Home Depot: Cashier Performance Metrics

I saw this poster on the other side of the cashiers at a Home Depot store in Campbell, CA:

So for Home Depot’s cashiers to be considered performing well, they need speed & accuracy.

Speed = Average Scan time per transaction and the average number of customer transactions per hour
Accuracy = use of the bar code scanner, use of the “Quantity” key, % of “voids”, and not using a Clearance SKU

They also communicate behaviors cashiers can take to improve their performance.
Even in such a simple list of behaviors, there can be confusion, for example:
“Using the QTY key (on the register) is better than typing the SKU multiple times,” and ”Avoid using the QTY key.“

This is the same store where my friend told me how rude the cashiers can be: on one occasion one cashier said to him ”a little heavy on the cologne today, eh?“ and when his wife said to a cashier that was frazzled ”having a bad day?“ the cashier pointed at my friend’s wife and said ”yes, because of people like you!“

Even in the midst of the housing (building) slump and the overall economy, Lowes has managed 1.1% revenue growth.  Home Depot was at -10.2% (based on 2008 Q2 10Q vs. prior period).

Their Operating Profit has gone from 10.9% to 7.7% over the last 5 years (same quarter comparison).

Perhaps Home Depot needs to be thinking more about the overall customer experience than just cost per transaction.

Comments

[Christian Sagna]

Dear Home Depot Customer,

On behalf of The Home Depot I apologize for any inconvenience you may have experienced with one of our cashiers.

Please know that it is The Home Depot’s goal to satisfy all of our customers with our products and services. We look forward to assisting you and your family with all of your future home improvement needs. Please do not hesitate to contact me if you have any questions.


Sincerely,

Christian L. Sagna
Agent Expert
2455 Paces Ferry Road/B-3
Atlanta, GA 30339
Phone: (770) 433-8211 or 800-654-0688 x84861
Fax: (770) 384-5038