Frank Blake was the CEO of The Home Depot from 2007 to 2014. During that time The Home Depot tripled in value and became one of the most successful retailers in the world. Here are some of the highlights from a recent interview with Andy Stanley:
His mission was for THD to become the most customer-centric retailer in the world. This vision was their guiding path and the foundation for their culture.
He became a master at celebrating their vision and values. Recognition is one of the most impactful things you can do. He wrote 100 notes per week to employees that exemplified the customer service that they wanted.
He implemented the leadership concept of the upside-down pyramid. Contrary to traditional pyramids, the customer is on top, then the employees, then the shareholders and lastly the CEO. This is a philosophy of servant leadership that helps everyone visualize and prioritize serving the customer.
They gave each associate the authority to offer a customer service related discount up to a point. If you want to empower people with the responsibility to live your values, you have to take some risk and let them actually do it.
Be an aggressive listener. If you are not listening to those around you then don’t be surprised if they won't have anything to say. Frank had lunch once per week with an associate or group of associates simply to listen and gather feedback.
Companies start by solving a problem in the market and serving customers. Then at some point, they become consumed with the company itself. When this happens, you have to make sure that you are able to refocus back on the customer and why you are in existence to start with.
Having worked with The Home Depot, I can speak first hand to the culture they have created. It is one that is customer focused and one that positively impacts everyone that they touch, including vendors.