I wrote an article about the customer service at the Home Depot in the Reisterstown Plaza, Baltimore: http://www.examiner.com/article/is-customer-service-extinct?cid=db_articles. I have been monitoring the progress of that Home Depot. There have been some customer service improvements.
Matthew Reeser, Specialty Assistant Store Manager shared, “A customer came in flustered not knowing what to do. She had a big event that she is doing and needed to decorate. She approached Seth and Sheldon, a Home Depot associate, with her Dilemma. The customer wanted to build a Star Shaped Balloon arch. After speaking a few minutes with Seth and Sheldon, a PVC Star was born. The customer was so impressed that someone would take the time to pull the material, cut the pipes, and write directions so she could re-assemble it. She had been to several places to accomplish this task and Home Depot on in Reisterstown Plaza was the only place that helped. The customer said, she would forever remember the service and will continue to shop at the Home Depot in the Reisterstown Plaza, Baltimore.”
Amanda a Home Depot employee explained that Eric, a Key Carrier, was at the lumber doors after the store and all registers were closed. Eric was monitoring associates exiting when a frantic customer came to the door. Instead of turning the customer away, Eric inquired about what he needed. The customer had purchased a generator and lock earlier that evening. When he went to secure his generator, he realized that the lock was broken and defective. He was upset because he feared his new generator would be stolen. Instead of telling the custom to wait until the store reopens the following day, Eric without hesitation, ran and got the customer a new lock free of Charge.
Store Manager, Ricco DelValle, has vowed to improve the customer service at his store. Ricco wants to increase the revenue at his store. He knows to do so; he must improve the customer service so that members of the community would want to shop at his store.