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Dear Home Depot

You’re doing something different, and it’s making a difference.

It used to be impossible to get help in your stores. (Sometimes I’d start turning on power tools just to get noticed.)

But now … I’m surrounded by happy, helpful people. It’s fantastic. And I’m not the only one who’s noticing. More from Investors Business Daily about how they did it, and the financial impact.

I love the fact that you just got better, without bragging about it.

Lesson: When you’re nicer, people notice.

P.S. Did you hear about the employees who had their WEDDING at Home Depot?

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  1. Bob June 29, 2010 at 10:41 am #

    This surprises me. Maybe I’m lucky, but for the last two years I have chosen Home Depot over Lowes simply because when I go into Home Depot there is always someone ready and eager to help. They know where items are in the store and they go out of their way to help me find items.

    But either way, it’s fantastic to see another big company taking steps to ramp up their #1 marketing platform: customer support.

  2. Sarah, The Home Depot June 29, 2010 at 11:24 am #

    Thanks for the nice write-up Andy! We’ve been working hard the past few years to get back to our roots of customer service, knowledgeable and well-trained associates, and investments to increase the number of staff in our stores so we’re there when you need us. And as you’ve noted previously, we’ve also made a commitment to being accessible to our customers through social media on sites such as Twitter (@homedepot) and Facebook, and by sharing our how-to videos on YouTube.

    What do you think? Is our renewed focus on customer service working in your local store? Let me know

    Sarah Molinari
    The Home Depot

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