissed. Often times leaving a full basket in the middle of an ilse and storming out with a flurry of curses blanketing everyone I saw on the way out (under my breath).
Now, the pendulum has swung completely the other direction… Now honestly, I'm not sure if this is a regional test, or a national effort. I'm hoping for the latter. Also, I've had this experience consistantly for the past few months at several area stores (DC), so I think it's legit. Basically, when you walk in, there is a greeter who can point you in the right direction. Yesterday, however, they didn't know the answer. But, they actually tracked down the person who could for me. That person then took me to the exact item I was looking for. And during the walk, instead of telling me "I hate you - die - I have real work to do" they instead said "How is your day?... Are you enjoying the weather?"… What?... Then they said, "what else?", offering to take me to whatever was next, which they happily did. Yes, Home Depot has given me the kind of customer service I'd only expect from a local shop, and really only by the owner… Oh, and they had plenty of registers open, so I didn't waste any time.
Home Depot will be getting all of my business, not only for any tools I need, but for ANYTHING I can buy there. Tools, garbage bags, light bulbs, whatever. I ask that if Home Depot is on your "no way, no how" list, you give them another chance. Offering this level of customer service takes a big increase in staff and training, meaning this is a big investment that can blow up on them if it fails. The only way that companies will treat us like this is if they make money doing it, so let's help them prove the business case for customer service. Maybe customer service isn't just a thing of the past, but the value differentiator of the future. Take that, internet retailers!
11 comments:
I guess I haven't been to Home Depot in a while. I've never had service even resembling what you're describing when I was there.
Yeah - we'd have never known, but we got a gift card or something so we had to go. It's a 180 degree change. I'd be interested to hear if it's like this in other regions as well.
I came across your blog just playing around. I work for the company - definitely low man on the totem pole, though - and it's nice to hear the feedback. Customer service is becoming more of an area of focus since the new CEO has arrived. It won't be an overnight transistion - I'm sure you will find people that haven't had nearly the experience you have - but I believe it will get better. Also, it is a national push, not just regional.
I'd like to inform you all about somthing. I work for home depot. Home Depot in the last 3 months has rolled out a new program called "customers first" look around the store, every employee will be wearing a badge on their apron that says "Yes! Customer's First I am Empowered" Home Depot is working very hard to go back to their old ways of taking care of the customer. Arthur, and Bernie, the original founders always said "take care of the customer and the rest takes care of itself" We are going back to this, not because of the economy, but because Home Depot has a better CEO, and wants to be what it used to be.
That's great news - I completely agree with the move. With so much competition out there, online and otherwise, you simply can't win without customer service anymore. Hope it is very profitable for them - I know they've at least won back my business.
I'll bet you $1 that the second Anonymous post (March 17, 2009 4:23 AM) was not a human being, but rather a script searching blogs for "home depot customer service" or something like that. The first one actually referenced the post, and I believe that was a real person.
Prove me wrong, Home Depot Spam Bot.
I'll take the bet.
I work for THD too (although not at a store), and I guarantee you, if we had a spambot answering as described it would be able to spell "something" :) while not all of our hardworking associates would (they are too busy to spellcheck)! When this new program rolled out in our area I went to a local store to pick up some stuff and was mobbed by a greeter gang...which was a bit much (the program was new and they weren't sure how to go about it I think)...I emailed the Store manager about it, and when I went back in there a few weeks later the program was much smoother..one very pleasant greeter and associates actively seeking out customers all around the main aisles of the store and very enthusiastic...I am a customer service freak so I am really happy the company is heading back to that. It was just plain embarrasing that we scored lower than Walmart in some surveys the past few years. Looking forward to seeing that change! Yay us! :)
My name is jeff. I also work @ The Home Depot. I've been with the company for almost 2 yrs. And I've seen a big change... Customers always should be first. I know me as an associate, should get the same type of treatment where ever I shop. I love my job @ THE HOME DEPOT. I don't think there's another company/Retailer out there that's better than The Home Depot. To all the Customers/Visitors of The Home Depot. Please continue to shop @ our stores... we're getting better everyday... thank you.
YOU CAN DO IT. WE CAN HELP / MORE SAVINGS. MORE DOINGS.
Another “orange-blooded” associate here!! My name is Gwen and I have been with THD for 10 years now. I started back in the great days of Bernie and Arthur, went through the bleak days of “what’s his name” and now to our wonderful CEO Frank Blake… Guys, it takes a long time to turn this big ship around, but we are FINALLY headed in the right direction. We need all of our customers (and all of the “blue” customers) to stick by us as we transition. With our current leadership team, we will be the company you knew and loved once before! THD ROCKS!!!
Another “orange-blooded” associate here!! My name is Gwen and I have been with THD for 10 years now. I started back in the great days of Bernie and Arthur, went through the bleak days of “what’s his name” and now to our wonderful CEO Frank Blake… Guys, it takes a long time to turn this big ship around, but we are FINALLY headed in the right direction. We need all of our customers (and all of the “blue” customers) to stick by us as we transition. With our current leadership team, we will be the company you knew and loved once before! THD ROCKS!!!
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