Home Depot: The Customer Experience

This is the first blog of a new series called “Who Needs Training?”.  This series is designed to provide the consumer’s prospective on the need for staff and management training, based on personal experiences with businesses. We have all encountered both excellent and poor customer service; those experiences are critical to the success of any business. By approaching these experiences in Human Performance Technology, we can identify those who need training and professional development, while appreciating others who have been trained effectively, and apply those behaviors and practices in the workplace. This is by no means a complete Human Performance Technology analysis, but rather feedback from a customer’s view point.

My wife has an amazing green thumb and enjoys caring for her small garden.  Unfortunately, so do the bugs. Her solution was to purchase more bugs – specifically, lady bugs, that are suppose to protect her tomato plants. So today, on October 15, 2012, at approximately 4:30 p.m., I accompanied my wife to Home Depot in search of these protective lady bugs.  I, myself, know nothing about gardening or bugs, so the practical thing to do, is to seek a little more information in the Gardening Section of Home Depot. To my surprise, the customer service experience was terrible. Because of the time of the day, the store was fairly empty so finding employee assistance was very easy, however, their helpfulness ended with their accessibility.  As we approached the cashier in the Garden Section, it seemed as if we startled him, as it appeared that he was either hiding or avoiding doing any work.  When asked if they sold lady bugs, his only response was that he does not normally work in the Garden Section and we should find someone else to ask!

I am a practical individual and I understand that it’s unrealistic to expect staff members to know where every item in the store is located; however, in basic customer service training, all staff should have learned and developed the “soft-skills” necessary to assist customers and their needs. Calling for additional help, taking a moment to reference a directory of product inventory, or responding with a simple phrase such as “I am not sure, let me find out for you” is the difference between good and poor customer service.

My initial response was that this particular staff member was lazy or simply a poor employee, however, as we approached a second staff member, working in the Garden Section, he provided a similar response, and again offered us no additional assistance.  He had indicated that he was new in the Garden Section and thought that the lady bugs were a seasonal item, but was uncertain. Based on this second encounter, and the inability to find any additional staff members trained to assist us in the Garden Section, we left the store with a negative experience rather than our lady bugs.

A classic model used in Human Performance Technology is included below and will be used to analyze the customer experience throughout this blog series.

The Person

The Environment

Skills and Knowledge

Data or Information

Capacity

Tools and Setting

Motives

Incentives

When reviewing the customer experience at Home Depot, we will first address “the person”. Both staff members we interacted with in the Garden Section lacked any knowledge about the Garden Section. Regarding capacity, both individuals appeared to have the ability to possess the skills required to complete the tasks they were presented, however, we can only assume that they have not been trained to develop such skills and knowledge and/or lacked the motivation to provide simple customer service.

From an environmental aspect, neither staff member referred to any reference or resource to answer our question, which leads me to believe that supportive material is not provided to staff members, which is reflective of poor management, failing to provide an environment for staff to succeed. Reflective of the similar responses we were given by multiple staff members, I can conclude that these staff members have not been trained in customer service skills, therefore setting these employees up for failure by not providing the tools necessary to satisfy each customer’s needs. If argued, that these staff members are trained and prepared with everything they need to succeed, then it would appear that there is a lack of incentives for employees, as both these individuals lacked any desire to go above and beyond to find the answer to a relatively simple question regarding product inventory.

To consistently quantify and simplify the customer service experience from a Human Performance Technology approach throughout this blog series, we will refer back to the HPT model and give an “X” for each failed section. Since the model is developed in three sections, the worst score a business can receive is “XXX”, while the best score would be no “X”s. In my opinion, I have scored the Home Depot experience as follows:

Home Depot Experience (10/15/12)

    The Person & The Environment
X Skills and Knowledge & Data or Information
X Capacity & Tools and Setting
X Motives & Incentives

Human Performance Technology Grade: XXX

If you are interested in learning how to maximize Human Performance Technology for your business, please contact Higher Power Training

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The Advantage of the Podcast in Education

The greatest technology I have used is the podcast.  In today’s society, podcasts are the newest, greatest thing, and most importantly, free.  iPod was the word of the year in 2005 and most students have some device that plays mp3s or mp4s, whether it is a cell phone, computer, or mp3/mp4 player.  The lesson plan I created for podcasts includes developing student-produced podcasts as both a teaching tool as well as an assessment tool.

Creating podcasts gives students the opportunity to also develop skills using computers, software such as PowerPoint, Excel, movie editing, and other industry specific software, as well as a variety of hardware, along with Internet and RSS feeds.  This constructivist approach allows students the flexibility to use their own creativity as well as motivate the students to produce quality podcasts due to the fact that the podcasts are then showcased worldwide on iTunes.

This activity although designed to enhance the learning of science labs, can be adapted for any subject matter.  I have found that when students learn that they will have to teach what they learn, it motivates them to pay more attention to detail and can provide excitement in the classroom when students can create their own product.

By Higher Power Training: Providing Instructional Design and Training Services since 2000

Technology Can Help Training

When comparing computer use in grade school to that in high school, grade school programs are much more behaviorist in their use and effect.  Whether the computers are used for English, math, science, or social studies, computer-based training is generally designed to supply immediate feed back.  Most training programs will give feed back at the end of each assignment or at the end of each question.  If students are successful, they are rewarded by being permitted to enter the next level; if the students are unsuccessful, they are required to repeat the level they are current trying to complete.

Computer-based training programs are designed purposely this way to offer students learning methods that instructors are not capable of providing in the classroom.  For example, it is not practical to expect a trainer to assess a quiz immediately after each student has completed their work, but with computer-based training programs students have the opportunity to receive immediate feed back, while supplying the training department with valuable information to help shape their training programs and instructional design process by assessing the students’ growth, using this Kirkpatrick Level 2 Evaluation.  These computer based and web based training programs are critical in student growth and development.

By Higher Power Training: Providing Instructional Design and Training Services since 2000