Talk of The Villages Florida - Rentals, Entertainment & More
Talk of The Villages Florida - Rentals, Entertainment & More
#1
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How to lose a customer in 45 minutes
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.
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#2
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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 |
#3
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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. |
#4
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I have had that experience at both stores, so on any given day.
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#5
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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.
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#6
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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.
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#7
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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.
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#8
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Quote:
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.
__________________
The Beatlemaniacs of The Villages meet every Friday 10:00am at the O'Dell Recreation Center. "I never considered a difference of opinion in politics, in religion, in philosophy, as cause for withdrawing from a friend." - Thomas Jefferson to William Hamilton, April 22, 1800. |
#9
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email CEO. My husband did this with amazing results. See post under Lowes
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#10
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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! |
#11
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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.
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Chris |
#12
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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.
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#13
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#14
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#15
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Nothing should become more than their customers !!! Their customers are the key to everything.
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Closed Thread |
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