Home Depot, known for its wide range of home improvement items, including tools, appliances, and various services, has become a go-to destination for contractors, interior designers, and do-it-yourself enthusiasts.
Business Insider recently interviewed two ex-employees of Home Depot, Janet Federico and Matthew De Fiebre. They shared insights about customer behaviors they believe should be avoided in the store.
Ex-Employee Shares Home Depot Shopping Tips
In a recent Business Insider interview, former Home Depot employees Janet Federico and Matthew De Fiebre discussed customer behavior and its impact on staff. De Fiebre, who worked in garden and order fulfillment, emphasized the need for patience and courtesy towards employees, who might not always be in their designated areas.
He also highlighted the usefulness of the Home Depot app for customers to locate products, enhancing the efficiency of shopping.
Federico, a former customer service associate in Austin, Texas, pointed out the issues caused by late-night browsers hindering staff from finishing their closing duties, describing it as inconsiderate.
De Fiebre and Federico expressed frustrations with customers interrupting busy employees and misusing shopping carts, adding to the workload. They emphasized safety, urging customers to heed warning signs, especially around heavy machinery, and advised shoppers to come prepared with precise measurements for their projects.
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Associates Reveal Insights on Employee Experiences
Contrary to popular belief, Home Depot employees do not receive in-store discounts. Toni Rose, a head cashier, shared on Quora that while there's no discount, employees working over 20 hours a week qualify for benefits like dental insurance.
Another associate, Tim Hoofward, mentioned access to an OrangeLife site offering external discounts but emphasized that in-store discounts are not provided to avoid conflicts of interest.
Interestingly, Home Depot employees can offer customers on-the-spot discounts on certain items, up to $50, without needing a supervisor's approval.
This discretion, as reported by QuickTapSurvey, is part of their training and is meant for legitimate reasons.
In terms of compensation, Home Depot associates do not earn commissions on sales, according to former associate Orion A. Bennett. This policy ensures fairness, as noted by associate Jonathan Jeffries, who believes it helps avoid preferential treatment based on the value of a customer's purchase.
The company also enforces a strict policy regarding shoplifters. Associates are not permitted to confront suspects, a rule that led to the firing four employees in Palm Coast, Florida, in 2016 for attempting to apprehend a shoplifter.
Similar incidents occurred in Portland, Oregon, and Texas, where employees were terminated for intervening in theft-related situations. Home Depot defends this policy by citing safety concerns, stating that only trained security personnel can confront shoplifters.
According to the Home Depot website, the company, founded in 1978 by Bernie Marcus and Arthur Blank, has significantly transformed the concept of a "hardware store" in the home improvement and retail sectors.
Now recognized as the world's largest home improvement retailer, Home Depot operates over 2,300 stores across North America. The company prides itself on its commitment to exceptional service, not only to customers but also to its associates, communities, and shareholders, defining this as the essence of its leadership and distinguishing factor in the industry.
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