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Modern Tradeshow Intelligence

How to Win Back a Disgruntled Customer

Posted by Lew Hoff on Oct 27, 2010 9:08:13 AM

To paraphrase one of our prominent politicians, I was for Home Depot before I was against Home Depot before I was for Home Depot.

I was a big Home Depot fan...until I wasn't. Their stores became shoddy, customer service became non-existent. Every chance I got, I told people how awful Home Depot had become. Then this past Sunday I visited the Home Depot that is almost in the shadow of Yankee Stadium. I pass that store twice a day five days a week, but I had never given a thought to shopping there. This particular Sunday I was pressed for time, so I pulled into the parking lot.

Was I really in a Home Depot, or, for that matter, in any big box retailer? As I walked the aisles, which were immaculate and well stocked, each Home Depot staffer I passed greeted me: "Good afternoon, sir", "Hi, how are you, sir?" This was The Home Depot? This was The Home Depot in New York City? Amazing!

When I needed help with a purchase, a Home Depot staffer named Tiffanee offered advice, helped me find the right product, transacted the sale at her desk so that I would not have to stand in line and then took my cart and escorted me to the exit.

Guess what? I am a Home Depot fan again. How could I not be?