Getting Rusty at Home Depot
Yesterday Minda and I went to the Home Depot store in Provo. We needed to get a new track for a bi-fold closet door. Crucial components for the existing doors had been lost when carpet layers took down the doors to install new carpet before we ever moved in. (The carpet layers should have reinstalled the doors. But they didn’t. And so we inherited the problem.)
We looked all around Home Depot but couldn’t find a 60-inch track for a bi-fold door. They did have 30-inch tracks, however, which cost $13.68 each. I wondered, could two 30-inch tracks do the job? I decided that even they would satisfactorily replace a 60-inch track, I preferred not to do it that way. For one thing, the holes wouldn’t align with existing screw holes…and I didn’t want to have to buy a new drill to finish the work.
A knowledgeable young man named Rusty came to the rescue. Rusty works in the Window & Door Department of the Provo Home Depot store. He told us that Home Depot doesn’t carry 60-inch tracks at this time. He explained how we could make two 30-inch tracks work. When I told him why I'd rather have a single 60-inch track instead of two 30-inch tracks, he understood my point of view. I asked him if Lowe’s might carry that item. He said, “Let me call and find out.” So he called Lowe’s in nearby Orem. The Lowe's employee who answered the telephone wasn't 100% certain. Rusty asked him (or her) politely, “Would you please put me on hold and go check it out?” Rusty was put on hold. A couple minutes later Rusty got his answer. He turned to me and said, yes, Lowe’s in Orem has the part and it will cost you $16.79.
I mentioned to one of Rusty’s coworkers how helpful Rusty was. The handsome, bright-eyed coworker smiled and said enthusiastically, “Yep, Rusty’s really a great guy.”
I sought out a manager and told her about Rusty. She said, “Here’s the person you really should talk to" as she pointed out another manager who was walking by. I told him, “You have a great employee who went the extra mile to help us solve a little dilemma. His name is Rusty.” The manager thanked me for telling him.
Later, when we bought the needed part at Lowe’s I told the Lowe’s cashier about Rusty. She was gratified to hear about how competitors cooperated to help satisfy a customer.
This is the way the world should work. Sure, Home Depot lost a sale of $27 for the two 30-inch tracks (and maybe the sale of a new drill as well*), but they gained a lot of what marketing people call good will. Minda and I went home loving Home Depot…and Lowe’s. And now we’re loving our newly-reinstalled bi-fold closet doors.
Thank you, Rusty!
# # #
*When I get around to buying a new drill, I'll be going to Home Depot for it.
Orem, Utah—8 November 2013—©2013 Daniel Kemper Lubben
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