Home Depot has recently implemented a new curriculum in to their organization – Customer FIRST, “an acronym for five steps we ask associates to take with all customers to ensure they leave satisfied”. Home Depot made the right move to shift their attention to improving customer service and incorporating this trait in the company’s Organizational Culture.
Organizational Culture is the pattern of shared values, beliefs, and assumptions considered to be the appropriate way to think and act within an organization.
For Home Depot, employees are given a set of clear expectations for specific roles and behaviors while their on the sales floor, and they share a common belief and goal that aims to increase customer satisfaction. I personally think that a strong organizational culture are building blocks in improving and maintaining quality customer care. In order to develop a strong and positive organizational culture, companies need to focus on building on employee strengths, empowering them, providing feedback and making sure that their accomplishments are rewarded. This creates a more motivating work environment that ensures a person’s job is more enjoyable, engaging and meaningful. When we are engaged in our jobs, we feel more committed, and become more productive and willing to satisfy our customers.