How is Home Depot going to differentiate itself?
Today one point of difference is that we have more stores and are more convenient, but that will erode over time if they continue on their path of opening stores while we are rationalizing our square-footage growth. So then what is the point of difference inside the store? It is really that belly-to-belly experience between the associates and the customer. The customers who are shopping us today are saying they see a difference. Our challenge is to invite back those customers who may not love us because we’ve disappointed them. We need to invite them back so they can experience that point of difference. From a merchandising perspective, I will tell you that if you go to our hand-tools or power-tools aisle, we’ve got a broader assortment than anyone in town. We have great prices, and we should always win on product. But what is the stickiness? The stickiness has got to be about the human experience. What are the financial measures on which you reward store managers? An interesting point
