Home Depot 2000 Annual Report Download - page 9

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“A customer was moving into a loft apartment in Manhattan and had eight enormous
windows, seven to eight feet high. She didn’t want curtains and was concerned about the
cost of installing custom blinds. We were able to put together a combination of a valance
and two blinds to give her the look she wanted for seven of the windows and helped her
with a custom blind for the eighth. It solved her problem, it fit her budget and she could
do it herself.”
– Wayne Dinse
t prices at The home depot.
06
07
At the center of The Home Depot’s success is the trusting relationship between the do-it-yourself customer
and our orange-blooded associates. By emphasizing and teaching customer service, and supplementing with
product knowledge training, we keep our business vital and growing. During fiscal 2000 we enhanced our rela-
tionship with 50,000 customers by building their confidence and skills through Home Depot University classes
that teach the how-to part of many projects. We create customer loyalty with proprietary and exclusive prod-
ucts like Hampton Bay®fans and lighting; Behr Premium Plus®paint; Ralph Lauren®paint, carpet and light-
ing; John Deere®lawn and garden equipment; and Husky®and Ridgid®tools. Subsidiaries such as Georgia
Lighting bring us further product expertise and unique import capabilities. With consistent everyday low
price guarantees, we execute the fundamentals of retailing with a passion.
Innovation is a key to customer satisfaction. The number of tool rental centers in our stores grew to 342 at
year-end. With more than 200 products available to the DIY or professional customer, tool rental services
support the bigger projects that our customers take on and provide strong financial results for our stock-
holders as well.
We always seek to drive our performance to the next level. The Service Performance Improvement (SPI)
initiative launched in our stores this year shifts product receiving to the night hours. The resulting efficien-
cies free up associates to dedicate their time to serving customers. As a result, our stores are easier to shop,
the shelves are fully stocked and the aisles are cleaner.