Office Depot’s President on How “Mystery Shopping” Helped Spark a Turnaround
by Kevin Peters
Kevin Peters is Office Depot’s president for North America.
The office products retailer was measuring customer service using metrics—such as the cleanliness of bathrooms—that didn’t drive sales. Its new president is trying to fix that by retraining the staff and transforming the company.
When I became the leader of Office Depot’s retail stores in the United States, in 2010, the first thing I tried to do was figure out the meaning of a puzzling set of facts. Our sales had been declining, and although that’s not unusual in a weak economy, they had declined faster than the sales of our competitors and of retailers in general. At the same time, ...