Home Depot Legends: Brian and Matt – Normal, Illinois
A truck driver pulled off the interstate into the parking lot of Store 6987 in Normal, Ill. The tarp covering his load of Styrofoam sheets had come loose when the straps snapped, and he had a nine-hour journey ahead. It was an hour before closing when the driver explained his dilemma to Chrissy, the manager on duty.
Chrissy recruited Millwork associate Matt and Hardware associate Brian to come up with a solution. Brian suggested using the order picker to help them. After getting approval from Chrissy, they helped the driver purchase every tarp strap in the store.
With Matt in the order picker and Brian directing operations from ground level, the team secured the load with the new straps. It was a winning strategy. “We couldn’t use a ladder because the load was too tall. Using the order picker meant Matt could reach the top, and I could pull the bottom straps from below. We also straightened the load, which had started to lean to one side,” Brian said.
The driver was astounded at the service and said he had made the right decision when he chose The Home Depot over a competitor’s store nearby.
“It took us about an hour,” Matt said. “The driver was so grateful that we kept working until the job was done. He was happy he had decided to pull into our parking lot and said he will only ever shop at The Home Depot.”
Comments
I was desperate to get shelving out of art studio in 3 hours or lose deposit. My carpenter cancelled at the last moment. Stopped at auto repair,(2), a cabinet maker, the competitor – who couldn’t even give ame a name. At Home Depot, Prescott Valley, AZ, Antwar, the manager, had a man, drill and a truck and shelves were out within the hour. Can’t thank them enough!!!!
Sounds just like something a Home Depot employee would do!!! They are simply the best in my book!!! Awesome job people!!! Keep up the great work!!
Isn’t the order-picker (and other lift equipment such as the electric pallet-jack and reach truck) meant to be used indoors and on level surfaces? Although it appears to be used for a nice gesture, the damage you could have done to the machinery violating proper operating procedure probably outweighs the profit we made from the straps. Anyways, congratulations for satisfying the customer.
That was nice guys good job
Great Job Guys
Great Job I pulled flat bed years ago, so know feeling of driver.
Matt and Brian had better be careful. Their acts of kindness probably violated some safety or loss control rule. This publicity could bring out the HD police to fire them.
They will not be terminated for “doing the right thing” and taking care of a customer. Nobody/nothing was harmed and I’m certain they followed whatever safety guidelines were in place. Great job guys! It’s people like this that give Home Depot a good reputation.
Great job guys! Pay no attention to the paper pushers all they care about is the money. The customer always comes first!
As an HD associate myself, I have to agree with Shelly and Billco that putting our customers FIRST will never get you in trouble! I also think it goes without saying that using safety procedures and guidlines go hand-in-hand with this. Point is, everything was approved by the MOD so again, they don’t have to worry about losing their jobs. Great work guys!
Kudos Guys for living the Depot Value of “Doing The Right Thing”-although the SOP MAY have been(or not)violated,you SOLVED an exterior customer issue which could have been disastrous ten-fold to potential interior customers on the road-if anyone’s apron should be on the line,it would be that of the MOD who allowed SOP to be violated if @ all was-Homer Award to ALL-including MOD- Customer FIRST! (SOLVE)