Lowe's 1998 Annual Report Download - page 6

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Low e’s Know s
The Pros
Retail customers and Commercial Business Customers
alike have given Lowe’s positive feedback for our “ Lowe’s
Pros” program, through which we aggressively hire
experienced professionals to offer their skills and know-how.
Commercial Business Customers especially value the
opportunity to talk directly with someone who knows their
industry, who understands their needs and who can provide
products for them quickly. Retail customers say it’s added
peace of mind and that they appreciate having a skilled
professional at Lowe’s who can explain their projects in
detail.
The Lowe’s Pros program was introduced in the third
quarter of 1998 in the plumbing, electrical, paint and
hardware departments. Because of their experience and
years of know-how, Lowe’s Pros can offer “ big-picture”
advice, recommending solutions that suit each individual
project. They also provide unique insight into specific
products and tools needed for each job.
Another benefit to both the customer and the Company
is the mentoring that a Lowe’s Pro adds to the department.
An experienced electrician can share a wealth of knowledge
with other sales associates that a training video alone cannot
accomplish.
In product areas that complement Lowe’s Pros specialties
— such as Lawn and Garden and Outdoor Power Equipment
— Lowe’s offers employee training and certification
programs through Lowe’s University. Certification ensures
that our employees are equipped with the knowledge they
need to help each individual customer. It also gives Lowe’s
customers extra purchasing confidence, knowing that they’re
buying their home improvement products from experts they
can trust.
“ I’ve been a plumber
for 16 years. Customers
alw ays ask me, ‘What do
you recommend?’ With my
experience, I can explain
what works best.”
— Mike Walker, Plumbing Pro, Low e’s #658,
Sussex County, Delaw are
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