In the course of a month, I may visit Home Depot four to five times.  Sometimes for light bulbs, other times for fertilizer, and other times for some little part of something that broke off or wore out.              

I typically search up and down the aisles with that lost and confused look and hope that someone will come to my rescue.  But often times (in fact, too many times), I can not find an employee to help me. Even when I do, they are usually helping someone else (reminds me of waiting on the phone).                        

But in a moment of desperation last weekend, I discovered a new way to find great customer service at Home Depot – ask a fellow customer who looks as if he/she would know the answer. And it worked!   

Here is how it goes:       

“Excuse me, sir.  I realize you don’t work here, but do you know where I may find the replacement parts for this doorknob?”                

“Yes. Two aisles over, in the middle on the right.”    

“Thanks!”        

“No problem.”            

And my process continued for three more items!    

So ... is this happening at your property?  Have you left customer service up to … a customer?

Here are three ways to keep this from happening at your property:     

1. Be Visible. All managers should maximize their time on the floor by interacting with our customers and supporting our employees.     
2. Continually Educate Our Employees. Use Buzz Sessions to discuss where things are, what to do at your property and the how much we appreciate their business. 
3. Create More Proactive Moments of Truth. Approach our guests, ask them if we can help them find something, and suggest ways to make their stay with us more memorable.   

Don’t leave great customer service … up to the customers!          

Until Next Friday,