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dictators_rule
Joined: 08 Jul 2003
Posts: 6045
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Posted: Wed May 28, 2008 4:45 pm Post subject: HD Using Secret Shoppers or Hardcore Shareholders?
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The shareholders of Home Depot are expressing concern over customer service.They went so far as to say that the employees are not even making eye contact.The shareholders say this is just an observation from when they go to shop at Home Depot but it sounds like they're reading from a secret shopper checklist.Is Home Depot using secret shoppers?
Frank Blake acknowledged the customer service problem when he took over and said HD is still trying to attract more contractors and hire and train more in general.
I realize the pre Nardelli stock holders were more hard core or true believers but do they still shop HD or are they simply trying to put pressure on Blake for higher stock?
And is there any additional training other than go through the motions computer based training?
http://www.reuters.com/article/marketsNews/idINN2249461220080522?rpc=44
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SuISM
Joined: 07 Jan 2004
Posts: 288
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Posted: Thu May 29, 2008 12:16 am Post subject:
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Is Home Depot using secret shoppers?
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In one word....... yes ...
I used to work at my local HD.. I still know people there.. especially the front end manager.. and they'd pay me to do secret shops for them ...
So yes.. in a nutshell.. they do use secret shoppers
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dictators_rule
Joined: 08 Jul 2003
Posts: 6045
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Posted: Fri May 30, 2008 4:38 pm Post subject: checklist
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Did the HD managers have you use a checklist or was this to gather 'intelligence' on the employees in an 'informal' manner.In other words did the shops go to corporate or the SGM?
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SuISM
Joined: 07 Jan 2004
Posts: 288
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Posted: Fri May 30, 2008 10:31 pm Post subject:
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| Did the HD managers have you use a checklist or was this to gather 'intelligence' on the employees in an 'informal' manner.In other words did the shops go to corporate or the SGM? |
To be honest I'm not sure where the shops went to ... as I said.. I'm a former employee.. so I pretty much know what to look for.. and I would give this information to the front end manager.. who would take it from there... There were no real guidelines as far as I'm aware.. and they were usually informal..
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dictators_rule
Joined: 08 Jul 2003
Posts: 6045
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Posted: Mon Jun 02, 2008 3:04 am Post subject: A report?A form?
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Curious did you have an official report,did you just sum up your experience verbally or written?Or did you 'survey' every employee you encountered noting every detail on a form or checklist?
I always heard rumore of secret employees at Sears,They'd go from store to store reporting/spying on employees reporting to corporate/the SGM on what they found.And Aylwin Lewis ex Kmart/Sears Holding CEO admitted to using secret shoppers.
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