Today I needed a new drill, my 15 year old cordless finally died and went to drill heaven, it was time for me to get a new one. So, I drove to the closest store, the local Home Depot that is about 5 miles away. We thought prices might not be the best, but they are convenient and close to some other places we need to go.
So, we arrive, find the drill section and think we found the drill we want. But, when we go to look for it on the shelf below the display, it wasn’t anywhere to be found. After looking around for awhile for some help, I decided to walk up to the front and ask them to send someone over to the drill department. They said sure someone would be there in a couple minutes.
After about 5 minutes, I went back because help had not arrived. They said “Sorry, let me try again to get someone to help you” After another few minutes, I looked again and the girl at the front called again. After the 4th time, I started to walk back up with my family and she said “Sorry, that is all I can do!” that is when I said “Oh, that is alright, I understand that is all you can do, I also understand that I can take my business elsewhere” and I proceeded to walk out and drive an additional 10 miles to the Lowe’s. I paid a few dollars more for the drill, but I got help within a minute and without having to ask.
So, despite me writing how great Home Depot’s kids Birthday parties are, I will not be shopping at our local Home Depot again, because I now see how they feel about their customers. If I were the manager that I kept asking for help, I would have just left the customer service desk and helped me myself. But, I guess that was all she could do.
Todd Clark - Broker / Sales Coach
All Brokers Real Estate
Phone: (503)524-9494
Fax: (503)622-8739
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©2010 Todd Clark - Originally posted at Sorry, that is all I can do... Well, then I guess, there is something I can do! I’m going somewhere else!
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Knipe Realty
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Phone: (503)524-9494
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I am a licensed Realtor who specializes in Washington County, Oregon and also work in both Clackamas and Multnomah Counties including the cities of Aloha, Beaverton, Canby, Clackamas, Gladstone, Gresham, Happy Valley, Hillsboro, Milwaukie, Oregon City, Sherwood and Tigard. All information contained in these posts are copyrighted and cannot be used without prior written approval authorization from the author me Todd Clark. If you are looking for an outstanding agent please give me a call I would love to help you with all your real estate needs.
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super!
Its a shame they didn't treat you like a customer they valued.
Customer service, customer service, customer service. Look at the ads on TV and they tell you that customer service is what they do, but do they? We all learn just where we like to go and that gets reinforced everytime.
This is a perfect example of why my phone is never turned off for my clients. If I can't help them when they need help, they'll get what they need elsewhere.
Of course that doesn't mean I'm always "open". But you get the idea.
Good customer service will always win over bad.
Todd.....the manager should have helped you, and when the worker on the floor finally surfaced, he should have been dismissed.
Todd - It makes you wonder what they would have done if you were having a heart attack or something. Oh, sorry....that is all I can do! Eeeeek! I am so tired of excuses for bad service that I just want to scream! It's as if employees don't even have a clue anymore. We should start a club or something.
Todd,
That girl and her managers didn't lose a thing, Customer service starts at the top. The funny thing is that's who lost the profit. How deserving!
It's no diffrent in real estate or lending!
And, in ether case that one useless or more likely powerless gril cost the store not just business, but a customer/s.
Bill
Todd - Bad service with a smile is still ...bad service. i would not throw all HD's under the bus as we all need a kick in the pants at times. Perhaps Lowe's has something that would work...I think competition is the equalizer.
Todd - Home Depot has a terrible reputation for customer service. It seems like anyone I speak to says the same thing. In this economy EVERY customer counts and customer service is a huge part of the equation of being IN or OUT of business.
We have had the same situation several times in both Home Depot and Lowe's. When they both opened up they seemed to be competing for the best customer service award. The last few year they have been terrible. We run down to the local hardwood store; the customer service is worth the added dollars, not to mention the aggravation we no longer have.
Interesting Todd. They try at most Home Depot's but I guess it varies from store to store. Sorry you had such a bad experience.
Todd - You would think in these hard economic times when people are losing jobs left and right that employees would go above and beyond or at least do their job, I guess not.
Todd, That is another reason I do not shop at a particular clothing store anymore. I walked in, went to the perfume counter, stood there waiting & waiting, people in different departments just looked at me...then I asked if someone could help and they said they weren't allowed outside their selling area. OK THEN, I left and will never go back. This lack of customer service will put them out of business eventually.
Thank you everyone for the wonderful comments, I just wish Home Depot had felt the same way about their customer service.
