The B&Q customer experience

DIY in the UK is big business with a sea of home improvement telly programmes inviting us all to transform our mundane living quarters into chic properties commanding a premium price. Realities are most of us are ham-fisted oafs when it comes to all things DIY struggling with the simplest of tasks. Give us a drill and we can cause havoc in a matter of minutes wiping thousands of value in the sweep of an arm as we plough through the walls of our homes. This lack of results doesn't seem to put us off trying and sees us regularly venturing into the likes of B&Q (www.diy.com) ill informed and open mouthed gawping at the wealth of available products. It is a fantastic business model - fill a huge warehouse with stock that customers will be keen to purchase but have little concept of their value or how to use them once purchased. B&Q do try to help and provide skilled staff to respond to any queries on the difference between a u-bend and a stop cock but being British we are don't wish to trouble anyone and ask so just blindly carry on about our business. Epic.