Over the weekend I bought a Hampton Bay Ceiling Fan Light Kit from Home Depot. The colors of the finishes in the bedroom where the ceiling fan is located are all some sort of antique brass. The metal finish colors intentionally don’t match in the room. I didn’t want to spend life hours searching for the exact shade of antique brass so I decided to go with an eclectic look that would hopefully, thoughtfully coordinate.
My previous experience when buying products with finishes is there will be a hand-drawn check mark in black marker, checking off the box that indicated whether the finish color was () white () antique brass () polished brass () black or () satin nickel.
I saw the colors listed on the box but no black check mark. “Uh oh”, I thought, “which color will it be?” I opened the box. From past experience purchasing products with the hand drawn check black marker checkmark, the color marked on the box and the color inside did not match requiring a drive back to Home Depot.
I found that all the finishes were included. This took a few seconds to comprehend, it was so odd and different from my previous experiences. Not quite believing it I looked back at the box to see which finish was indicated to be in the box. I confirmed they all were included. Wow, this solution gives me lots of options. I can change the color if and when I choose to. If the antique brass color is not quite right, I can make an in-the-moment decision to choose another finish. There’s minimal risk my finish will not be included in the box, saving me time and minimizing frustration.
Here’s my guess on how this process improvement occurred:
- someone listened to the customers who complained they didn’t like the finishes, or they were wasting time exchanging mismatched boxes, or the finish they wanted wasn’t available. Someone listened.
- Someone listened to Home Depot, the distribution channel, that was receiving complaints and other feedback. Someone listened.
- Someone measured:
- the time and cost it took to physically mark the box with a black marker
- the savings of minimizing the labor to mark the box and the expense of procuring the markers
- the cost of having product taking up shelf space because the finish color was not the desired color
- the cost of re-stocking when the finish color was not right
- the cost of dissatisfied customers
- the cost of monitoring which trends in light kit finishes would sell
- the cost of damaging relationships with distributors
Someone calculated the cost of:
- including four finishes in each box
Someone asked if the cost if the increased cost of including four finishes was justified in hard dollar cost savings, minimized consumer complaints, maximized consumer satisfaction, strengthened the relationship with the distribution channels and would be the manifestation of the brand they want to be known for.
My guess is that including all four finishes does accomplish all those things. However, Hampton Bay can’t stop now, they need to keep asking . . . and listening.