How does the world largest remodeling sales outfit miss the target with commercial sales?
By The Paul
I have had a HD credit card for years, it’s probably expired because in 12 years I haven’t used it. I tried 2 orders from HD years ago and didn’t want to deal with them again. Sure I’ll buy screws or light bulbs if they are close by but they are never a first choice shopping place for me.
When you enter Home Depot you may pass a greeter, fine. Why contractors would care about this escapes me. But it’s not a bad thing, it’s just useless.
What about the Contractor desk? Last week after not using HD for contractor sales for over 10 years I give them a call. It took 4 people to finally get someone who worked in lumber, unfortunately they didn’t know that treated lumber is not all the same. I moved on and bought materials for a 400 square foot deck and siding for a home I’m remodeling, I purchased from another lumber yard. They knew the products and ordering and delivery went well, they also pick up left over materials.
At the HD Contractor desk which was loaded with homeowners the cashier woman lets me know she is tired and also offers me a little illumination, she says “I hate contractors, they think they are special”. Duh! Without playing my hand I respond “They are special, they buy a lot of stuff and are fast to work with”. This has no effect on her because she hates contractors and wishes they would buy stuff somewhere else, hey girl, we do!
Last, I am driving to a job site and listening to the radio, a Home Depot ad comes on, “Contractors, we have rolled back our prices so you can lower yours”? Just what I need, a big box store telling my customers that HD gives me a discount so I can give them (the customers) that money back.
Let me get this right,
I waste time ordering, employees are little help, and it’s generally an amateur event, and now I can lower my prices to make less money.
Home Depot, you have lots of smart people running your very successful organization, but where the rubber hits the road you’re clueless.
I’m not angry at HD, they are who they are and I’ll just keep buying light bulbs from them and building supplies from lumber yards.
Update to Home Depot
Remodel Crazy has received messages from contractors happy with their Home Depot service, and messages that were delivered by angry contractors. It is turning out that some Home Depot stores do a much better job than other stores, sometime stores only a mile away.
To be fair to HD
We have had some happy customers report to us.
The big picture
For Home Depot to continue to grow it will need more professional sales, but there is a problem here with their growth because HD also needs to grow installed sales, this means taking market share from contractors.
Hmmm! They need more contractor sales but need more market share from the contractors they want to sell to? What’s that old story, the one about the goose that laid golden eggs?