Home Depot 2001 Annual Report Download - page 10

Download and view the complete annual report

Please find page 10 of the 2001 Home Depot annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 42

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42

8
To maintain customer service momentum, a
“Racetrack Manager”continually cycles through
the store to ensure that every customer is being
helped, that products are in-stock and that aisles
are easy to navigate, to ensure a pleasant and
safe shopping environment.
The key: associates focus fully on serving customers while
the store is open, and only after hours do they turn to tasks
such as unloading trucks with forklifts and re-stocking the
shelves. Now, associates spend even more time assisting
and serving customers – going that “extra mile”to give
customers a more personal, satisfying shopping experience.
SPI also frees up associates to continually learn about
products we carry, enabling them to serve more effectively
as product knowledge experts.
SPI
Customers find more store
associates helping with their
home improvement needs as
part of our intensive customer
service effort called Service
Performance Improvement,
or SPI, which rolled out to all
Home Depot stores in 2001.