Home Depot execs leave headquarters to work in the stores

Oops. Giving customers the wrong shade of paint used to cost Home Depot about $20 million a year.

Cara Kinzey

Cara Kinzey

But what employees call “oops paint” rarely exists any more — thanks to a special program the retailer started last year and continues again this year.

Every quarter, about 170 employees leave Home Depot’s headquarters in Vinings to tie on orange aprons and work in the stores.

Divided into teams of 10, they work one day a week for 13 weeks in  different metro stores — one team per store.

The “Summer in the Stores” program is running now, to be followed by “Fall in the Field,” “Winter in the Warehouse” and “Spring in the Stores.” (They need to come up with a better name to distinguish spring from summer.)

One of the goals is for execs like Cara Kinzey, senior VP of Information Technology, to see how decisions made in the office play out in the field. It’s learning by doing, with much of the education provided by the store employees.

“I think it’s very important to talk with the associates on a regular basis,” Kinzey, 44, said during an interview at the Sandy Plains Road store in Marietta, where she was working. “If you listen to them, they tell you what’s wrong. … Our stuff [IT] is a work-in-progress all the time. It’s always going to need improvements.”

Take the paint department. Kinzey learned that the software provided by her department was inadequate when it came to avoiding repeated “oops paint” incidents in which the wrong base paint was used.

So her department came up with two changes that fixed the problem.

First, the software will no longer allow an employee to mix paint without first scanning the bar code of the base paint to make sure it’s the right one. This mandatory control was not in effect previously.

Secondly, Kinzey’s team discovered that scanners were not located beside every computer in the paint department. That added to the problem, because the bar code could be typed incorrectly. So new scanners were bought for nearly 2,000 stores.

The type of immersion execs get from this program goes well beyond the more traditional retail model of walking stores and observing.

“It’s a big investment of time, but it’s worth it,” Kinzey said.

To enhance learning, Kinzey will rotate around the store on Sandy Plains Road this year, as will the other participants in their assigned stores.

In the “special orders” area, she discovered that a black toilet is far more difficult to order, because it’s a relatively rare customer choice. One employee at her store is particularly good at working through all the steps, but what happens when he’s not there? She wants to improve the software, so anyone can do it.

Kinzey also plans to spend time in the self-checkout area to learn why some customers need assistance.

What’s the purpose of a self-checkout area if employees are needed to complete the transaction? How can the IT be improved?

“We’re looking into reducing interruptions [during the process],” she said. “The faster people check out, the happier they are. … In IT, we have three focuses. We either automate, eliminate or simplify.”

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122 comments Add your comment

DebDoes

September 14th, 2010
9:24 am

Dear JoeeBiden….have you been to a HD early in the morning? More than half of the patrons are Hispanic…the day laborers. That is why their signs are in Spanish. HD recognizes that their customers are Hispanic. I agree with the comment: get rid of the Self Checkouts…PITA…’pain in the arse’! A couple of years ago customer service went down the toilet (no pun intended) at HD. It may have coincided with certain individuals at the top being less involved. There is a lack of professionalism there now and it is due to them getting rid of their long time ‘associates’ and hiring ‘cheaper labor’. You DO get what you pay for! ‘Bernie Marcus….you might want to take a look at your ’store’!

Mishap

September 14th, 2010
9:32 am

exGD,
It doesn’t make sense to cut overtime by bringing in salaried workers. My salary isn’t particularly high for the area I work in but having me sit at the paint desk during the Friday before MLK is still 2-3X the cost of a store associate since my salary + benefits is north or $50/hr. Even as a guy who has done his fair share of mid-advanced home improvement projects, I’m likely barely as helpful as the college kid who is there 4 days a week b/c I don’t know the intricacies of the store. The benefit is from me learning how a store operates and customer pain points vs. replacing hourly staff w/ salaried labor. Besides corporate employees would only help out the two dozen or so stores located within commuting distance of the HQ since they are all centrally based there.

As for the self-checkout…if you don’t like it, stick w/ the regular lines. As a customer, we don’t need you clogging up the lines trying to scan a lawnmower when the rest of us have a gallon of paint and a few rolls of tape. It’s the same everywhere…I’ve been able to scan through $200 at Walmart’s atrocious self-checkout (they wrote their own code on top of NCR’s) , faster than the 10 items or less line (so many smokers at Walmart who think 10 items means 125). If you don’t know how to use it, stick w/ the regular aisle so the rest of us can get in and out.

As long as 4-6 self checkout machines + 1 cashier is cheaper than 2-3 cashiers, then self-checkout is here to stay. Look what kiosks did to the airport…place looks like the world’s largest ATM vestibule now. Unlike airlines, most retailers redeployed the employees elsewhere in the store (though it can still be rough to find one).

Additional tips for self checkout:
-Once the item has been weighed, you can remove it from the scale. You don’t have to pile everything onto there until the transaction’s done
-You can enter an item by SKU (it’s faster than the pictures, but dicey on Walmart’s and I’ve had to reboot one before)
-High traffic/low theft Walmarts and other stores have disabled their bag scales for speed so you don’t have to be so careful w/ the scale.
-Stick w/ credit/debit transactions (cash is slow and more complex). Don’t do 4 gift cards and six coupons and expect to get out w/o cashier help

d

September 14th, 2010
9:40 am

I was a Front End Supervisor at a Home Depot when they first installed the self checkouts. I heard the complaints until our sales increased due to customers having a choice and we actually hired 3 new cashiers. I had a customer complain to me but immediatley changed her mind when I introduced her to one of my new cashiers and explained how we were able to hire him.

Thomas

September 14th, 2010
9:44 am

I find it funny how the head of the IT dept is basically responsible for 20 million worth of oops paint, yet she doesn’t even get disciplined , if i made a mistake that big in my job i would be fired so fast my head would spin

Sometimes HD Customer

September 14th, 2010
9:52 am

While they have the Walmart greeter now, an associate on the floor is still hard to find.

I needed to get an item that was blocked by an order picker parked in the aisle. Looked around and nobody, sort of like a ghost town. Now the HD powered equipment units need a key, which had been handily left, and they have a switch to operate.

If you want to see some associates show up, start moving their order pickers around. They came a running. I explained I needed something and nobody was around.

Got my item and left

SlaveGirl

September 14th, 2010
10:01 am

The Marietta Providence Square store (we still call it the Merchant’s Walk store) needs to get someone in to retrain the people who cut KEYS. After multiple mistakes costing me time I didn’t have to spare, I finally gave up this summer and started getting keys made at Sandy Springs HD.

Angela

September 14th, 2010
10:04 am

people would complain if they were hung with a new rope. GEEEZZZ

At least there is a corporation that is ATTEMPTING to improve things on the lower level.

Self checkout takes a bit of common sense to use, so don’t expect to run through there without employee assistance if your purchase obviously requires said employee assistance.

There will always be HD fans and Lowe’s fans. Neither is better than the other.

BARBARA

September 14th, 2010
10:04 am

I worked at HD for 4 years and left when Bob Nardelli came aboard. HD thought Bob was Jesus, they almost kissed his a–. He did not do anything for HD, only himself. He would get millions of dollars for a raise and some of the employees would get 10 to 35 cents every year. It was unbelieveable. I was working in Human Resource at the time and assisting the Store Manager with the raises, one particular employee received 15 cent raise and stated that his wife who worked at a grocery store received $1.00 for her raise. The Store Manager told the employee to go where his wife was working. You must kiss a.. to get a raise or a promotion. The employees are not trained, they walk around in the stores completely dazed. If you are a customer and need assistance, they will tell you they will be back in a minute and you never see them again. Lowe’s have never had a death in their stores. HD has had plenty and they settled their lawsuits. If they didn’t have so many deaths and accidents, maybe they would have more money in the coffer. I do not now who is the hiring person, but there are some idiots working in the stores and they have no CLUE. Sometimes they may have one person working in 3-4 departments. Time is not of the essence for the morons. The people who work in the BIG HOUSE at Vinings, are clueless. There are clicks, either you in or out. One must bend over backwards to keep their jobs and tolerate complete nonsense. When I left HD my blood pressur went back to normal. It was literally h… working there, many are talked to like they are DOGS. They should close the corporate office and just have stores. The stores make money for the employees at the BIG HOUSE to be paid. Since Bernie and Arthur left, there is no customer service. Maybe all of the stores will close soon. Pay back is a mother.

Associate

September 14th, 2010
10:07 am

Wow, I don’t know where to start. No retailer is perfect, but here at HD we do try> No, we don’t have all the answers but we are striving everyday to improve in all areas. Layoffs, firings, unfortunately all part of the economics of life. Throughout my life I have been laid off of 3 jobs. In the Douglasville store, we try to accomodate all of our customers with whatever they need. We are accomodating as possible.

Sure we may not know all the uses of each item in the store, but we all make an effort to leave a customer with as much information as possible. I am no expert but I have used the internet to retrieve additional information, asked other associates and even my manager. What I won’t do is make up something or if I am unsure tell a customer something wrong. If I don’t know, i don’t know, I am not an encyclopedia, but you better believe I do everything I can to get an answer as quickly as possible.

While there is a code of conduct for employees unfortunately one does not exist for customers. Yes we are grateful that you shop at and spend your money at our store, however that does not mean that because you are spending $500 in the store, we should take any abuse you’d like to dish out. I have had customers interrupt me while I’m helping another customer and become down right ANGRY, loud and obnoxious because I don’t immediately turn to them. Or the customer who comes in and doesn’t know the dimensions of what they need but expects us to figure it out based upon how far apart they hold their hands, or how many feed they have marked off in an area by walking heel toe for a few feet. Or the customer who wants to return something with no original packaging, no receipt, half the parts, and gets mad because we still take it back but give them a store credit instead of cash. Or the customer who tries to return something that’s in a box, get’s mad because the cashier opens the box to do a cursory check and finds that the item they are trying to return has actually been replaced by a brick! Whoops, how did that get in there?! But we did not call the police. Or the customer who wants us to sell them an item that has already been sold, and marked with a “sold” tag and the customer’s name. But since that customer was not there (they were coming back with a truck to pick up their item) and this customer needed this item right now, why couldn’t we sell it to them. They actually complained that we would not sell them this item!!

Wheww! And I could go on and on. But I love wearing this orange apron, and will continue to do so.

Waffle House

September 14th, 2010
10:09 am

Great idea….. Waffle House has been doing this for decades.

Jana

September 14th, 2010
10:11 am

Most of the time, I shop at Lowe’s. It has cleaner stores, and more helpful floor personnel. HD always seems to have things stacked in the aisles and piled along displays. Very much a turnoff. However, I recently encountered a knowledgeable, HELPFUL, employee at HD in Brunswick, Ed Sanger in Millworks. Amazing what a knowledgeable individual willl do to make you rethink where you patronize for home improvement items. If everyone was as helpful as this employee, HD would be forced to man their check out areas to accommodate the influx of customers. Maybe he should train floor personnel.

MC

September 14th, 2010
10:14 am

You self checkout haters don’t get it. Self checkout is for the one or two small items, pay and go. In and out, done.
I’ll never understand why people for large numbers, or simply large items, try to go through self checkout lanes. The real cashier is much better at knowing where the barcode is on an item and getting it scanned.
Trying to go through any self checkout lane with 50 bolts, or simply a cart full of items, is a mistake.

A Home Depot Customer For Now

September 14th, 2010
10:19 am

To Home Depot Management – Please send your Executives to your store on Lawrenceville Highway at North DeKalb Mall….it there was ever one of your stores that needed help, this is it. Please do it quick because, even though it is very convenient, I will become a full time Lowe’s Customer if something isn’t done.

George

September 14th, 2010
10:23 am

The store I frequent in northeast Georgia is excellent, except that there always seems to be three employees for every one customer. At each isle I’m met by an associate offering to help. Most times I know exactly what I want and where to get it and it does become a bit annoying. I’m glad that these people have jobs, but I don’t see how they afford to have so many employees.

shadow7071

September 14th, 2010
10:27 am

Barbara – During some of Nardelli era I did a little consulting for HD at the Vining HQ. I’ve seen my share of politically charged places but…. whew! And, at that time, the turnover of around 50% and the other 50% were looking. A friend of mine took a 3 month contract with HD and when it was over he would not even think about renewing (even though HD was begging him). I personally knew that he needed to work but he would not renew his contract with them. Instead he took a contract in Iraq.

OneFreeMan

September 14th, 2010
10:33 am

COST SAVINGS GIMMICK! THD is just like ALL other INVESTOR owned corporations. They have OUTSOURCED all IT Services to india. I personally witnessed meetings at THD that did not have 1 American in the conference room (glass) .

They are TYPICAL corporation, ship high paying jobs to india and wonder why their SALES DECREASE. I don’t shop at THD.

Emma

September 14th, 2010
10:36 am

@ Chirs: That is a GOOD idea, people shold get a discount of some sort for ringing up their own stuff. AWESOME!!!!!

Richard

September 14th, 2010
10:36 am

If Home Depot execs want to see good customer service they should visit my local Ace Hardware.

Get It Right

September 14th, 2010
10:37 am

I like HD, except for the store in Ellenwood. If you don’t fit the proper profile of a customer, you do not receive attention. I’ve observed this several times and now only go there if no other choice is available. I’m a white male and usually get no assisance and surly people at the checkout. Others who do not fit one or both of those physical characteristics, get much more and much better service. Really, Ellenwood HD, don’t be so obvious!

ed

September 14th, 2010
10:39 am

A $20-million annual cost for oops paint had to be resolved by HD mangement?
Where was the paint manufacturer during this costly fiasco? That’s from where the first line of resolution should have come. Glad the problem has been resolved!

I heart Home Depot

September 14th, 2010
10:42 am

I think its funny how many people write in only to complain, but never take the time to compliment. I am in the Sandy Plains store nearly daily and always have a good experience. Are you perfect? No. But then again no company is. Thank you for recognizing it and listening to all these folks moan and groan and complain because you actually do something about it. Sure, firing folks stinks, but people get over yourself, IT IS A BUSINESS! They have to do what they have to do to meet the bottom line, like every other company that fires people who make too much. If the owners want to line their pockets with money, they can. It’s their business! One way to avoid firing is to keep moving up through the company…kinda like playing musical chairs or hot potato, but you’ll keep your job! I love Home Depot.

DJ

September 14th, 2010
10:54 am

If only they would fix this damned policy that a $1.53 item without a receipt paid in cash has to go on a stupid piece of plastic, then life would be good. Items under say $5-10 should just be refunded to the customer, not placed on a piece of stupid plastic. Especially if the person usually buys much more than that when they go into the store.

Especially since they decided that India was NOT the place to have their customer service calls to go. I called some one everything but an Indian under the Nardelli era when I couldn’t get a straight answer on something that appeared not be written down in a standard answer manual.

Perhaps Wal-Mart execs should try this so that they hear personally from customers treated like common theives over a $10 worth of items with a receipt that has to be scanned by the old people with for a stupid barcodes!

DJ

September 14th, 2010
10:55 am

If only they would fix this damned policy that a $1.53 item without a receipt paid in cash has to go on a stupid piece of plastic, then life would be good. Items under say $5-10 should just be refunded to the customer, not placed on a piece of stupid plastic. Especially if the person usually buys much more than that when they go into the store.

Customer service has definitely improved, especially since they decided that India was NOT the place to have their customer service calls to go. I called some one everything but an Indian under the Nardelli era when I couldn’t get a straight answer on something that appeared not be written down in a standard answer manual.

Perhaps Wal-Mart execs should try this so that they hear personally from customers treated like common theives over a $10 worth of items with a receipt that has to be scanned by the old people with for a stupid barcodes!

Do it yourself

September 14th, 2010
11:13 am

Okay, to be fair here’s a helpful story. Went to the Home Depot on East West Connector to pick up a grill that had been BOUGHT and PAID FOR over a week in advance. My friend had asked that the grill be assmbled and that she would be in the following Sunday to pick it up. No problem, she gave them her CC # and they confirmed the purchase. Wen to the store that following Sunday, and guess what? Oops, no grill, must have sold it over the week, Hmmmm…. you sold an already purchased item? Nice, i wonder if i could sell my house twice in the same week. anyway, since they ddin’t have the original grill which was $88.00 they ended up giving her a grill that cost $200.00. So yes, great way to help the customer, but how long will HD maintain the profit margin if their “associates” continue to give away the merchandise? It’s not rocket science people.

Devildog

September 14th, 2010
11:14 am

Now, if newspapers would put desk wonks and editors into the field, the news guys might find some relief, too.

Hank

September 14th, 2010
11:15 am

@Associate….Thank You!

“While there is a code of conduct for employees unfortunately one does not exist for customers.”

Total agreement here. I have been on the same job in retail for 27 years. While I met some upstanding people, it seems in the last decade customers have become more aggressive or even hostile than in times past. The customer is not always right, sometimes they are flat wrong. It’s my job to assist you, not take verbal abuse nor watch you have a meltdown because you feel the need.

ann

September 14th, 2010
11:25 am

People like me require help at the self check out because we resent being asked to do something that we feel is the obligation of the store. We are being passive aggressive. We do not work for Home Depot and feel no obligation to make the process smoother for Home Depot.Perhaps our collective attitude would improve ahould we be given a salary for checking out or at least a discount….

itpdude

September 14th, 2010
11:33 am

You know when HD execs are in the store when there are 6 people in HD aprons standing up front talking in the middle of a pathway. Another thing on improving the U-Scans at the HDs is to disallow the cashier who is running the U-Scan from also playing the part of a regular cashier. The U-Scan employees need to be dedicated specifically to U-Scan tasks. I love the U-Scan because it means one less person with whom I must interact.

I don’t expect any sort of expertise from HD employees. Forget asking any of the women employees anything at all; the only reason there are women working non-cashier jobs at HD is because they are cheaper, which makes sense. They can’t lift anything and don’t know anything about tools or material.

I just want to get in and out of the HD. If I can’t find anything at the place, I order it online or go to Lowes. Minimizing my contact with their idiot “associates” is my primary objective next to getting in and getting the eff out.

dooley

September 14th, 2010
11:44 am

I go to Lowes now. HD is more concerned about being politically correct about everything. I refuse to give a dime of my money to a company that blatantly supports non family friendly lifestyles.

Cedric

September 14th, 2010
11:49 am

The effort is worthy but too Atlanta-centric. I shop at HD in other states and see the difference, which is generally unfavorable. I had to wait over a hour so that the one employee there could re-key two locksets because he already had a half dozen tasks before him. Some stores seem to have nothing but self-serve checkouts which are OK for standard barcoded products but pure hell on anything that is beyond ordinary…I’m there as a customer, not there to learn how their POS works.

Ricardo Cabeza

September 14th, 2010
11:49 am

Ya gotta spend money to make money. Plain and simple. When you cut customer service to save $$ you might as well go ahead and order the “Going out of business” signs. That’s what HD did back in the early 2000’s and it showed . . . in sales and profit. They survived (barely) but lost a LOT of loyal customers. Can they get them back from Lowe’s? Sure, but it will take time AND well spent dollars on customer service. Good luck Home Depot! You are a good company and i wish you the best, but you gotta pick it up!!

Honest Customer

September 14th, 2010
11:53 am

Nice Post Associate,

I would like to apologize for all those rude and dishonest jerks out there. I have always had a pleasant experience at HD and Lowes. But then when you come in with a good attitude you generally have a good experience.

I am a little bummed about he reduction in “Oops Paint” though. I found some great colors in there for a great price.

MU in GA

September 14th, 2010
11:54 am

I, like many, had so many bad experiences at Home Depot and the final straw came the day they hassled me over a return. I was planning to buy several things after the return, but said I was going to Lowes. They laughed at me. In order for me to go to one of two Lowes closest to my home, I have to pass Home Depot in both directions…..which I do. After that experience, I called my broker and told her to sell my stock as well. I don’t want anything to do with that company now. The customer service at Lowes is FAR better than Home Depot.

Cedric

September 14th, 2010
11:55 am

I just read others’ comments and have to agree that Lowes’, while more expensive on average, beats HD customer service and store layout. And yes, I don’t care for the politically correct business at any retailer…I’m there to buy stuff not hear about social beliefs.

1Cedric1

September 14th, 2010
11:56 am

I just read others’ comments and have to agree that Lowes’, while more expensive on average, beats HD customer service and store layout. And yes, I don’t care for the politically correct business at any retailer…I’m there to buy stuff not hear about social beliefs.

DMB

September 14th, 2010
12:20 pm

I’m a Lowe’s fan – better customer service – Lowe’s employees actually acknowledge you instead of having conversations on their personal cell or with other employees.

I think this is a great idea though.. every company should do this.

DMB

September 14th, 2010
12:25 pm

@Get It Right – ghetto killed Atlanta years ago.. they don’t get it, so why bother trying to tell them about the way they treat people or how they act. Some people will never fit into society.

c2it

September 14th, 2010
12:26 pm

Not an original idea to put EXECS TO WORK IN THE STORES!

c2it

September 14th, 2010
12:26 pm

Not an original idea to put EXECS TO WORK IN THE STORES!

c2it

September 14th, 2010
12:26 pm

Not an original idea to put EXECS TO WORK IN THE STORES!

Who Cares?

September 14th, 2010
12:30 pm

So many good and accurate comments being posted here. I do feel for the associates who are knowledgable and dedicated to doing a good job, but Home Depot’s corporate direction has created an environment where the customers feel “shorted” when they try to do business with them. The idea that corporate management will participate at their retail locations should be enlightening, but in the end, they’re corporate management. As an old co-worker once told me when we were working in the corporate world, “Corporations are a great place for people to work who don”t have enough intelligence or backbone to make a living for themselves.” So, my guess is that little or nothing will be changed because corporate types aren’t about solutions, but rather self preservation. Many of the issues with doing business with at Home Depot don’t require corporate executive input to correct them, but the use of a little common logic would go pretty far. Remember, they’ve put themselves in this position by allowing these same conforming corporate idiots to establish policy that has driven business away from them in the first place. Chances are, they’re not too much smarter than when they were when they initially established the programs and policy that has proven to work against them. In the end, nothing will change for them until they go back to what made them successful in the first place, which is knowledgable associates who are helpful and appreciative of the job they hold at Home Depot. When Home Depot started out, they had the competition of independent hardware stores, building supply stores, nurseries, and power product businesses to compete with. Home Depot has since forced those businesses out of business so there are fewer choices to the consumer. Recently, corporate ineptness has been in the spotlight along with the incompetence of our government. It just might be time for people to start opening smaller independently owned businesses to cater to the needs of the consumer, cause God knows that the corporate types can’t figure it out. It has been posted in this thread that some are so fed up with ineptness that they would pay more for better service. Well, lets put our money where our mouth is!

c2it

September 14th, 2010
12:34 pm

MC DONALDS has used this tatic to ensure operations procedures link with implemented coporatate initiatives from founder Ray Krock mandate.

HD is loosing it market focus. They want to be everything to everybody!!! I personally hate
translation language signs and pa announcements – very annoying.

I agree HD customer servce/knowledge has greatly declined over the last few years.
I keep my dyi progects small (to avoid retail) and limited; to hire contractors.

DIY ??

Old School

September 14th, 2010
12:42 pm

How about equipping floor folk/associates with GPSs to help us find one when we need help. They are adept at disappearing when you need them (at least in the Tallahassee store we visit.) I’m all for the corporate types spending time working in the stores but they need to venture a bit farther than Atlanta.

JDR

September 14th, 2010
12:44 pm

Nice article. It’s good to see that the corp types can get their hands dirty a bit and see how their decisions affect the front line employees and customers.

As a customer, the service in HD seems to have improved over the past couple of years. I seriously could live in that store, as I love to do DIY projects. Sometimes I have some frustration, but overall, they do a good job of helping me find what I’m looking for and even offering advice for what product will meet my needs. It also doesn’t hurt that the HD locations where I shop (Riverdale, Fayetteville & Morrow) all have Lowe’s stores very close by. Occasionally, if I can’t find something at one, I’ll go to the other. But HD mostly has what I need and seems to cater more to contractors and hard core DIY’ers, while Lowe’s is a little more “retail-ish.” And yes, Lowe’s people seem a little more eager to help out (in general) but the quality of some of the products (particularly paint) is sub-par to HD’s. (Behr IS the best.)

Regarding the comment about female associates – how chauvinistic can you get? Certainly some of the younger cashiers may not have abundant hands on experience, but I’ve enlisted advice from some pretty sharp ladies in there. Give them a break! Unfortunately, as a woman myself, most men don’t take me seriously until they realize I know what I’m talking about when it comes to home improvements projects, especially the electrical ones. Preconceived notions.

Weener

September 14th, 2010
12:44 pm

I like that signature isnt required for credit card transactions less than 50 but what’s up with the fast pay credit card transaction that doesnt work? It says you can tap your card (if you have the proper card that supports the feature) but it is disabled. I’ve seen people tap and tap and tap until the cashier finally says “hmmmm, that never works”. Please just put an out of order sign if you don’t support it or make it work!

THuD

September 14th, 2010
12:44 pm

HD seems to have improved a bit…probably trading employees with Lowes. This ‘exec at the store’ thing is a good idea [but i'm not sure what they know about the best router for a rabbet]…they’re usually paper pushers and number crunchers.

They might be more effective if they shopped at Lowes., ACE or HD itself to live through real customer’s frustrations.

BIG JOHN

September 14th, 2010
12:52 pm

Great Idea putting execs in the store. BUT… I HATE THE SELF CHECK OUT !!!
SO if you MUST KEEP IT then at least OPEN UP MORE CHECK OUTS WITH REAL
PEOPLE.
When I buy your stuff, I expect a little help with the part where you take my money !
I have tried the self check out and usually something won’t scan, or there is a problem! SO i just avoid it now !
SO while you exec are in the store, pick up a few different items and
give the old self check out a try !!???

you get what you pay for

September 14th, 2010
12:52 pm

I don’t work for HD or in the service industry, But why do customer exspect grade (A) service from employees who themselves are treated like s*** in their jobs. Executive types,and customer want executive service from associates making less than a livable wage. I say you get what you pay for, Maybe the executives who makes those wonderful salaries should serve the customer. The money they make should keep a smile on there faces. for every customer. But when the (associates as they are called) Bring home less than $300.00 a week, SMH don’t really expect service with a smile. Not just at home depot any area of service where the people who do the most work get paid the least. And really HD one day, try working at HD for a month at the same rate of pay as your associates, and at the end of the month try paying your bills with just you salary you made at HD and see if your still have a smile on your face for every customer that walk through your doors. I say horrible pay = horribe service. again YOU GET THE SERVICE HD PAYS FOR!!

DD

September 14th, 2010
12:57 pm

If your complaint about Home Depot is how hard the self-checkout system is to opperate, but yet it works for everyone else–do you think the problem might be with you?

Ian

September 14th, 2010
12:58 pm

Lowe’s and HD have improved customer service, but returns at Lowe’s are far easier. I get the receipt scanned and I am out. It isn’t that way at HD. For that reason alone, I take some of my business to Lowe’s, even though I am an HD shareholder.