How to lose a customer in 45 minutes

[Warren Kiefer]

If Lowes would ask me why their sales are lagging so far behind Home Depot, I have the answer. My wife and I went first to Lowes to look at buying a new washer and dryer. There were four male clerks in the Appliance area milling about and mostly talking to each other. After browsing for 45 minutes we settled on a Samsung washer and dryer. At this point we had some questions regarding the Samsung appliances. But lo and behold not a clerk in site !!!! I thought enough is enough, 45 minutes in Lowes and not a word, nor eye contact from any appliance clerk. Here we go, disgruntled and upset, out the door and on our way Home Depot. We walk into the appliance department, greeted immediately and the gentleman was willing to answer our questions about the same model of Samsing units. 20 minutes later, our new Samsung washer and dryer from Home Depot is paid for and will be delivered Thursday.

[rubicon]

That was indeed a lost opportunity for Lowe's. However, I have come to only shop Lowe's because of the excellent customer service and products they provide. I stopped going to Home Deport long ago.

I am going to make a stop at Lowe's this week and will mention this lost sale ...generally of course no names

[sunnyatlast]

Always amazed at salespeople not interested in selling something and bringing in some revenues that might be needed to fund their paycheck.

I do like Lowes.

[Medtrans]

I have had that experience at both stores, so on any given day.

[Sail41]

I have found the same problem at both stores. However, I've just bought all new kitchen appliances at Lowes. Great deal and on top of that Lowes gives veterans a 10% discount on every sale. HD doesn't do that except on vererans day and the 4th of July. Adds up on appliances and $1 and $2 dollar items. As a retired contractor, I dealt with both stores a lot and probably did 80% of my business with Lowes. (for business I wouldn't use my vet discount) didn't think it was fair. On the other hand, I had a bad sales experience years ago in Lowes kitchen dept and I bought somewhere between 30 and 40 kitchens from HD because of it let alone untold baths as well. Sales people can make it or break it. For real convience you can beat Ace Hardware.

[Chi-Town]

Have had good luck with the Sears Hometown store on 441 in Summerfield. Good service and priced right during some of their sales. Kenmore Elite is the way to go.

[tedquick]

My wife and I just bought all new Samsung kitchen appliances at Lowes. We had excellent service all the way around. Now, I do have to say that had I not looked to see how busy the salespeople were I might have been unhappy with the lack of immediate greetings. But having been in sales for 41 years myself I know what they can occasionally run into. Having noted that they were all quite (and legitimately busy), we waited "in line" and were then taken care of very professionally. Oh, and for political reasons, I only go to HD when I am forced to.

[Dr Winston O Boogie jr]

If Lowes would ask me why their sales are lagging so far behind Home Depot, I have the answer. My wife and I went first to Lowes to look at buying a new washer and dryer. There were four male clerks in the Appliance area milling about and mostly talking to each other. After browsing for 45 minutes we settled on a Samsung washer and dryer. At this point we had some questions regarding the Samsung appliances. But lo and behold not a clerk in site !!!! I thought enough is enough, 45 minutes in Lowes and not a word, nor eye contact from any appliance clerk. Here we go, disgruntled and upset, out the door and on our way Home Depot. We walk into the appliance department, greeted immediately and the gentleman was willing to answer our questions about the same model of Samsing units. 20 minutes later, our new Samsung washer and dryer from Home Depot is paid for and will be delivered Thursday.

Lowes is a company that has adopted the Wal-Mart business model. I worked for another company that adopted that model. Basically no one is allowed to stand around and do nothing. Every person that you see, even the cashiers, has multiple job including stocking shelves and loss prevention measures. I was given so much additional work that I did not have time to properly service customers. When customers would write letters of complaint the people on the floor, those at the lowest rung on the ladder would get all the blame. I was in a management position so I didn't catch it all that much. They would never have enough people on the floor to take care of everything they wanted done and service customers. It was basically impossible to do both. When it was slow int he store, I along with other managers would be told to call staff members and tell them to not come in for their shift. The district managers get huge monthly bonuses depending on sales vs expenses. They can't control sales very much and the on expense that they do have control over is payroll which they try to keep as low as possible.

The problem is that even though people are upset, they put up with it and continue to shop at these places because of pricing. They don;t care about losing a few customers because in the big picture, they think they do better.

[annaconner]

email CEO. My husband did this with amazing results. See post under Lowes

[TNLAKEPANDA]

I shop both and have had a lot of bad experiences at Lowes. From now on I go to HD first and unless they don't have what I am looking for or there is a Big price difference (rare) I buy at HD.

My last bad experience was at Lowes just today. I am still mad as hell. Rented a carpet cleaning machine this morning. Before returning I cleaned out all the tanks and wiped down the machine. It is about 15 miles each way to Lowes. I brought the machine in and the woman at the customer service desk (that's a joke) did not look to see if the tanks were clean she immediately flipped the machine over and stated the roller bush looked dirty and stated I will have to charge you $10 for cleaning. When I looked there was a little hair which I pulled off. Mind you the directions only stated to be sure to clean the tanks. Apparently she was insistent on charging me a $10 fee. I said no way was I paying them $10 and she better get a manager. By now my BP was at about 180. The manager did not want to mess with me and agreed the machine was clean. She still refused to sign off on the paperwork and made the manager do it. No more Lowes for me!

[Didiwinbob]

Home Depot is our "go to" business. Great staff in the appliance department and there is always a staff member ready to assist in any section of the store.

[Topspinmo]

Maybe it was shift change and the two going off was giving turnover to the two coming on? maybe they discussed not to be too aggressive and let the customers come to them? Or maybe they had BIG meeting to attend? or maybe it was break time.

[Warren Kiefer]

Lowes is a company that has adopted the Wal-Mart business model. I worked for another company that adopted that model. Basically no one is allowed to stand around and do nothing. Every person that you see, even the cashiers, has multiple job including stocking shelves and loss prevention measures. I was given so much additional work that I did not have time to properly service customers. When customers would write letters of complaint the people on the floor, those at the lowest rung on the ladder would get all the blame. I was in a management position so I didn't catch it all that much. They would never have enough people on the floor to take care of everything they wanted done and service customers. It was basically impossible to do both. When it was slow int he store, I along with other managers would be told to call staff members and tell them to not come in for their shift. The district managers get huge monthly bonuses depending on sales vs expenses. They can't control sales very much and the on expense that they do have control over is payroll which they try to keep as low as possible.

The problem is that even though people are upset, they put up with it and continue to shop at these places because of pricing. They don;t care about losing a few customers because in the big picture, they think they do better.

GOOD POST !!! A few years ago both Home Depot and Lowes stock prices were going down hill very rapidly. Home Depot recognized the problem of financial losses were attributed to poor customer service. Yes, like the Summerfield WalMart. Home Depot added a lot of employees and stressed customer service above all else. Home Depot Stock is now one of the hottest stocks on the market and has shot up like a rocket.. Lowes still has the reputation of too few employees on the floor and poor customer service and flat stock prices.

[Warren Kiefer]

My wife and I just bought all new Samsung kitchen appliances at Lowes. We had excellent service all the way around. Now, I do have to say that had I not looked to see how busy the salespeople were I might have been unhappy with the lack of immediate greetings. But having been in sales for 41 years myself I know what they can occasionally run into. Having noted that they were all quite (and legitimately busy), we waited "in line" and were then taken care of very professionally. Oh, and for political reasons, I only go to HD when I am forced to.

I don't recall seeing the four sales clerks helping any customer. Both my wife and I comented that they seemed more involved with each other than anything customer. And just like magic, suddenly, they all disappeared without us being able to speak a single word to any of them.

[Warren Kiefer]

Maybe it was shift change and the two going off was giving turnover to the two coming on? maybe they discussed not to be too aggressive and let the customers come to them? Or maybe they had BIG meeting to attend? or maybe it was break time.

Nothing should become more than their customers !!! Their customers are the key to everything.

[NYGUY]

I much prefer HD. About a year ago when we were about to be moving into our new house, we spent a lot of time in HD looking at things we were going to need, including appliances. Apparently I spent too much time there, because, after a while, when I was in the store, and the appliance sales people saw me, they would greet me by name even if they happened to be in another part of the store. We eventually bought Samsung appliances. I have always found HD's sales people more helpful and engaging.

We were recently in Lowes looking at flooring but their were no sales people to help us. And when I went to the light bulb aisle I found it narrow and poorly lit!! Go figure!!

I think we will stick with HD!!

[casita37]

LOVE Home Depot, expecially the customer service. I did return a gas grill and felt like I was getting the 3rd degree, until the second person looked at it to make sure it had not be used..problem with the first person??? Anyway, the folks on the very early shift, in the lumber and hardware depts. are great!

[lynxville]

One thing I like about Lowe's, push the button and help does arrive. I have had both good and bad experiences at both. The worst is Walmart, try and find help there.

[sharoni]

We have a neighbor who had worked at Lowes and was let go. Reason, too much customer service! Yes, they told him he went up to too many people and asked if he could help them...In my mind they could use more people like him. We normally shop at Lowes also for the military discount, but you can wait forever to have someone help you. We were recently there looking at small lawn mowers. There was a guy sitting at a computer a few feet away and never asked it we needed any assistance. We finally had to ask him, and he never got up to help. Just a quick answer and back to his computer. We do accept less when we shop there...

[2BNTV]

I shop at Lowe's and HD depending on what they have and what I need.
The big box stores seem to have less than stellar customer service skills. The one's that do have good customer service, seem to have happier customers. I found that some stores have disinterested employees, and when ask where you can find something, they usually answer in a short sentence. Very rarely, does an employee stop what they are doing, and actually show you where the item is.

I don't let it bother me, as as I will leave the store and go to one, that will give me the appropriate level of service. Life is too short to be too little!

[MSGirl]

I had an awful experience with HD. I ordered hardwood floors. At the time I wanted 2" Brazilian cherry. The salesman ordered me 3" cherry. I paid for the 3", but kept questioning why it was more expensive. I was unaware that he ordered the 3" until it was delivered. I accepted it because it looked good. However, they ordered the wrong threshold pieces not once, but 6 TIMES! They could never get it right. How hard is it to order the correct siz? At least the 2nd time. After all this, I was happy with the floor I did not want and will NEVER buy a large ticket item from HD again.

[Warren Kiefer]

Maybe it was shift change and the two going off was giving turnover to the two coming on? maybe they discussed not to be too aggressive and let the customers come to them? Or maybe they had BIG meeting to attend? or maybe it was break time.

I can tell you this " If I knew my appliance employees has lost a $1700 sale because of their failure to assist a customer, I would fire every one of them on duty at that time. """Shift change, big meeting, not to be agressive, or whatever. Remember we were in the store nearly an hour.

[Bill Tasker]

I shop at both and have had good and bad experiences at both. I think it just depends on the luck of the day. But honestly, consistent good service is hard to find anywhere. I'm not sure it even exists.

[The Mountaineer]

email CEO. My husband did this with amazing results. See post under Lowes

I am famous in my family for tilting at windmills. I am polite, but firm. If the clerk doesn't treat me well or know what I want to know, I ask for a supervisor. If he/she doesn't do the job, I write to the CEO.

And if I'm wronged, I find that the CEO cares more about the company and the profits than the clerk. So far I've saved myself $25,000 by tilting at windmills, including winning a healthcare lawsuit against my former employer. But only when I'm clearly in the right, and I am always civil but firm about it.

My grandchildren tell their parents, when their parents are having a problem with a business, "You should call Ta-Ta." I take it as the highest compliment of my life.

[Serenoa]

At one time I was a very loyal HD customer. When Lowes initially came on the scene here I didn't like them at all, mainly because it didn't seem like they had the variety & depth in their inventory that HD had. However, a change in HD mgmt. at the top led to major cost cutting in their stores which mainly meant fewer employees in their stores. The HD stores became poorly stocked, unorganized & dirty with employees that didn't know squat about anything.....plus I hated their change over to self-service checkout. I began shopping at Lowes & could always find what I wanted in a clean, neat store with knowledgeable employees who seemed to really care about the customer. Have been a loyal Lowes customer ever since & as long as Lowes continues to please me I have no reason or intent to ever return to HD.

[Topspinmo]

I. Remember we were in the store nearly an hour.

Did they ask for assistance at the appliance department and then waited for hour?

[graciegirl]

I shop at both and have had good and bad experiences at both. I think it just depends on the luck of the day. But honestly, consistent good service is hard to find anywhere. I'm not sure it even exists.


And even that is hard to define. I like to browse and to read the stickers and to stand and consider and not be pounced on or have help until I am ready.

If I see a sales person and need help, I walk up to them and say, "Can you answer a couple of questions?" or can you send someone to the appliance area?

I wouldn't stop going to either store because of an experience like this.

[TNLAKEPANDA]

Some people like Coke and some like Pepsi

[Warren Kiefer]

[QUOTE=graciegirl;956846]And even that is hard to define. I like to browse and to read the stickers and to stand and consider and not be pounced on or have help until I am ready.

If I see a sales person and need help, I walk up to them and say, "Can you answer a couple of questions?" or can you send someone to the appliance area?

I wouldn't stop going to either store because of an experience like this.[/QUO

Did you not read the part in my orginal post where I stated there was no acknowledgement of us what so ever. Wouldn't a nod, or wave or at the very least eye contact be the proper thing a sales person should when seeing shoppers look at specific items. Remember we were only looking at washer/dryer and "ALL" the clerks left the area without making any contact with usin any way. So what kind of experience would stop you from patronizing a business ???

[rubicon]

Home Depot will never get another nickel from me as a protest for their affliations

[Serenoa]

Home Depot will never get another nickel from me as a protest for their affliations

Wow! Had no idea what was being referred to, until I just did a little googling. Any company that has the 'nads to tell the whacko AFA to take a hike just might get some of my business, after all. Thanks!