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
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
DAWN
September 14th, 2010
1:00 pm
I love Home Depot, but… I use self check a lot at other stores, but rarely at Home Depot because I get angry every time I use it. The HD self check is the worst. It either won’t register my items and then I can’t find a “associate” to help me. Or it doesn’t give me long enough to get the bag open and my item into it before it starts YELLING at me in a very unpleasant tone to put my purchase in the bag.
Associate
September 14th, 2010
1:15 pm
One more comment, it would be helpful to hav execs in the store on a weekend day when it can be really crazy as opposed to a week day. Also, don’t let the manager when you are coming, you ‘d be more apt to get a more real picture of how things operate. For instance less than half of the people in my store have received training on the 1st phone, although we are expected know how to use it. A great gadget by the way, but being handed the phone and told “just play with it” and you’ll get, was not helpful in the least.
Teacher who is a Customer
September 14th, 2010
1:22 pm
I’ve been walking at a HD that is 3 miles from my house for over EIGHT years in the winter and on rainy days. I have NEVER had anyone ask if I need help. Perfect place to walk. Lowe’s–tried that and a lot of employees asked if I needed help. So, guess where I walk (HD) and guess where I shop (Lowe’s). Lowe’s is twice the distance, but oh so much better in Customer Service.
It’s a good thing TEACHERS are not “Get what you pay for”. We still care a lot–just like I have for over 25 years.
mdh01
September 14th, 2010
1:38 pm
So HD executives are going back to doing things the way they used to be done. Back in the old days (pre-Bob), executives were routinely in stores and always talking about their experiences to their peers, with the common goal of making things better for staff and customer alike (along with a lot of IT upgrades, too). So if it takes some Wal-mart spin and cute new names to get back to the business of process improvement, then great. At least they’re trying. Again.
Troglodyke
September 14th, 2010
2:33 pm
Any effort is better than none; however, the executives probably won’t encounter the rudeness that some the Associates exhibit simply because the Associates will clean up their act while they are working the stores.
True. They should just go in there and “mystery shop” in plainclothes if they want to see that. Associates always know when they are being watched, and will compensate.
I worked for HD for 3 years before Nardelli. I learned a lot from working there; it was the third and final retail store job I ever had (I still work with the public but not technically in retail). At the time, it was a better work experience than most retail stores, but it was still not anyone’s dream job. Although many of my co-workers seriously thought of it as their career, I knew it was just a stepping stone to something better for me. I’m glad I did it, because the knowledge I gleaned about customer service has really served me.
The self checkouts were not installed to save money on staff. They were installed to save customers who don’t want to wait in line some time, and they do. If they save $$ on salaries, that’s a bonus to the company–but it’s not why most every retailer now has them. They are not going away; many more people like them than don’t. So if you don’t like them, use the regular lane.
Anyone who complains about the service in retail stores who has never worked in retail needs to take a job working retail for a few months. Retail can be a very thankless job, but there are people who absolutely shine at it. It is absolutely true that customers are more demanding than they ever have been in the past. One of the reasons is that companies like HD have created them! In promising the lowest prices with the best customer service, HD shot itself in the foot. You cannot have both, and people need to learn to live with that.
You want good service and knowledgeable employees? Go to Ace Hardware or Lowe’s. You want cheap prices? Go to HD or Wally World. You will occasionally find good service in the “low price” stores, but it’s rare, and the employees who give it don’t stay long because they are meant for better things.
You can either pay low prices, or you can get good service. You won’t get both. But, honestly, why should you? You should expect to pay a bit more for good service. I do.
Employees should be helpful and welcoming and knowledgeable (don’t pass up opportunities to learn more about what you are selling), and customers should be respectful, pleasant, and not expecting their butts to be kissed. Everyone will have a good experience.
TnGelding
September 14th, 2010
2:34 pm
I once bought one of their paint mistakes and donated it to charity. Incredibly they wouldn’t sell it to me at a discount. They made the mistake, but I could have prevented it.
If these execs can be out of their corporate suites for any length of time are they really needed?
Mike
September 14th, 2010
2:35 pm
That’s the kind of thing that’s done on a factory floor. That is a response to a “corrective action” to prevent mistakes from happening again.
Forrest
September 14th, 2010
2:46 pm
To the people who hate self checkout…. 1,2,3,4,5 & 6; Don’t go thru Self Check-out if you have complicated items. (Like 50 of one item, rope by the foot, or anything you know you can’t buy without an ID.) Let the rest of us with 1 paintbrush and 1 bag of screws check out in a matter of seconds and get on with our busy days…..!
Jason
September 14th, 2010
3:04 pm
I was so hurt to see how low morale had become since Mr. Blank left and Mr. Nardelli took over. I’ve been hopeing that Home Depot would make a comeback. This is a great plan. It is always good to get an hands on feel of what store associates are really going through. By taking this approach you get a real understanding of real issues which results in real solutions. Oneday I believe that Home Depot will be filled happy associates again. Who ever is running the company now is starting to see the light. Go Home Depot!
irish
September 14th, 2010
3:05 pm
Funny, this is a “new” concept??? I remember when Mr. Marcus and Mr. Blank actually came to 5AM Sunday meetings to see what was really going on. Alas, Home Depot is no longer a customer service oriented store, just a business.
Diana B
September 14th, 2010
3:06 pm
The answer to some of these problems is your friendy Ace Hardware..and no I do not work there! Every time I go in to the store..somebody is always there to not only greet me but to take me right to what I am looking for! Now I know that they do not carry everything like HD and Lowes but for what they do have..it’s worth a little bit extra for my quick time in and out with what I need!
Arinze
September 14th, 2010
3:13 pm
I used to do all my shopping at HD until my first visit at Lowes. What got me hooked was the help button system. You can push a button on any of the aisles and have an associate flying over to come and help you. They are actually graded based on how fast they respond to your request. THAT TO ME IS PUTTING THE CUSTOMER FIRST! As far as knowledge goes, I believe HD has more knowledgeable floor associates in a few areas, however, what good is all that knowledge if you cannot find them when you need them?
Michelle Smith
September 14th, 2010
3:21 pm
Finally the execs get out of their comfortable chairs but have they ever visited the stores on the SOUTHSIDE of town? I say they don’t…most of them have not been past the CASCADE location. Having worked in the corp office before I LOVED working in the stores. It put things in perspective. At any rate, I have and always will shop at LOWE’s
Kristen Folsom
September 14th, 2010
3:38 pm
I was in HD yesterday, and someone in an orange apron actually walked up to me and asked if I needed help. Then — get this — this employee actually walked me to the aisle and explained how to use the item that I wanted to purchase. I had NEVER had an experience like that in HD! Lowe’s, yes, but NEVER HD!
David
September 14th, 2010
3:49 pm
They had to do something…..they were screwing up by the numbers! I placed an order for just about 25k, and about 3 months into it, I made them refund my money. They could not, or would not make their vendor produce an acceptable product.
Another one bites the dust!
Jeff
September 14th, 2010
3:52 pm
I love home depot. Probalby my favorite store to visit during the weekend. What are all of you crybabies looking for??? You don’t like self checkout, don’t use it. Corporate workers spending time in stores can only help. I shop at the Vinings store and always have good experiences. Maybe that is because I’m easy to talk to and often strike up conversations. If you go in there with the type of attitude that most of you are showing in these posts, you might not get the best service. Anyway, thanks HD for keeping me busy on the weekends. See you Saturday.
Brad
September 14th, 2010
4:02 pm
I have a wood shop and like to buy discounted cull lumber for weekend projects. Few stores sell it and prefer to throw it in the dump. From a green perspective, that makes no sense. Also, #2 white pine pressure treated decking is getting sorrier by the day. I have to wait for a new delivery so I can spend several minutes sorting through stacks to hunt the better boards. Lowes #2 lumber appears better and I can’t afford to pay 3 to 4 times more for #1 grade. I like to shop at Home Depot but I think they could do better in some areas. I spend alot of money there.
Bad pay
September 14th, 2010
9:08 pm
why work for a company that doesn’t pay what you want?
old army sgt
September 14th, 2010
10:44 pm
out of stocks? to achieve this you have associates playing the we will get this transfer out so the next store will have no out of stocks. in return we send a transfer of the things we need from another store. now as we hear about the big dogs working in the stores, bring them in at 7:00 pm get the isles restocked, waite on customers, put away returns, plus answer the phone talk to customers, run to the front to get a sku for a cashier. or bring them in and work the mid-shift which has been done away with to save money. they would like power hour. we used to have an opening associate-a mid-shift associate-and a closing associatethere was a overlap of associates and the work was completed, the store was clean and the customers didn’t complain about no associates to help the customers. they did away with the mid-shift 40 hrs for each dept reduced the night crew from 8 hrs per night to 4 hrs. these cost cutting measures will save the company approx $333,120.00 so much for customer service.!!
barbie nelson
September 14th, 2010
10:55 pm
All the managers take credit for the workers under them, they act like its there idea, its not. There was one person who came up with this idea, his name is not mentioned just the manager. He never got ANY CREDIT FO IT. hOME DEPOT
Home Depot Experts
September 15th, 2010
11:07 am
My recent experience at home depot, trying to purchase a shower guide for my shower door.
Front desk: had no idea what I was talking about—pointed out where the “bath” products were
Person in bath products: had no idea what I was talking about. Suggested I needed a new shower door.
Second person that came up: never heard of it—suggested I “find it on the web site” and order it and it “may come in a few weeks” but it may be a “special order” and could take longer.
Amazing. Total incompetency.
associate3
September 20th, 2010
9:32 am
I work at HD. The store I work at is a “smaller store”. When someone says this to you picture trying to get a size 13 foot into a size 5 shoe. The stuff just doesn’t fit and we can’t sell everything.
I have worked in the Garden, Electrical and now the Appliance departments. I have helped all sorts of customers. When you work any where from 6 or 7 in the morning on one day to midnight the next (as long as there is eight hours between shifts) no matter how tired you may be, you still have to smile and deal with obnoxious customers.
I had one lady yell at me because she didn’t measure her doorway and the drier she ordered wouldn’t fit through it. This is my fault how? I didn’t even sell her the drier to start with.
I had one guy ask how the Scott’s lawn builder worked. So every time I told him how to use it he said he knew that already. Not that I said this out loud, but if you know why are you taking up my time, I have lots of other people to help.
I also found that in the electrical department people didn’t want to hear about “code”. That outlets near water sources need to be GFI’s. Then want to know why they get electrocuted every time they use their sink.
As an associate we work long hours, for very little pay, no discount, and if the store does make plan we might get profit sharing. but all the merchandise that gets stolen, comes out of that profit sharing. When you steal from a home depot you steal directly from the associates that work there, not the corporate guys. The exhausted associate that is trying their best to help you, that is who you are stealing from. Management still gets their bonuses. Corporate still makes millions.
Oh for all those people who think every associate should know every item. When was the last time you were an expert on a couple of hundred thousand items.