ACE Hardware culture

The other night I was at a not-to-be-named big box home improvement retailer.

Me: "Excuse me, do you know where the shop vacs are?"

Employee: "The what?"

Me: "The shop vacs. Vacuum cleaners?"

Employee: [Laughs]. No, I do not know where the shop vacs are. [Turns his back to me.]

If this experience was an outlier, it would be notable. However, it is reflective of the customer experience at this particular retailer during nearly every visit, and across geographies. The customer service experience is often jaw dropping —and not in a good way. 

This retailer is still in business and has been for a long time.
They often have a monopoly on the market.

Contrast this with ACE Hardware.

Here, employees say "hi."

When looking for products, employees not only share where the product is, but will also walk over to the aisle to ensure that we find what we are looking for. Here, we are a team - on the hunt for bird seed or a shovel or precisely the right type of paint roller.

At ACE Hardware, after we find our perfect item, team members often say, "is there anything else I can help you with?"

Shopping at the big-box retailer feels like dread, where shopping at ACE Hardware feels like delight.

ACE Hardware isn't doing anything fancy; their employees are simply leading in the moments and connecting with their customers in small, meaningful ways.

I learned via this LinkedIn post that this kindness and helpfulness translates to internal culture, as well. 

The big-box-store versus ACE Hardware experience captures what I hear from team members often. 

Team members who work at a company that feels like ACE Hardware typically feel happy, satisfied, and appreciated at work.

Team members who work at a company that feels like the not-to-be-named big box store often feel less engaged, more frustrated, and less connected.

When we visit these stores, we can see and feel the way these differences play out. 

As leaders, we can help to create the “ACE Hardware culture” through simple gestures such as saying good morning, listening to our team members, taking time to ask “how are you?” and listening to the answer.

We can practice kindness even when we are busy, frustrated, or drowning in emails. 

We can take the high road with a few deep breaths followed by a respectful response, rather than firing off a snide or accusatory email when we are feeling triggered. 

What do you think?

Have you experienced this type of culture difference while looking for a shop vac as well?