I’m Diggin’ The True Value Experience

I am a frequent shopper at the large home improvement warehouses and as a home owner have spent quite a bit of time and money with both Lowes and Home Depot over the years.  Since reading Amaze Every Customer Every Time by Shep Hyken, where he raves about Ace Hardware, I had been wanting to experience the small, neighborhood hardware store for myself.

One thing you should know about me and home improvement projects is that I rarely only make one trip to the hardware store to complete a project.  That’s probably indicative of a need to hone my strategic planning skills, but that’s a story for another day.

I was recently replacing a sprinkler valve in my yard.  On my first trip for parts I visited The Home Depot.  This is generally the place I go for my plumbing needs so I’m used to having to hunt and peck for the PVC parts I need much like a five-year-old learning how to type.  After standing there for a while, trying to find the pipes I needed, a friendly employee helped join in the hunt.  The search was made a bit more difficult because I had two little boys with me who happen to LOVE PVC pipe.  I was grateful for the help but the experience was chaotic nonetheless.

After working on my new valves, I inevitably made a mistake that required me to go back to the hardware store for more parts.  This time I headed to my local True Value hardware store which happens be closer to my house.  Upon walking into the store I was greeted with a bag of delicious popcorn.  I think allowing me to eat while I shop may just put me in a better mood.

I headed back to the plumbing section and you will not believe what I found.  They had an ample supply every T and 90 degree angle I could ever need — all logically and neatly organized into their bins.  Someone clearly put a lot of time and energy into making the various PVC pipe easy to find.  The section was a work of art much like the way Steve Jobs viewed the packaging of his products.

This experience was so inspiring that I pledged allegiance to True Value right then and there — and after handing my wife a bag of popcorn when I got home, I told her all about it.  Now I’m telling you about it and have since returned to that store a couple times.  That’s how great customer experience should work isn’t it?

To paraphrase the words of Shep Hyken, keep in mind that after a poor or mediocre experience, an above average customer experience is often enough to wow a customer.  Thanks to True Value for doing just that.  All it took was a little popcorn and some organization!

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