Several months ago, I stopped by the Home Depot (HD) to buy a few supplies for one of those DIY projects I embark upon once in a while. I have to say that, up to that point, I had a preference for Lowe's (LOW), which I found to be somewhat more pleasant to shop at. That day, something had changed at Home Depot. It wasn't the layout, it wasn't the product array. That day, I was greeted at the door and asked if I needed any help. On my way to the aisle where the product I was looking for was located, every single employee I encountered courteously asked me if they could be of any assistance, if everything was alright and let me know that they were available if I had any question. Not only that, but suddenly, I could find an associate almost immediately anywhere in the store. I felt good. I felt acknowledged and sincerely appreciated. I was so impressed, that I stopped one of the associates and told him that, whatever they had changed, it was working and offered my congratulations. Enough to say, Home Depot is my first choice ever since that day. I also bought shares of the company. That level of service is still there. Home Depot realized that for a consumer, the shopping experience goes beyond finding the right product at a good price. A remarkable shopping experience includes making the consumer feel good and reassured. Home Depot has understood what many companies fail to see: that a marketing proposition -"You can do it. We can help" in their case- is more than an empty slogan. It is a promise that needs to guide everything they do. Deliver on it, and your customers will reward you. Home Depot's share price is a proof of that. This renewed focus on service and delivering a supeb shopping experience will continue to fuel their growth.They can do it. Help yourself investing in Home Depot!
Disclosure: I own shares of Home Depot
