Home Depot turns small appliance sale into major Pro opportunity

A routine appliance purchase at The Home Depot’s Monroe, North Carolina, store turned into a long-standing Pro relationship when associates recognized Jake was not shopping for a single home project but for a multifamily build-out. The difference came down to a few extra questions, a sharper read on the job, and a faster handoff from the sales floor to the specialists who could support a larger commercial account.

The chain started with Kitchen Designer Steve, Specialty Assistant Store Manager Ali and Store Manager Will, who helped identify the scale of the opportunity. From there, the store pulled in a wider Pro team that included Account Manager Maddy, Pro Sales Manager Garret, Outside Sales Director Lainey, Inside Sales Support Representative Angie, District Services Manager Howard and Pro Product Specialist Zach. Home Depot said that cross-functional support helped turn the Monroe visit into a broader partnership with Industrial Furnace Co., not just a one-time ticket.

The project itself was a multifamily development that required more than standard retail fulfillment. Home Depot said the team used Trade Credit, its commercial house account that delays invoicing until materials are delivered, along with blueprint takeoffs and regular jobsite visits to keep supply aligned with the build. Vendor partners Andersen, PPG, Boise Cascade and Mega Granite were also part of the coordinated solution, showing how category breadth and vendor management can matter as much as the first sale.

That handoff matters because Home Depot has been sharpening its Pro model around service, financing and digital tools that make larger jobs easier to manage. Its March 18 Pro update said Project Planning gives Pros access to most of the company’s assortment, including millions of items in stores and fulfillment centers, while Material List Builder AI can generate actionable material lists in seconds and help Pros bid faster. The company also said its Pro experience includes real-time delivery tracking, complex order scheduling across multiple locations, shared access and direct collaboration with Pro teams.

Home Depot’s credit program adds another layer. Its Pro Xtra Credit Card and Commercial Account Card let businesses issue cards to employees, track itemized billing and manage accounts online, with Commercial Account Card members able to use a 2% early pay discount or a 60-day payment window. That kind of setup is built for recurring work, not a single weekend project.

The Monroe example lands inside a bigger push. In fiscal 2025, Home Depot said total sales reached $164.7 billion, up $5.2 billion, while comparable sales rose 0.3% companywide and 0.5% in the U.S. The company said its strategy is to drive its core and culture, deliver a frictionless interconnected experience and win with the Pro. It also plans to build about 80 new stores over five years, then add 15 to 20 a year after 2027, a reminder that store-level execution still sits at the center of the company’s growth plan.