The Big Box Shuffle - How to Win the DIY Game
If you walk into any Big Box home improvement store and expect to get immediate gratification, you will be sorely disappointed.
Most stores have skeletal staffing in every department because: (1) their profits are lagging and "hours" must be cut, which often means that only one associate is available per 8-hour shift (2) management is cutting hours because being "under hours" translates into larger bonuses (3) with staffing already threadbare, late employees, sick calls, maternity leaves, etc.
can leave departments severely undermanned.
And if you manage to find an associate, chances are good that their level of expertise is minimal at best.
Many employees are college students who have no interest in home improvement--it's just a job to pay their way through school.
And recently-hired high school graduates have even less product knowledge.
So what can you do? Hire an expensive contractor to do your remodel and toss your hard-earned cash into a "money pit?" Let your wife talk you into hiring her out-of-work brother who calls himself a contractor, but doesn't know a circular saw from a hole in the ground? Maybe just throw your hands up in despair and forget the whole project? Before you choose those drastic alternatives, you should re-consider by using some tricks to cement your status as a DIY superstar and win the Big Box game.
First of all, do your homework! Going into a Big Box store unprepared is a recipe for failure.
Let's say you want to do a bathroom remodel.
Invest in some good how-to-books or go online.
You can also use the internet to compare prices.
By being prepared, you will not only help yourself, but also the employee who doesn't have to start at Ground Zero and will be able to assist you more promptly.
It's definitely a win/win scenario.
Also, get to know the store, Big Boxes are often huge and navigation is frustrating even with a store map.
Of course customer service can help direct you but they are usually criminally under-staffed and wait times are endless.
Don't waste time at customer service to get specific product information.
For example, they would have no idea if the store has pressure-assisted toilets in stock.
Their job is to give directions, answer phones, and do returns.
You should also get to know the associates in other departments where you need assistance.
By doing this, you eliminate the "spear carriers" and identify the "star".
This is the employee, who, when asked for guidance on your bathroom remodel, doesn't go blank-faced and nervous.
This associate--who often has years of experience in retail home improvement--just smiles--and like Dr.
Phil always says at the beginning of his show: "Let's do this!" Special orders, deliveries, will calls, transfers--this guy--or gal--is the one you want to help you from start to finish.
Make sure you know what days and hours they are working, or call before you come to the store.
It takes a little more effort, but the pay-off is a beautifully re-modeled bathroom that came together relatively easy--and quickly.
Learn how to exploit your store's determination to not be beaten on prices.
For example, let's say you went first to Home Depot to check out their prices on high end faucets.
You find a stylish new Grohe faucet that would be great for your bathroom remodel, but it is somewhat pricey.
No problem.
Just roll on over to the nearest Lowe's store and head to their plumbing department.
You find that their price--for the same faucet--is ten dollars higher.
Grab the faucet, and go to customer service.
Tell them that you found this same faucet at Home Depot for ten dollars less.
You are about to save some serious cash, because both stores have the same policy--if you find the same item to be cheaper at another store, they will not only sell it to you for that price, but give you an additional 10% discount.
Speaking of 10% discounts, they are very easy to get at either store.
If you're in Lowe's, just tell them that Home Depot offered you 10% off for any purchase over $500.
It's a slam dunk because neither store wants the other guy to get the upper hand.
Unless it's absolutely necessary, avoid going to Big Boxes on the weekend.
Due to the increased customer volume, it's strictly stress, chaos and confusion.
Finding help is beyond problematic.
If you absolutely must make a weekend visit, try to come as earlier as possible before the crowds build up.
Also, be aware of Big Box management.
The ones on the floor are called assistants at Home Depot, and zones at Lowe's.
Their main priority is making sure customers are happy and spending money.
When a problem arises on the floor, the managers are called to take charge of the situation and pour oil on the troubled waters.
Many of them are "professional" managers who have almost no product knowledge.
They came from other backgrounds such as managing a grocery store or a computer games warehouse.
Don't bother asking them any product questions.
Most of the time they will page an employee to help you--even if they know the answer to your question.
They are usually wanted in multiple locations throughout the store and don't have time for detailed product questions.
So there you have it, the keys to winning the DIY game at any Big Box store.
Just remember, these stores constantly emphasize customer service, which means, that unlike other situations in life, you are totally in charge.
Most stores have skeletal staffing in every department because: (1) their profits are lagging and "hours" must be cut, which often means that only one associate is available per 8-hour shift (2) management is cutting hours because being "under hours" translates into larger bonuses (3) with staffing already threadbare, late employees, sick calls, maternity leaves, etc.
can leave departments severely undermanned.
And if you manage to find an associate, chances are good that their level of expertise is minimal at best.
Many employees are college students who have no interest in home improvement--it's just a job to pay their way through school.
And recently-hired high school graduates have even less product knowledge.
So what can you do? Hire an expensive contractor to do your remodel and toss your hard-earned cash into a "money pit?" Let your wife talk you into hiring her out-of-work brother who calls himself a contractor, but doesn't know a circular saw from a hole in the ground? Maybe just throw your hands up in despair and forget the whole project? Before you choose those drastic alternatives, you should re-consider by using some tricks to cement your status as a DIY superstar and win the Big Box game.
First of all, do your homework! Going into a Big Box store unprepared is a recipe for failure.
Let's say you want to do a bathroom remodel.
Invest in some good how-to-books or go online.
You can also use the internet to compare prices.
By being prepared, you will not only help yourself, but also the employee who doesn't have to start at Ground Zero and will be able to assist you more promptly.
It's definitely a win/win scenario.
Also, get to know the store, Big Boxes are often huge and navigation is frustrating even with a store map.
Of course customer service can help direct you but they are usually criminally under-staffed and wait times are endless.
Don't waste time at customer service to get specific product information.
For example, they would have no idea if the store has pressure-assisted toilets in stock.
Their job is to give directions, answer phones, and do returns.
You should also get to know the associates in other departments where you need assistance.
By doing this, you eliminate the "spear carriers" and identify the "star".
This is the employee, who, when asked for guidance on your bathroom remodel, doesn't go blank-faced and nervous.
This associate--who often has years of experience in retail home improvement--just smiles--and like Dr.
Phil always says at the beginning of his show: "Let's do this!" Special orders, deliveries, will calls, transfers--this guy--or gal--is the one you want to help you from start to finish.
Make sure you know what days and hours they are working, or call before you come to the store.
It takes a little more effort, but the pay-off is a beautifully re-modeled bathroom that came together relatively easy--and quickly.
Learn how to exploit your store's determination to not be beaten on prices.
For example, let's say you went first to Home Depot to check out their prices on high end faucets.
You find a stylish new Grohe faucet that would be great for your bathroom remodel, but it is somewhat pricey.
No problem.
Just roll on over to the nearest Lowe's store and head to their plumbing department.
You find that their price--for the same faucet--is ten dollars higher.
Grab the faucet, and go to customer service.
Tell them that you found this same faucet at Home Depot for ten dollars less.
You are about to save some serious cash, because both stores have the same policy--if you find the same item to be cheaper at another store, they will not only sell it to you for that price, but give you an additional 10% discount.
Speaking of 10% discounts, they are very easy to get at either store.
If you're in Lowe's, just tell them that Home Depot offered you 10% off for any purchase over $500.
It's a slam dunk because neither store wants the other guy to get the upper hand.
Unless it's absolutely necessary, avoid going to Big Boxes on the weekend.
Due to the increased customer volume, it's strictly stress, chaos and confusion.
Finding help is beyond problematic.
If you absolutely must make a weekend visit, try to come as earlier as possible before the crowds build up.
Also, be aware of Big Box management.
The ones on the floor are called assistants at Home Depot, and zones at Lowe's.
Their main priority is making sure customers are happy and spending money.
When a problem arises on the floor, the managers are called to take charge of the situation and pour oil on the troubled waters.
Many of them are "professional" managers who have almost no product knowledge.
They came from other backgrounds such as managing a grocery store or a computer games warehouse.
Don't bother asking them any product questions.
Most of the time they will page an employee to help you--even if they know the answer to your question.
They are usually wanted in multiple locations throughout the store and don't have time for detailed product questions.
So there you have it, the keys to winning the DIY game at any Big Box store.
Just remember, these stores constantly emphasize customer service, which means, that unlike other situations in life, you are totally in charge.
