I’m Diggin’ The True Value Experience


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TV_zpsbf06d3f8I am a frequent shopper at the large home improvement warehouses and as a home owner have spent quite a bit of time and money with both Lowes and Home Depot over the years.  Since reading Amaze Every Customer Every Time by Shep Hyken, where he raves about Ace Hardware, I had been wanting to experience the small, neighborhood hardware store for myself.

One thing you should know about me and home improvement projects is that I rarely only make one trip to the hardware store to complete a project.  That’s probably indicative of a need to hone my strategic planning skills, but that’s a story for another day.

I was recently replacing a sprinkler valve in my yard.  On my first trip for parts I visited The Home Depot.  This is generally the place I go for my plumbing needs so I’m used to having to hunt and peck for the PVC parts I need much like a five-year-old learning how to type.  After standing there for a while, trying to find the pipes I needed, a friendly employee helped join in the hunt.  The search was made a bit more difficult because I had two little boys with me who happen to LOVE PVC pipe.  I was grateful for the help but the experience was chaotic nonetheless.

After working on my new valves, I inevitably made a mistake that required me to go back to thePVC hardware store for more parts.  This time I headed to my local True Value hardware store which happens be closer to my house.  Upon walking into the store I was greeted with a bag of delicious popcorn.  I think allowing me to eat while I shop may just put me in a better mood.

I headed back to the plumbing section and you will not believe what I found.  They had an ample supply every T and 90 degree angle I could ever need — all logically and neatly organized into their bins.  Someone clearly put a lot of time and energy into making the various PVC pipe easy to find.  The section was a work of art much like the way Steve Jobs viewed the packaging of his products.

This experience was so inspiring that I pledged allegiance to True Value right then and there — and after handing my wife a bag of popcorn when I got home, I told her all about it.  Now I’m telling you about it and have since returned to that store a couple times.  That’s how great customer experience should work isn’t it?

To paraphrase the words of Shep Hyken, keep in mind that after a poor or mediocre experience, an above average customer experience is often enough to wow a customer.  Thanks to True Value for doing just that.  All it took was a little popcorn and some organization!

Republished with author's permission from original post.

Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.


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