Home Depot

Ryan D. Quam, Store Manager
Home Depot #1548
16420 Washington Street
Broomfield, CO 80023
February 9, 2012
Dear Ryan,
I spoke with you at the north Thornton store on Tuesday 1/31/12. While you were somewhat sympathetic, I found the interaction less than satisfactory since there was no resolution to my issue. As you should recall, I dropped off my Husky air compressor for repair at your store. I had already diagnosed the problem as the pressure regulator, which I conveyed to the service desk agent that created the repair ticket. I was informed that a technician would diagnose the problem and call me with an estimate. As I told you, I already knew the issue and merely wished your store to make the repair instead of doing it myself. I believe this entire interaction with your Home Depot fell apart on several levels.
First, I was never called with information that the compressor was not repairable by store personnel. I visited the store on Saturday 1/28/12, thinking that 5 days was sufficient time to find the problem. I was informed that ‘Richard’ was working on the compressor, but was not presently available. The counter person left him a message to call me with current status, but I never received a call.
Second, I called the store on 1/31/12 to again find out what was happening with the repairs. I was transferred several times, and final told that the required part was not available.
Third, I appeared at your store in person to talk with you concerning this situation. The associate asked me what it concerned, and my thought was she was screening me. This was frustrating in that I made a simple request and had to go through some hierarchy of making contact with the store manager. After we met, I was told that the required part couldn’t be ordered. In fact, your technician indicated he couldn’t even find a schematic for the compressor. I found a schematic on-line, including part numbers. I think this lack of knowledge is impossible as Husky is a proprietary brand of Home Depot. Who should have access to parts and detailed information but Home Depot?
Fourth, there was no resolution offered to me for the situation. Instead, I was delivered back my compressor and left to myself to continue to search for repairs or trash the unit.
I totally understand that at times an associate cannot do something, a store cannot do something, and a company cannot do something. However, there are ways to handle situations that serve to satisfy customers and retain business.
First, give each of your employees the complete responsibility of a transaction. Instead of transferring calls or inquiries around the store, the employee should be gathering that information and relating it back to the customer. Commonly known as ‘single point of contact, ’ it is much more satisfying to the customer.
Second, give your employees complete and thorough knowledge of their area of responsibility. Instead of “You should look for your item in isle 5, ” say “Follow me to isle 5 and I’ll point out your item, ” or “I’ll have our specialist meet you in isle 5 to help you.”
Third, give your employees the ability to think outside the box. Instead of “Our computer system doesn’t show your item, so I can’t find a part, ” say “I searched our existing data bases, but I’m looking at other sites to find more information to get your part and the item repaired.”
Fourth, impress to your associates that a sense of urgency in dealing with customer situations is needed. Lax and slow responses are frustrating to customers and will erode confidence in your product, store, and company.
Ryan, I’ve been in the service industry for 40 years. Every industry has competitors that offer basically the same items. The most significant differentiating factor is service. Simply having someone at the front door to greet customers is fine, but empowering employees with problem-solving skills, as well as knowledge, is vital. I am not a master of every subject, but I know that with my co-workers I have all the knowledge to help others.
I hope you find some value in my comments, and any response would be appreciated.