Disclaimer: The results of all Customer Experience Audits™ are confidential and never publicly disclosed unless by written request of our client. The subject of this article is not and has never been a client of Linette Montae International. The opinions expressed are solely based on my customer experience during the visit referenced. I have not been paid or compensated in any way for my opinion. Your due diligence is highly recommended.
This week I visited Home Depot on 2 different days of the week, at different times of the day. And there is always a lesson for you from my customer experience.
Upon entering the store, I was greeted right away and throughout my journey from aisle to aisle – I was cheerfully asked if I needed assistance. For that, Home Depot gets an A, but like many companies – Home Depot delivered a customer experience that was not thought through to the end.
On both visits, I rolled my cart to the front for checkout . . . only to discover closed lanes.
I understand having 1 or 2 lanes open during non-peak hours. That could be a smart fiscal decision. But I have never been to a store when all of the checkout lanes are closed and you are ONLY presented the choice of “self-checkout”.
I was honestly floored.
Dear Home Depot, I am a customer – not a cashier! ~ Dr. Linette Montae
Here are 4 lessons to take away from my experience at Home Depot: