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?