While 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?