Comments on: Who Knew? http://www.ere.net/2007/04/19/who-knew/ Recruiting News, Recruiting Events, Recruiting Community, Social Recruiting Tue, 09 Feb 2010 18:30:19 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Kurt Ronn http://www.ere.net/2007/04/19/who-knew/comment-page-1/#comment-2743 Kurt Ronn Tue, 24 Apr 2007 08:59:00 +0000 http://www.ere.net/2007/04/19/who-knew/#comment-2743 Who Knew? The answer is the customers, the associates and the CEO. ?I'm Frank Blake, the new CEO for The Home Depot. I've read a number of the postings on the MSN message board (unfortunately, there were a lot of them), and we've dispatched a dedicated task force -- working directly with me -- that is ready and willing to address each and every issue raised on this board. Please give us the chance.? - Excerpt from Mr. Frank Blake?s online response to MSN article. I don?t know of many CEO?s, let alone the CEO of one of the largest corporations in the world, willing to answer an article online. Frank Blake has taken the tough issues straight on and proven that he is a leader of people and listens to the customer and associates. The Home Depot is a great company filled with over 300,000 motivated associates all working together to take an industry leading company to the next level. Every great organization stumbles at some point along the way, its part of growth. Businesses mature and have to reinvent themselves along the way. Home Depot has worked hard to build the infrastructure to support the future. The foundation of the company has always been service and value to the customer. I take issue with the off-handed, misdirected comment that the company has left its values behind. It is not true. It is an insult to the dedicated associates of Home Depot. Home Depot associates, including management, still bleed orange and support the values that have built the company. Transformation and growth are difficult but the core values are still strong at The Home Depot and Frank Blake?s apology is a sign of strength and commitment to values. Home Depot is earning its chance every day. Frank Blake supported by a dedicated team of manager and associates is building on a great brand and have a great future. Who Knew? The answer is the customers, the associates and the CEO.

?I’m Frank Blake, the new CEO for The Home Depot. I’ve read a number of the postings on the MSN message board (unfortunately, there were a lot of them), and we’ve dispatched a dedicated task force — working directly with me — that is ready and willing to address each and every issue raised on this board. Please give us the chance.? – Excerpt from Mr. Frank Blake?s online response to MSN article.

I don?t know of many CEO?s, let alone the CEO of one of the largest corporations in the world, willing to answer an article online. Frank Blake has taken the tough issues straight on and proven that he is a leader of people and listens to the customer and associates. The Home Depot is a great company filled with over 300,000 motivated associates all working together to take an industry leading company to the next level. Every great organization stumbles at some point along the way, its part of growth. Businesses mature and have to reinvent themselves along the way. Home Depot has worked hard to build the infrastructure to support the future. The foundation of the company has always been service and value to the customer.

I take issue with the off-handed, misdirected comment that the company has left its values behind. It is not true. It is an insult to the dedicated associates of Home Depot. Home Depot associates, including management, still bleed orange and support the values that have built the company. Transformation and growth are difficult but the core values are still strong at The Home Depot and Frank Blake?s apology is a sign of strength and commitment to values.

Home Depot is earning its chance every day. Frank Blake supported by a dedicated team of manager and associates is building on a great brand and have a great future.

]]> By: Kerri Mummert http://www.ere.net/2007/04/19/who-knew/comment-page-1/#comment-2724 Kerri Mummert Fri, 20 Apr 2007 01:57:00 +0000 http://www.ere.net/2007/04/19/who-knew/#comment-2724 I would have to agree with Eamonn Coleman's article - particularly the final paragraph. I have been in recruiting for 10 years and employee retention has always been an issue I've discussed with my clientele. It's one thing to identify superb talent but if you (the employer) cannot meet or chooses not to meet the expectations of the talent, it all becomes a waste of time, resources and money. I've seen it happen time and again where an employee is over worked and under appreciated until, as Eamonn mentions, the 'bad times roll.' Citing 2000 is a perfect example. As soon as the recession started, employees were holding on to their jobs with all of their strength for fear of being unemployed. Employers knew this and in several instances took advantage of their top notch employees. When the recession finally started to ease, those same employees who were grasping on to their jobs could not wait to run out the door. A great time for recruiters but an awful time for employers trying to avoid turnover and a poor reputation for treating their employees badly. I see the effects of this even now. What can we do as recruiters to educate our clients on the importance of employee retention? I would have to agree with Eamonn Coleman’s article – particularly the final paragraph. I have been in recruiting for 10 years and employee retention has always been an issue I’ve discussed with my clientele. It’s one thing to identify superb talent but if you (the employer) cannot meet or chooses not to meet the expectations of the talent, it all becomes a waste of time, resources and money. I’ve seen it happen time and again where an employee is over worked and under appreciated until, as Eamonn mentions, the ‘bad times roll.’ Citing 2000 is a perfect example. As soon as the recession started, employees were holding on to their jobs with all of their strength for fear of being unemployed. Employers knew this and in several instances took advantage of their top notch employees. When the recession finally started to ease, those same employees who were grasping on to their jobs could not wait to run out the door. A great time for recruiters but an awful time for employers trying to avoid turnover and a poor reputation for treating their employees badly. I see the effects of this even now. What can we do as recruiters to educate our clients on the importance of employee retention?

]]> By: George Watson http://www.ere.net/2007/04/19/who-knew/comment-page-1/#comment-2723 George Watson Fri, 20 Apr 2007 01:24:00 +0000 http://www.ere.net/2007/04/19/who-knew/#comment-2723 Well said, Jim. The evolving world business order is super sized companies with unimaginable clout. Their treatment of employees is only about competitiveness. With declining real wages (in the US at least), and a world clamoring for cheap goods, the 'price first' value equation is King. The internet is fast on the heels of retailing for the same reason. Sadly, it means more and more Americans stepping down to $9/hr. wages at companies like WalMart. I was very surprised to discover that this has already happened in the airline industry, where marginal profitability and price competition has created a new $9/hr. standard for many operations employees. There's something ironic about handing out those peanuts... Well said, Jim.
The evolving world business order is super sized companies with unimaginable clout. Their treatment of employees is only about competitiveness. With declining real wages (in the US at least), and a world clamoring for cheap goods, the ‘price first’ value equation is King. The internet is fast on the heels of retailing for the same reason.

Sadly, it means more and more Americans stepping down to $9/hr. wages at companies like WalMart. I was very surprised to discover that this has already happened in the airline industry, where marginal profitability and price competition has created a new $9/hr. standard for many operations employees. There’s something ironic about handing out those peanuts…

]]> By: Mike Tiffany http://www.ere.net/2007/04/19/who-knew/comment-page-1/#comment-2717 Mike Tiffany Thu, 19 Apr 2007 12:31:00 +0000 http://www.ere.net/2007/04/19/who-knew/#comment-2717 Great points but time and time again, I've seen this type of goal set by corporate management, but time and time again, it never gets pushed down directly to first line management. It's easy to discuss these goals of treating employees with repect, etc., but then a first line manager get's disciplined when he lets an employee leave 20 minutes early because he has to pick his kid up at day care. It's about time that management (both upper and first line) gets evaluated by their employee and that data gets figured into THEIR compensation. Bet things will change quickly! Great points but time and time again, I’ve seen this type of goal set by corporate management, but time and time again, it never gets pushed down directly to first line management. It’s easy to discuss these goals of treating employees with repect, etc., but then a first line manager get’s disciplined when he lets an employee leave 20 minutes early because he has to pick his kid up at day care.

It’s about time that management (both upper and first line) gets evaluated by their employee and that data gets figured into THEIR compensation. Bet things will change quickly!

]]> By: Jim Cargill http://www.ere.net/2007/04/19/who-knew/comment-page-1/#comment-2722 Jim Cargill Thu, 19 Apr 2007 04:35:00 +0000 http://www.ere.net/2007/04/19/who-knew/#comment-2722 As you rail over the 'bloody shame' that businesses fail to treat their people well, and that Home Depot has become the latest subject of job bashing, I notice that their stock is trading at just 10% below their 52-week high. Pretty impressive for a company that has just sustained over 600 pages of criticism, and whose CEO has issued a semi-public apology. My simple point is that HD long ago recognized a different 'universal law of (HD) business'. That is, 'If you build it, they will come', and come they have. Customers by the millions have responded well to Home Depot's business plan. HD is about price, quality, and selection first, and service falls somewhere down the line. Customer's have complained for years that HD service is not good, yet profits pile up at warp speed. The fact is this: Most customers want service, but will take price, quality, and selection over service any day. Wal-Mart and Costco make no apologies for lack of service. One is the largest business entity in the world, and the other is the undisputed leader of it's niche. HD would be better off to not promise something it cannot deliver (customer service), and instead continue to focus on price, quality, and selection, while providing customer service to a limited degree. Had HD not recently chosen to talk up their customer service, there would be no basis for the argument that they are Shafting Shoppers. And, there would be no follow-on pile-on about how badly the employees are treated (which is factually no worse than Wal-Mart, Lowe's, K-Mart, and many others...Costco being a shining exception within the big-box discount group). Having escaped after 25 years in various retail environments, I am no defender of retailers. The reality is that all elements of retail that customers may wish to see will never be offered under the same roof. No one business can be the price leader, selection leader, quality leader, shopping environment leader, customer service leader, employee treatment leader, and shareholder value leader. HD is following their plan, and customers certainly seem to appreciate it. As you rail over the ‘bloody shame’ that businesses fail to treat their people well, and that Home Depot has become the latest subject of job bashing, I notice that their stock is trading at just 10% below their 52-week high. Pretty impressive for a company that has just sustained over 600 pages of criticism, and whose CEO has issued a semi-public apology.

My simple point is that HD long ago recognized a different ‘universal law of (HD) business’. That is, ‘If you build it, they will come’, and come they have. Customers by the millions have responded well to Home Depot’s business plan. HD is about price, quality, and selection first, and service falls somewhere down the line. Customer’s have complained for years that HD service is not good, yet profits pile up at warp speed. The fact is this: Most customers want service, but will take price, quality, and selection over service any day. Wal-Mart and Costco make no apologies for lack of service. One is the largest business entity in the world, and the other is the undisputed leader of it’s niche. HD would be better off to not promise something it cannot deliver (customer service), and instead continue to focus on price, quality, and selection, while providing customer service to a limited degree.

Had HD not recently chosen to talk up their customer service, there would be no basis for the argument that they are Shafting Shoppers. And, there would be no follow-on pile-on about how badly the employees are treated (which is factually no worse than Wal-Mart, Lowe’s, K-Mart, and many others…Costco being a shining exception within the big-box discount group).

Having escaped after 25 years in various retail environments, I am no defender of retailers. The reality is that all elements of retail that customers may wish to see will never be offered under the same roof. No one business can be the price leader, selection leader, quality leader, shopping environment leader, customer service leader, employee treatment leader, and shareholder value leader.

HD is following their plan, and customers certainly seem to appreciate it.

]]> By: Michael Glenn http://www.ere.net/2007/04/19/who-knew/comment-page-1/#comment-2720 Michael Glenn Thu, 19 Apr 2007 03:22:00 +0000 http://www.ere.net/2007/04/19/who-knew/#comment-2720 Why rip on HD? Of course, the company has to be profitable. Earnings and share holder value is a priority over employees and customers. Home Depot used to be a great company. I think it will return to those days again and it sounds like the CEO has his ear to the ground If you want to see customers getting the shaft and horrible work environment, then look no further than AT&T. They are a monopoly. Just wait when NET Neutrality vanishes. You can thank all the lobbyist for that. Why rip on HD? Of course, the company has to be profitable. Earnings and share holder value is a priority over employees and customers. Home Depot used to be a great company. I think it will return to those days again and it sounds like the CEO has his ear to the ground

If you want to see customers getting the shaft and horrible work environment, then look no further than AT&T. They are a monopoly. Just wait when NET Neutrality vanishes. You can thank all the lobbyist for that.

]]> By: Eamonn Coleman http://www.ere.net/2007/04/19/who-knew/comment-page-1/#comment-2719 Eamonn Coleman Thu, 19 Apr 2007 02:20:00 +0000 http://www.ere.net/2007/04/19/who-knew/#comment-2719 Since Home Depot is a customer driven enterprise and the experience is all employee driven (how many times have I gone to Home Depot and had to interact with an employee for something vs self service .... probably 70/30) then keeping those EXPERIENCED employees happy should be prime. In my area (Cincinnati)there is a Lowes, a Home Depot and a Home Emporium within 300 feet of one another... and if it seems that the employee has even less of a clue than me when we are talking about 'how do I fix my ball valve in my WC', then its an immediate turn off and a quick trip over to the next store. Customer experience is PRIME in this market and retaining those knowledgeable and customer driven employees should be prime. As a whole I believe that while many companies are focused on talent acquisition, they only focus on talent retention when the bad times roll (remember the year 2000)which is a huge mistake. Thanks for the article. Eamonn Since Home Depot is a customer driven enterprise and the experience is all employee driven (how many times have I gone to Home Depot and had to interact with an employee for something vs self service …. probably 70/30) then keeping those EXPERIENCED employees happy should be prime.

In my area (Cincinnati)there is a Lowes, a Home Depot and a Home Emporium within 300 feet of one another… and if it seems that the employee has even less of a clue than me when we are talking about ‘how do I fix my ball valve in my WC’, then its an immediate turn off and a quick trip over to the next store. Customer experience is PRIME in this market and retaining those knowledgeable and customer driven employees should be prime.

As a whole I believe that while many companies are focused on talent acquisition, they only focus on talent retention when the bad times roll (remember the year 2000)which is a huge mistake.

Thanks for the article.

Eamonn

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