Hard to believe, but I got great service on a Saturday afternoon in a Home Depot. Well, actually, in a Home Depot EXPO Design Center. Spending a half-hour in there was a lesson in how good, consistent employee training pays off, along with intelligent store design.

My wife and I were looking for some kitchen upgrades. But we browsed the wide aisles first, where top-selling merchandise was at eye level and all prices clearly visible. Not a single sales associate failed to stop and ask if we needed any help. Those who did help us were either very knowledgeable about particular products or, if they weren’t, immediately went to find someone who could answer our questions.

And none of this “How are you guys today?” or “Have a great afternoon” chatter. We were treated seriously. The staff really listened. They explained their products and services with calm professionalism. It just felt good to be in their presence.

We left with their business cards, samples of counter tiles and wood flooring, and sales sheets that clearly outline what we can expect from EXPO installers. We’ll be back for sure.

Funny how a division of Home Depot–a chain not usually renowned for great service–takes a completely different approach in their EXPO stores. Sure, the EXPO customers aren’t necessarily like the do-it-yourselfers Home Depot caters to.

Maybe Home Depot should let some employees observe their EXPO counterparts for a day or two to see what they can learn. Maybe you and your employees should visit an EXPO store, too. You’ll get a good lesson in customer relations, all for free.