Thanks Phillip at Home Depot…Roswell, Ga
The purpose for my blog is to report my views and experiences in common day Customer Relationship Management practices or lack of, so while I sometimes report on the bad it is very important to me that I report also on the good.
I have mentioned my visits to my neighborhood Home Depot in the past that were not good experiences but yesterday I went back and was able to walk out with a positive experience. Why I was there was not that important because all I wanted was some nice work gloves and some weed killer so I knew the general area where I could possibly find those items so as I am walking to that aisle a Home Depot employee walked up to me and asked if I needed any assistance. I told him what I was looking for and he walked me to the area and assisted me with my purchase decision.
Textbook CRM right? As I walked out I wondered what was behind the service I received, was he just a great and helpful guy? Was he rewarded for his service and if so how would it be captured or measured?
If someone had approached me or handed me a survey or a link to a survey I could have recorded my feelings. I did make a point after making my purchase to walk back through the store, find the gentlemen that assisted me, get his name and thank him for his service. I think my total purchase was under $20.00 but it was worth it to me to thank him again personally.
Just as he assisted me “just because”, I wanted to return the favor with a personal thank you. All things good and bad can be infectious right? We talk about the viral nature of expression today and it too should go both ways….
We went to Home Depot in Commack, New York knowing very little about counter tops, except that we were going to need them. Our sales rep, Paul B., was very knowledgeable, professional, friendly and went the “extra mile” to answer our questions and educate us. We left the store with color samples and eager to return to make our purchase. Thanks Paul.
Lee Levy