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business newsFloored By Home Depot
By
Laurie Petersen May 29, 2009 9:00 am
Store goes to great lengths to thwart commerce
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Outsourcing is a behavior I learned from my father. He always called in the professionals for anything more complicated than a quick paint job.
And so it was this past Memorial Day that I found myself in the flooring aisle at Home Depot (HD) intent on buying tiles for a new kitchen floor and trying to set the process in place to get it installed.
There was no shortage of staff around, but the magnitude of sales prevention going on had to be related in some way to Mercury being in retrograde!
Finding myself with an unexpected spare hour, I'd jumped in my car on a whim and drove to the store with nothing but the simple idea of a new kitchen floor in mind. I was confronted with a trio of nay-sayers. No can do, said they, because I didn’t bring my kitchen measurements.
Aarrgghh!
Since I was already there, I wanted to find out how long it would take to schedule an installation whenever I did manage to get back with the real measurements. Things became more surreal.
I had to dial an 800-number from a special phone at a “service desk” manned by three employees – none of whom would answer a simple question. Once I punched through the menu, a guy from the bowels of the store emerged to answer my question.
I explained that I couldn’t buy my tile because I didn’t have my measurements, but that I wanted someone else to install it anyway. From somewhere emerged yet another Home Depot staffer, who sighed and rolled his eyes, but deigned to take my order for someone to come out, measure my kitchen and assess the situation.
At this point it appeared to make sense for me to pick out the tiles so the order would all be in one place. Of course, the style I picked has been discontinued, even though it is still displayed. In fact, all six styles on the wall were no longer available. WTF?
After finally finding an available style, I handed over $37.50 and answered so many questions I felt as if I were applying for a second mortgage. I emerged victorious, holding in my hands paperwork confirming that a guy – or maybe a gal – is going to come out in two weeks’ time to measure my kitchen. We'll determine if appliances need to be moved. From there, it’s anyone’s guess how long it will be before I actually get the new floor in place.
My friend Ines has spent a lot of time working in retail. She says the confusion is not the fault of the employees. It’s that retailers are cutting back on training because it’s perceived as non-productive time, and front-line staff get little management support. She encouraged me to communicate with headquarters and said I might get a discount coupon for my efforts.
I’ll be happy to get the floor! Ommmmmmmmm!
Is it any wonder retail sales are down? Weigh in on The Exchange.
No positions in stocks mentioned.
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