Home Depot Does It Right

I wanted to share a great story about a customer experience I heard about recently -- here at my local Home Depot.

It seems that a 6 year old boy wanted to get a part-time job, just like his older brother. Like many 6 year olds, he liked to build things, so he indicated he wanted to work at Home Depot. When his father suggested he write a letter he did, so his father dropped the letter off at the Customer Service desk. Dad thought he had heard the last of this.

However, about 6 weeks later they were in Home Depot and the son reminded Dad that they had not heard from Home Depot yet and insisted on checking on the status of his job. Needless to say, Dad was thinking his son was in for a big disappointment.

However, when Dad sheepishly went to the desk to enquire about the job for his son, the lady immediately recognized the young man and explained that they had posted the letter on their bulletin board and how the young boy was the talk of the store. Problem was that the letter had not included a last name, phone number or address, so they had been unable to contact the family.

She then invited the young boy to be a special helper at the upcoming children's workshop.

The day of the workshop he was presented with an apron, baseball cap and assisted the instructor handing out kits, aprons and tools to all the other children who attended. Upon completion each child was presented with a certificate signed by both the instructor and the young boy.

Needless to say this single act made a huge impression on the young boy, as well as his entire family, their circle of friends, the subsequently the circulation of the paper I read the article in -- and now you.

So does it pay to show a little extra attention to that unique situation? You bet!

Remember, every customer is unique, so every solution should reflect that unique situation. If we blindly insist on a list of rules, we handcuff our employees and prevent them from using their good judgement on a unique solution that addresses that specific situation.

Cheers!

Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.

As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.

For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/