This doesnâ€™t sound good for Home Depot. According to Lawn & Garden Retailer Magazineâ€™s March Issue New CEO Frank Blake in an effort to regain the â€œfriendly local retailerâ€ image has decided to hire 15,000 new employees. This is exactly what you expect a mega-chain to do when customer service is at issue, hire still more help. Since this is exactly what we would expect it most surly wonâ€™t work.
Home Depotâ€™s customer service problems are not from a lack of orange apron wearing employees running around through the store. Itâ€™s the quality of those employees as well as the companiesâ€™ culture that needs to change. If I were a stockholder in Home Depot what I would want to see is Frank Blake saying he was going to fire 50% of the least productive employees at each store. Then turn around a give the remainder a raise and the authority to make sure the customer gets better service.
Company culture dictates how employees interact with the consumer. When you have employees telling you that itâ€™s â€œnot their departmentâ€, avoiding eye contact, or just not smiling, hiring more people is not the answer.