Great Article about Home Depot

[Jim Stastny]

Go here to read a great article re: HD

http://articles.moneycentral.msn.com....aspx?GT1=9215

[Chris Barton]

Hi Jim,

I'm not sure I would agree with the take on HD provided in your link. I lived in Baton Rouge when HD opened their first store less than 2 miles from my house in the early 90's. At the time, it was the largest HD on earth (their promotional line) and we loved it as new home owners. To me, HD hasn't changed much since then. They keep a very limited stock of items that will fit the middle to lower price range for consumers and continue to try to be all things to all people (home improvement wise). For general home maintance they are still my store of choice. But, I think you have to consider the times as well. IN the early 90's the housing market wasn't so hot and most people were trying to increase their sweat equity by DIY and until HD came along there was really no provider in this arena. Lowes predates HD but, they didn't really get their act together until HD came to market.

[Bill Huber]

In my area there are 3 HD and 2 Lowe's that I can get to very easy. The HD is the closest of the stores. If I really need something I will go to Lowe's even if it takes a little longer to get there. I know when I leave I will have what I need and will not have to stand in line for 20 min. to check out.
The closest HD to me does now have self checkout which does help with the line but they are always out of things. They don't have much in the way of tools, I would say about 2/3s that of Lowe's.
Then there is the problem of getting help when you need it, you almost have to tackle someone to get them to stop and help and then when they do you find out that you know a lot more about it then they do.
Then there is the thing that really gets me and that is to hear a sales person giving someone a line of crap about what they need or how to fix something. That to me is the worst, just tell them you don't know or get someone that does but don't feed them a line.

[Brad Townsend]

I read an interesting article recently that could be nicely paired with the article presented. It concerned Ace Hardware and how they have not noly survived, but thrived in the era of the big box home center. Defying predictions that they couldn't compete, both their sales volume and stock price have gone up steadily in recent years. They have done it primarily with service. Link below.

http://the.honoluluadvertiser.com/ar...701170356.html

[Dan Gill]

The article fits my experience with Home Depot. The folks there are friendly, but there are never enough of them, and most of them don't know much about their stock.

I enjoy going to my local Ace much more, although the prices are generally higher. It's also closer, so if I need something they both have, for example, paint or stain, I have to balance the proximity and the ease of Ace vs. the price savings at HD or Lowes. Ace often wins.

[Jim Myers]

I tend not to go to HD because of one experence even though Lowes and HD are only .5 miles apart.

I went in to order Kitchen cabnets (I know, I know I probably should have buitl them....) and had already planned out the Mills Pride ones for my space.

I had planned and wrote out all the part numbers needed and everything, all they had to do was enter the order. That being said 2 and half hours after I sat down with the guy to place the order I was finally done. This tends to put a bad taste in my mouth when I have to walk through the door of that place.

[Tim Malyszko]

Around us, We definately see the short staffing issue at Home Depot, espeically at night. The only people working in the store are the front desk people, a few cashiers and a couple of people cleaning up. It is near impossible to ask any of them a question because they are all younger people that are there just to collect a paycheck; therefore, their knowledge about "home improvement" is very limited.

On another note, I stopped going to the Home Depot once the Lowe's down the street from it opened for three reasons:

1. Lowe's is much cleaner with wider aisles and less cluttered. It's easier for me to find what I am looking for.
2. There are always knowledgable department heads working, which makes it very easy to get questions answered.
3. I like their power tool department's layout much better instead of the 2 clutter aisles at the HD's.

For home center type purchase, Lowe's gets my business, unless I need a Ridgid power tool; but when I need that, I drive out of my way to go to one of the Nicer Home Depots.

[Ken Fitzgerald]

Living in the sticks....sometimes has it's advantages......sometimes not.....We've only had a Home Depot here for maybe 4 years. Prior to that, the local small business folks more or less "had the market" with no competition. If you really wanted a good deal you had to drive all the way to Spokane, WA about 110 miles one way. I know...went there a lot. There were several chains (some regional) there. You really didn't save any money but you got a lot better quality than you got locally for the same dollar.

Then about 4 years ago we got a Home Depot. The first year it was open, the service was excellent. They had a lot of old experienced white-haired folks like me working there and if you asked them a question, they had a good answer and there were plenty of employees around to help you. I actually developed some very friendly relationships with some of them.

At the same time a large number of local businesses that used to have the entire market went out of business due to competition.

Then it happened, one by one, the more experienced employees were let go and I noticed and asked some of the ones I knew. Then I saw on the news where HD was cutting back. Yup, the experienced ones were often professionals in a trade and that's why their information was so valuable. These were the higher paid individuals. Now....fewer people working the aisles......don't hesitate to block off an aisle to restock during store hours....when you ask these younger kids and most of them are kids...they can't answer your queston as they haven't been trained or have the experience......

I find myself frequenting a locally owned lumber yard now. Seldom go to HD except for finishing supplies to use up the gift cards I've received. My hardware needs are better supplied by a local Ace hardware store and a local industrial hardware center that supplies local wood and paper mills.

Locally......HD has changed.

[Dennis Reardon]

Locally......HD has changed.[/quote]


Of course EAGLE HARDWARE predates both HD and LOWES here. When Eagle first opened it was incredible. Lots of folks with lots of experience, of course you had to wait your turn, but that wait was usually short. Eventually LOWES took over the Eagle store. What killed me was the same day I read the legal announcement in the newspaper about Lowes taking over; one of the local T.V. stations ran a piece on all the fired Eagle employees. Essentially service dissappeared overnght. Then when HD moved in across the street, the service and selection became even worse! So bad in fact that locally the joke is that the name Lowes is really an acronym for "Little Of What Eagle Sold".

My current toy store of preference is Spokane Power Tool. Locally owned full of well trained long time employees that know exactly what you are asking about sell you the correct tools needed along with pleasant conversation and smiles. For lumber I go to the local yard just down the road. Same story as with Spokane Power Tool, excellent service and staff.

The moral of the story is probably true anywhere in the U.S. SUPPORT YOU LOCAL OWNED BUISNESSES

Whew that was quite a rant eh!

[Keel McDonald]

I read an interesting article recently that could be nicely paired with the article presented. It concerned Ace Hardware and how they have not noly survived, but thrived in the era of the big box home center. Defying predictions that they couldn't compete, both their sales volume and stock price have gone up steadily in recent years. They have done it primarily with service. Link below.

http://the.honoluluadvertiser.com/ar...701170356.html

Brad,

Glad to hear they provide good service where you are. In my experience, Ace is the worst. I pass by 4 Ace stores to get to Lowe's. In our local Ace, the only person you can ever get to help you is the owner's daughter, who really has no experience in hardware or home improvement. The "experts" who work there are too busy discussing their own projects, or the weather, or whatever. I've never had any problems like that at Lowe's. I'll get off my soap box now. No offense intended towards anyone, that's just been my experience.

[Brad Townsend]

Brad,

Glad to hear they provide good service where you are. In my experience, Ace is the worst. I pass by 4 Ace stores to get to Lowe's. In our local Ace, the only person you can ever get to help you is the owner's daughter, who really has no experience in hardware or home improvement. The "experts" who work there are too busy discussing their own projects, or the weather, or whatever. I've never had any problems like that at Lowe's. I'll get off my soap box now. No offense intended towards anyone, that's just been my experience.

Actually Keel, I rarely go to Ace myself. Just thought the article was interesting. When I really need service, I go a locally owned hardware in my area (Nicholson Hardware in Rockford, IL) that does a huge business with the trades, primarily because the service is so good.

[Scott Vigder]

I went to buy a power push lawn mower. HD had a nice selection and a knowledgable sales person.

Lowes had a display of mowers on the highest rack where you couldn't even touch them. I asked the sales person how they expected me to plunk $600 on a mower I couldn't even feel before deciding I liked it, and he just shrugged.

My local LawnBoy dealer made me an offer I couldn't refuse, so I went the all-American small business route instead.

I do the same for all my lumber purchases, plywood, and supplies.

[Laurie Brown]

It's not just home improvement stores, either. This corporate attitude of cutting staff, cutting knowledge, and putting the burden on the customer seems to be running rampant everywhere.

Just last week I was in Krogers (A grocery store chain for those who don't have them) doing my monthly grocery shopping. It was 9am on a Monday. I had over $100 worth of groceries in my cart, probably over 300 pounds worth of stuff, and I get to the checkouts to pay for my items. There is ONE register open, staffed with two people (a cashier and a bagger), and it's the '20 items or less' express lane. I stodd there and pointedly looked around to see if there were any other registers open, not wanting to plug up the express lane with my larger order, but there was no one.

So I wheel up to the express lane with my cart (at the time I was the only customer at the checkouts). The cashier says to me, "You can't come through this lane, you have to use the U-Scan." Excuse me? I'm supposed to do the cashier's job and scan and bag 300 pounds worth of groceries (for no pay of course) myself so that he can stand there and do nothing because he's running the express register?

I put my items on the register and said, "I will be happy to go to another register if someone is going to open one, but if not, you're it." In my view, it's easier for someone with a few items to use the U-Scan than someone with a whole cart load. If they were only going to have ONE friggin register open, why not make it a REGULAR one, so people with more than 20 items can get checked out?? ARGH, I hate Kroger!

[Pete Brown]

I put my items on the register and said, "I will be happy to go to another register if someone is going to open one, but if not, you're it." In my view, it's easier for someone with a few items to use the U-Scan than someone with a whole cart load. If they were only going to have ONE friggin register open, why not make it a REGULAR one, so people with more than 20 items can get checked out?? ARGH, I hate Kroger!

I totally agree, Laurie

My first job was bagging groceries for $3.15 an hour. Somone else can bag mine now, and I'm definitely not ringing my own crap up.

The home depot near me has those stupid automated checkouts as well. Unfortunately, the weight scanner in that always seems to be wrong. The front desk person there was off chatting with someone in front of paint when it gave me a hard time (no other registers open). I finally had to yell "a little help please!" and they had the nerve to look at me as though I was a problem.

I rarely ask employees at HD and Lowes for anything. About the only time I ever need anything is in checkout. As far as tool selection, they both stink. I drive an hour up to Cayce (Rockler affiliate store) for any real tool purchases, or order online.

That all being said, I own a house, and I must visit these stores about once a week to get some odd thing

Pete

[Tim Wagner]

staffing issues is all about maximizing profits soly for big corprate CEO's and it's share holders. nothing else, never gonna change.

CEO says- my stock that i get at set price isn't enough for me. go out and sell High profit items. If you can't consistantly upsell each ticket by more than 20% you WIll be replaced.

Edit: I should add that I wasn't exactly refferring Too HD or Lowes, but the general practice is the same with all big Corparates.