Comments on: Home Depot cannot afford to be this BAD http://jronaldlee.com/2009/05/home-depot-bad/ photography / journal Tue, 16 Mar 2010 01:06:35 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Brand Management in Social Media http://jronaldlee.com/2009/05/home-depot-bad/#comment-48 Brand Management in Social Media Mon, 15 Jun 2009 19:55:05 +0000 http://jronaldlee.com/?p=276#comment-48 [...] more like Home Depot. Yes, the same Home Depot I dispairaged here. In that post, I complained about a their customer service failure across half a dozen stores in [...] [...] more like Home Depot. Yes, the same Home Depot I dispairaged here. In that post, I complained about a their customer service failure across half a dozen stores in [...]

]]> By: James http://jronaldlee.com/2009/05/home-depot-bad/#comment-45 James Thu, 11 Jun 2009 16:37:37 +0000 http://jronaldlee.com/?p=276#comment-45 In fairness - people like telling the horror stories. When they get it right, people don't tend to tell the story. That's what makes being on the customer service side of any business such a challenge. You can get it right 999 times out of a thousand, and still be perceived as a failure if the person with which you goofed up publicizes you loudly. In this case, <a href="http://twitter.com/homedepot"@HomeDepot</a rel="nofollow"> picked up on my displeasure on Twitter. I received a <a href="https://twitter.com/HomeDepot/status/1912895588" rel="nofollow">two</a> <a href="https://twitter.com/HomeDepot/status/1912925030" rel="nofollow">message</a> public Twitter apology, so that's good. My next experience with them was pretty good, too. I was at the store, and I needed someone to use a forklift to get at some lumber stock that I needed. It was pretty inconvenient for them, and it ended up taking two people 20 minutes to get it done, and they were very pleasant and accommodating. I don't expect perfection all the time... really, I don't! But I <i>do</i> expect a good effort more often. In fairness – people like telling the horror stories. When they get it right, people don’t tend to tell the story.

That’s what makes being on the customer service side of any business such a challenge. You can get it right 999 times out of a thousand, and still be perceived as a failure if the person with which you goofed up publicizes you loudly.

In this case, picked up on my displeasure on Twitter. I received a two message public Twitter apology, so that’s good.

My next experience with them was pretty good, too. I was at the store, and I needed someone to use a forklift to get at some lumber stock that I needed. It was pretty inconvenient for them, and it ended up taking two people 20 minutes to get it done, and they were very pleasant and accommodating.

I don’t expect perfection all the time… really, I don’t! But I do expect a good effort more often.

]]> By: John Lee http://jronaldlee.com/2009/05/home-depot-bad/#comment-43 John Lee Mon, 08 Jun 2009 16:14:58 +0000 http://jronaldlee.com/?p=276#comment-43 It's amazing they're still in buisness. I only hear horror storys about them. It’s amazing they’re still in buisness. I only hear horror storys about them.

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