Home Depot - the Rest of the Story
If you haven't looked at the bathroom project itself, you are cheating. You need to take a look at the Home Depot project .
Initial TransmittalI packaged the Bathroom Project portfolio in sheet protectors and sent it off to the address some of the people at Home Depot gave me. I had asked for the Regional Manager (Mr. Pfeiffer) but was advised to address it to his assistant.
I addressed this to the Atlanta headquarters rather than the regional office in Arizona where Ms. Volk is really located. Home Depot Atlanta returned it as undeliverable. I made another package up, and sent it to Ms. Volk at the Phoenix address that I was given. I must have done something wrong again because this transmittal disappeared. Never returned and never acknoledged. |
January 11, 2012
Jodee Volk Home Depot, Inc. 2455 Paces Ferry Rd. NW Atlanta, GA 30339-4024 Dear Ms. Volk: I’m writing today to share with you and then hopefully Mr. Pfeiffer the exceptional work of one of your employees at your store on Alameda Avenue in Lakewood, Colorado. Your employee’s name is Stephanie Locricchio. I suspect that Stephanie has had many accommodations, but it is my hope that you will view this one as more than a simple accommodation. I am enclosing some pictures of work that Stephanie and my wife have done in the last two years. Most of the pictures are from a small book I for everyone involved in our bathroom project in 2010. Stephanie, pictured on the second page, played a major role in the success of the project. My wife, Barb, is no slouch when it comes to design, but Stephanie’s design skills were critical. Add to that her knowledge of Home Depot products as well as some specialty items outside of Home Depot, and we have a combination that made our project work. The last picture page is a collage of the bathroom that we just finished. Again Stephanie was a key player. This was a smaller project in many regards. We spent about $3,500 with Stephanie on this one. I want to convey two things to Home Depot. First and foremost, I hope you recognize that Stephanie Locricchio is an exceptional resource for your company. Her education, experience and general manner I hope are not only noted for general recognition, but as a model for how kitchen and bathroom design can work for everyone. My second idea is outside of the box, but this will support my point. Barb and I have been in our house for over 35 years. These bathroom projects and others are indicative of the fact that among of our life’s decisions, we are not moving. We will make our house everything that we want without trading up and moving. Our story, “So you’ve decided to make you current house you dream house”, should be in brochures at Home Depot (with Stephanie’s picture). The story should be in your advertising. The new show should be supported by your advertising on HGTV! I’m very happy to work with Stephanie and to do business with Home Depot. Sincerely, David B. Murphy www.DBMurphyUSA.com |
Drastic MeasuresNow I'm getting frustrated. It wouldn't be like me to have done this work and just give up.
I purchased 100 shares of Home Depot stock and made up yet another package. I included the letter to Ms. Volk and added the cover letter here. Back to Atlanta. |
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Three Phone Calls
It turns out that being a shareholder helps. I got three calls.
Investor Relations called. I appologized for using the word "immedately" in my request. It was just my frustration. The woman from Investor Relations said she understood and would make sure that the right people would see my package.
Next Ms. Folk from Phoenix called. She said that she was very impressed with my "huge" project and pleased that her store had done a fine job. She would make sure of three things. First, she would show the regional VP the package. Second, she would have him send a handwritten note to Stephanie. And finally, she would make sure that Stephanie got a badge for her apron.
I realized that I have a narrow view of corporate culture. My experience has been in companies that have aggressively sought to attract and nurture talent at all levels. I am now studying the simple reality that there are many different personnel strategies and company "cultures". More of that below.
Finally, Customer Service from Atlanta called. We chatted a bit and it turns out that Atlanta Customer Service was handling the case based on a scanned copy of one of my two letters, I suspect the one to Jodee. My package of pictures was not included in the scan they had which is also the scan I believe she told me would be put in email to Mr. Blake. I kind of indicated that I wasn't overwhelmed by Stephanie getting a badge and the Customer Service person told me that it was more than just a badge. When Stephanie got three recommendations she would automatically be put in a pool for a drawing for $50.
Investor Relations called. I appologized for using the word "immedately" in my request. It was just my frustration. The woman from Investor Relations said she understood and would make sure that the right people would see my package.
Next Ms. Folk from Phoenix called. She said that she was very impressed with my "huge" project and pleased that her store had done a fine job. She would make sure of three things. First, she would show the regional VP the package. Second, she would have him send a handwritten note to Stephanie. And finally, she would make sure that Stephanie got a badge for her apron.
I realized that I have a narrow view of corporate culture. My experience has been in companies that have aggressively sought to attract and nurture talent at all levels. I am now studying the simple reality that there are many different personnel strategies and company "cultures". More of that below.
Finally, Customer Service from Atlanta called. We chatted a bit and it turns out that Atlanta Customer Service was handling the case based on a scanned copy of one of my two letters, I suspect the one to Jodee. My package of pictures was not included in the scan they had which is also the scan I believe she told me would be put in email to Mr. Blake. I kind of indicated that I wasn't overwhelmed by Stephanie getting a badge and the Customer Service person told me that it was more than just a badge. When Stephanie got three recommendations she would automatically be put in a pool for a drawing for $50.
