A postscipt on my previous blog praising Home Depot.  I may have been premature.

Stopped by today and no greeter at the door with radio.  There were still some employees standing at the end of the aisles, not spread out but standing together.  All I got was a perfunctory greeting while they discussed their lives.

I guess I got overly excited that someone had finally figured out “the voice of the customer.”

My bad.

I’ve tried lately to stay around themes in the broadcasting industry.  But, every once in a while you encounter something or someone that impresses you and needs to be talked about.

Last weekend, I ran by the area home improvement store looking for weatherstripping for a patio door.  The usual grind is to take a sample of what you’re looking for, roam the aisles and hopefully, catch the attention of a clerk.   And then pray that he or she has some expertise in the product.   Expectations are low at 1) finding someone and 2) finding someone that knows anything.

I went to the area Home Depot store. And, was I amazed.

I was greeted as I entered the main entrance by a pleasant young lady who immediately identified what I was seeking.  With her walkie-talkie (do they still call them that?) she radioed one of the clerks stationed at the aisle end and sent me his way.   All in all, they had eight clerks stationed four at the front of the store and four at the middle aisles – talking to customers.

For the last five years, Home Depot has branded themselves with the slogan “You can do it. We can help.” I’m not so sure they were living the brand all those years.  But, someone must have sat down and figured out that it was more than a slogan.  It’s what customers want.  And, this new customer-friendly approach speaks right to it.

Congratulations, Home Depot!