They have these buttons all over the place, particularly concentrated in areas where customers might be feeling they need a little guidance (tiles, paint, wood cutting). Every time I felt that little surge of stress when I realised I have no clue what I'm doing, I looked up and there was a big orange button.When you think about it, it seems obvious. Most customers shopping for hardware need help at some point during their visit and there is nothing as painful as trundling round the store trying to find a staff member that isn't serving someone else.
What really impressed me is the way that every part of this solution seems just right.:
1. The buttons are bright orange and green; they are placed in highly visible positions
2. The promise is simple - Need help? We'll give it to you in 2 mins or we'll give you a discount
3. The countdown dots help to make you:
(a) comfortable while you are waiting (help is on its way) and
(b) delighted when a member of staff beats your expectations by arriving while it is only a quarter of the way round.
It makes me so happy when I see companies really thinking about what they can do for their customers and then making it as easy as possible for their customers to ask for that. What upsets me is that I see it so rarely. For now, Homebase, you have a new evangelist!