Do you believe in Customer Centricity and Employee Empowerment? Bernie Marcus definitely did. While working at The Home Depot, I was taken by the culture that celebrated the Customer first and then the associates who worked in the store every day. We lived that culture by regularly spending time in the store working in the aisles regardless of our roles as analysts, directors, or vice presidents. My first week as an associate was spent working in a local store. We wore the aprons and helped customers. At every major meeting and on every quarterly earnings day, we wore the aprons to acknowledge the store associates and to remind ourselves in the corporate office that any new campaign we built or product we sourced had to help the customer and be easily understood by the associate.

This culture was created by the founders of The Home Depot, including Bernie Marcus, who passed away today. He established several core strategies that guided his vision and were instrumental in the company’s success. Here are five principles he lived by:

1️⃣ Customer-Centric Focus – Marcus believed Home Depot’s success hinged on a strong commitment to customer service. He prioritized knowledgeable employees who could assist customers effectively. This approach differentiated Home Depot in a competitive market by creating a reputation for expertise and high-quality customer service.

2️⃣ Empowering Employees—Marcus was a strong advocate for employee empowerment. He understood that motivated and knowledgeable associates were essential for delivering excellent service. He implemented policies to support and train employees, fostering a culture where employees felt valued and invested in the company’s mission.

3️⃣ Low Prices with Quality Service – Marcus’s strategy combined competitive pricing with high-value service. His goal was to provide an exceptional shopping experience without compromising on price, a balance that attracted both contractors and everyday consumers looking for affordable home improvement products.

4️⃣ Focus on Culture and Values – Marcus emphasized creating a strong company culture rooted in ethical values and a mission-driven purpose. He believed in maintaining integrity and transparency, which inspired loyalty and trust among employees and customers.

5️⃣ Community Engagement—A strong believer in giving back, Marcus emphasized corporate social responsibility, including charitable donations and community involvement. He co-founded the Home Depot Foundation to support local communities and disaster relief and encouraged a culture of volunteerism among employees. If you have ever worked in a store near a natural disaster, you will see this firsthand.

Bernie Marcus’s strategies centered on providing value, quality service, and a strong company culture, which helped The Home Depot grow into one of the largest home improvement retailers in the world. His legacy continues to influence Home Depot’s business and customer relations approach today.Activate to view larger image,