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Aug28
What Seth Godin Saw at Home Depot (and Why It Matters to YOU!)

Seth Godin talks about a recent trip to Home Depot, and why a "non-working" saw became the subject of a recent blog post.  It's an important business lesson...here's a snipet from this insightful article:

Home Depot sawIt turns out (at this Home Depot, anyway), that whenever they don't feel like using the saw, they pretend it's broken. (Yes, technically, they didn't say 'broken,' they said 'not working,' which is sort of true. Except it was the saw operator who wasn't working.)

Sort of like the gas station that won't let you watch them in the garage because of "insurance regulations". It might be a great shortcut, but it can't possibly help in the long run.

Godin then makes a great closing case for what Home Depot really needs: Not "guaranteed low prices", but the option to pay a little extra to check out faster or extra to have someone help you find what you need when you walk into the store.  Its a great idea!  I've had the same thought as I spend twenty minutes wandering the cavernous isles looking for something the size of a small stink bug amongst all of the other stuff they carry there.

When I was a kid, I thought robots would be doing that kind of stuff for us by now...

The application for your new business?  Make sure you're taking care of your customer, and certainly don't lie to them. 

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3 Comments/Trackbacks




Dude, for real - where's the robots?

Thanks Dan! Nice post.

Amen, Dan. I agree whole heartedly with your comment about not lying to customers.

I can completely relate to this and recently wrote up an experience in the 'entertainment' section of my blog (click on my name if you're interested) where the proprietors added extra items to my bill and claimed we had to pay for them (insisting we were wrong)!

Simple advice to all small business owners (or any business owner for that matter)...don't lie, don't cheat, and dont' steal from your customers.

darren

I was shocked to discover another example here in Canada of a businesses deceiving its customers by offering something they aren't guaranteed to be able to deliver anytime soon.

The culprit...a beer company (Molson).

The product...Apple's iphone.

Not cool.

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