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Posted by Lou on March 16, 2007, 4:28 am
Stephen Blackpool wrote:
> The man's got class.
>
>
http://moneycentral.msn.com/community/message/thread.asp?board=YourMoney&ThreadId=223248&BoardName=Hide&header=SearchOnly&Footer=Show&LinkTarget=_parent&pagestyle=money1&ForumId=18&BoardsParam=Page%3D322
>
> I'm Frank Blake, the new CEO for The Home Depot. I've read a number of
> the postings on the MSN message board (unfortunately, there were a lot
> of them), and we've dispatched a dedicated task force - working
> directly with me - that is ready and willing to address each and every
> issue raised on this board. Please give us the chance.
>
> There's no way I can express how sorry I am for all of the stories you
> shared. I recognize that many of you were loyal and dedicated shoppers
> of The Home Depot ... and we let you down. That's unacceptable.
> Customers are our company's lifeblood - and the sole reason we have
> been able to build such a successful company is because of your
> support. The only way we're going to continue to be successful is by
> regaining your trust and confidence ... and we will do that.
>
> We've already taken steps to cure many of the ills discussed on this
> message board:
>
> * We will be and already are increasing our staffing in the stores.
>
> * We're also in the early stages of launching a nationwide program
> to recruit and hire skilled master tradespeople to staff our stores so
> that our customers receive the kind of service and expertise that made
> The Home Depot great.
>
> * We're investing significantly in the appearance of our stores to
> make them an easier and more fun place to shop.
>
> * And we're making it clear to all our associates that nothing is
> more important than you, the customer. Every associate knows that his
> or her number one job is to make you smile and to help you solve your
> home improvement problem ... no matter how big or how small.
>
> But the real judge of all of these changes we're making is you. All I
> ask is that you please give us the opportunity to win you back. When
> you enter our stores, you should receive a personal greeting. After
> that, you should encounter a helpful associate who will walk you to
> find the tools, material or service you need. If you don't, please let
> us know ... just like Scott Burns did.
>
> I'd like to thank Scott - his column about our company was insightful
> and revealing. You can easily tell that it struck a nerve with me.
> Scott, we'll do all in our power to again make The Home Depot the
> store you and your wife, Carolyn, once referred to as "our store." I'd
> also like to give my thanks to the many people who posted comments on
> this board. We want them. We need them ... to enable us to keep
> getting better. We're committed to being the company that helped set
> the standard for customer service excellence in home improvement.
> Please continue to hold us accountable.
>
> Finally, message boards of this type do not allow us to respond
> directly to each poster, so please give us the chance to fix the many
> issues discussed on this board by writing to
> wehearyou@homedepot.com. You have my personal assurance that every
> effort will be made to address your concerns.
>
> The Home Depot was built on great customer service, and we will
> rebuild on that tradition - just give us the chance!
>
Mr Blake might want to try listening to his employees - and not just
managers. My son worked in a HD in NJ years ago. He and all the
regulars saw what was going on and predict the decline. Many also left
for Lowes. Perhaps giving every employee a book or two - Like Good to
Great might help.
Lou
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