Inside the Culture that Built Home Depot: A Conversation with Crystal Hanlon

In our recent Culture Architects podcast, David had the pleasure of speaking with Crystal Hanlon, Senior Vice President and Culture Officer at Home Depot, a company known for its incredible growth and culture. With nearly 40 years at the company, Crystal has seen Home Depot evolve from a small regional store into the world’s largest home improvement retailer. She shared invaluable insights into how culture has been central to that success, as well as the systems they’ve developed to keep their "orange-blooded" culture thriving in such a massive organization.

Building a Culture of Connection

Crystal’s journey at Home Depot began in 1985 when she joined the company as a part-time cashier. Over time, she realized the deep alignment between the company’s values and her own. As she described it, Home Depot’s culture is rooted in connection—both with the associates and the customers. The company’s inverted leadership pyramid, a foundational concept introduced by founders Bernie Marcus and Arthur Blank, ensures that every associate feels supported. "The CEO is at the bottom," Crystal explains, "and we work for our associates who work for the customer."

This connection drives everything at Home Depot—from daily operations to leadership training. Crystal shared how they cultivate this culture through storytelling, leadership engagement, and programs like Team Depot, a community outreach initiative where associates volunteer their time to serve their local communities.

Learning from Mistakes and Finding Balance

One of the most refreshing parts of the conversation was Crystal’s candor about the mistakes she has made along the way. Like many leaders, she initially believed that her way was the best way. However, she quickly learned the value of letting go and empowering others to approach problems in their own way—often achieving better results than she could have imagined.

Crystal also stressed the importance of balance, a lesson she learned over her four decades at Home Depot. Her "why" became clear: finding purpose in her work, but also ensuring that she doesn’t lose sight of what matters most—family, friends, and the lives she touches.

Embedding Culture Through Rituals

As Home Depot scaled, maintaining a cohesive culture became more challenging. With 475,000 associates and over 2,300 stores worldwide, how do you keep everyone connected? Crystal described several rituals Home Depot uses to reinforce their core values and customer service principles.

One such ritual is the daily morning meeting in each store. It’s a quick, "pep-rally" style gathering where associates share stories of exceptional customer service and how their values are coming to life on the sales floor. Crystal likened it to the rituals at Ritz-Carlton, where service standards are reinforced daily. Another critical touchpoint is SamePage, a weekly broadcast that connects leaders across all stores to align on priorities and recognize outstanding contributions.

These rituals, combined with leadership training and community involvement through Team Depot, create a powerful network of cultural reinforcements.

The Power of Service

Crystal’s most rewarding experiences at Home Depot come from the impact on people’s lives—both inside and outside the company. Whether it’s seeing an associate buy their first car or helping veterans through Team Depot projects, Crystal takes immense pride in the culture of service that Home Depot has built. She shared how associates, regardless of their title, work together on Team Depot projects to give back to their communities—this, she believes, is the "heartbeat" of Home Depot’s culture.

Ensuring the Future of Home Depot’s Culture

As Crystal looks toward the future, she’s acutely aware of the challenges ahead, particularly with newer generations who view work differently. Today’s younger workforce, Crystal explained, is more transient and places less value on long-term employment. However, she remains optimistic that by understanding each generation's "why" and showing them the opportunities available at Home Depot, the company can continue to grow its next generation of leaders.

For Crystal, the biggest threat to Home Depot’s culture is losing the connection with associates across generations. Her mission is clear: to ensure that everyone, from new hires to seasoned veterans, feels the same sense of purpose and belonging that she’s experienced over the last 39 years.

Create a Scalable Culture for Your Organization

Crystal Hanlon’s leadership journey at Home Depot is a testament to the power of culture in driving business success. From humble beginnings as a cashier to leading the company’s cultural initiatives, her story is a shining example of how connection, service, and values can shape a high-performing organization.

To learn more about Home Depot’s culture and their community initiatives, visit their Built From Scratch page.

Is your organization looking to build a culture that scales just like Home Depot's? At CultureWise, we specialize in helping companies of all sizes create high-performing cultures that endure. Contact us today to learn how we can help you design and implement a culture that drives success, no matter how big or small your organization is.