This week’s Home Depot news — the departure of much unloved Chairman Bob Nardelli — continues in the Atlanta press today, with a look at what Frank Blake — the new top guy in the orange apron — must do to soothe nerves frayed by his predecessor.
At the top of the Blake’s must-fix list is customer service. Referring to the popular management program Six Sigma, a Home Depot manager told The Atlanta Journal-Constitution reporter Patti Bond that, under Nardelli’s leadership, the Home Depot customer had been caught up in the seventh dimension of Six Sigma. A Georgia State University marketing professor told the reporter that fixing the customer service problem is a key issue for the new chairman.
Uh, hello. Home Depot is a corporation, yes. But first and foremost, it is a retailer. What was Nardelli thinking? Or was he thinking?
Employees told the Journal-Constitution they were celebrating in the aisles following the announcement that Nardelli was going bye-bye. Perhaps very soon, they’ll be celebrating with customers who are once again happy and well served.
In retailing, if customers aren’t happy ain’t nobody happy.