Lowes Knows Customer ServiceWhile surfing YouTube, I found this video about customer service at Lowes. It shows how Lowes sees customer service” as an asset and a high priority. In this video, a Lowes customer tells how their new refrigerator (bought from and installed by Lowes) leaked all over their kitchen floor, ruining it. Rather than argue with the customer or try to minimize their exposure, Lowes simply replaced the floor.
As a result, they have a customer for life in the lady. She bought more flooring from them (to match the new stuff in her kitchen) and Lowes has a fan-made video telling everyone how great they are.
You could look at this as a lightning strike. Maybe this lady got lucky. The people at her store were in a good mood that day. On the other hand, a good friend of mine had a similar experience last week. So, maybe Lowes is making customer experience a top priority. You tell me. What has your experience been with Lowes?
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That was so good. If everyone gets a video made by satisfied customers it will surely be worth more than any advertising can buy.
Hi Ana – I agree completely. Unsolicited positive feedback like this video is gold for companies. Now more than ever businesses should focus on serving their customers so well they feel compelled to do things like this.
Thanks for your comment!
Kevin
This site was high in Googles “Lowe’s Customer Service” search query.
I’m currently dealing with Lowe’s concerning a Natural Gas Water Heater under warranty. The pilot light had stopped re-lighting. The customer service rep had made sure we knew the protocol for lighting the pilot (which we were well aware of due to problems with our previous one). We were then emailed a one page set of directions to confirm the correct calibration of the thermo-couple. Because it lacked a diagram and directions for properly accessing the thermo-couple, it looked to me like an invitation to void our warranty (directions included use of a voltmeter, etc).
They decided they would send out a technician. The call was made on a Friday and they told us it would be fixed Saturday. Most of Saturday passes and we make the call. They tell us “Oh, the technician will be by Monday”. They would not give us information regarding the service rep that said a technician would fix it Saturday.
So, we have a few extra days without hot water that we were not expecting.
Companies these days get away too easily with poor jobs the FIRST time around. The best experience is when I don’t have to talk to a “rep” or manager to fix what shouldn’t have happened. There certainly are customers who get away with things, but if the standard is to provide good products and stand behind them with honest service, people shouldn’t be returning to complain.
In this day and age, you vote with your money. Lowe’s has lost a customer for life with me.
Hi Brad – sorry to hear about your troubles with Lowes. Your story is a perfect example of how an employee or two who don’t really care about customers can cost the company a lot of revenue. Think of what you would have spent with them over your lifetime. Thanks for sharing!