The keys to these businesses seem to be:

1) Variety. If you need something complex or something in bulk, something painted a certain color or not even primed, you come here. They'll have it, and they'll have rows of it just waiting.

2) Knowledgable staff. When you get to the store and are uncertain if one item will function with another, or what the best tile flooring would be, the staff seem to have already had experience with the same situation you've been in.

3) Available staff. This is the one they've been stressing lately. They want their staff to seek YOU out, and make sure you're content with the level of service you've been getting. Sometimes, due to the sheer size of the store, the employees are hidden. This is the main complaint of customers of Home Depot/Lowes and something they spend every moment they can trying to fix.
Source(s):
http://articles.moneycentral.msn.com/Investing/Extra/HomeDepotShaftingShopp...

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