Been to Home Depot lately? If not, go and see how a good HR strategy equals a good marketing strategy! And no, they're not paying me for this.
In the midst of this record heat wave, I got up early to replace a hose so my lawn doesn't burn out, and some weed killer, and Home Depot is conveniently close by. Several years ago, I would drive elsewhere because, IF I could find a clerk, they might have known where these were, IF I could get their attention.
Today, I was greeted as if I were the only thing that mattered and, after describing my needs, I was introduced to a herbicide expert who helped me find exactly what I needed. Then he escorted me to the hoses, ensuring that I had the necessary help (none required, really...).
What changed? A couple of years ago HR chief Tim Crow renovated training programs, expanded cash bonuses and increased employee/customer face time. And they're having an impact: after a 2-year slide in sales and profit, both were up last year.
If the goal of marketing is to attract and retain customers well, it's working at Home Depot, with a huge assist from HR.
And my wife no longer minds going there.
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