Here's an excerpt from my latest marketing blog post.
3 Lessons of Great Customer Service – Home Depot
Let me share with you a recent encounter we had with Home Depot:
Background: We’ve lived in our house for 17 years now. It’s been through 5 kids and 4 grandkids and numerous other kids we probably didn’t even know. The poor carpet took the brunt of it all. When we decided to replace all of the carpet with beautiful carpet from Home Depot, we were thrilled! It was a lot of work getting ready for it, seeing as how nearly our entire upstairs is carpeted. It took an entire day but we finally got the carpet replaced. Oh the joy of walking barefooted on beautiful, soft, lush carpet!
The carpet and fumes smelt terrible, but we figured that would just go away right? I mean everything has a funny smell when it’s new, even babies. We opened every window and door in our house to air it out, but it didn’t go away and my entire family started getting sick. Our respiratory systems went haywire we couldn’t breathe properly or sleep and we had constant headaches. This has been going on for 4 weeks now.
We called Home Depot to let them know the problems we were having. We didn’t expect them to do anything actually but if there was a problem with this particular carpet or padding or glue they should be aware of it. However, we were pleasantly surprised at their response. In fact, we’ve been singing the praise of Home Depot’s customer service ever since.
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