Lowe's 1998 Annual Report Download - page 7

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At Lowe’s, our goal is to make each customer’s home
improvement project a pleasant and successful experience.
For most people, that means we must keep the project cost-
effective, as well as make it easy. We recognize that
customers simply don’t have the time to research all the
details that go into a project.
Understanding the needs of our customers has resulted
in a number of enhanced initiatives that are designed to
deliver the results our customers want – quickly. Lowe’s
state-of-the-art distribution system guarantees that products
are in stock in the quantities necessary to meet customer
needs. Our improved Special Order Sales system is faster
than ever. It allows customers to choose from hundreds of
thousands of items, and have those items delivered within
days.
Another growing trend among customers is a desire to
have their purchases installed. Many are time-pressed or
simply don’t have the inclination to tackle a big project. In
1998, we responded by rolling out a comprehensive
Installed Sales program to address their needs. We have a
network of reliable, experienced professionals in each
market to install Lowe’s products for our customers —
carpet, cabinets, plumbing fixtures and more — making
their projects that much easier.
For our many “ do-it-yourself-ers,” Lowe’s offers
frequent “ How-to” clinics to help them broaden and enhance
Low e’s Know s
Customer Service
their home improvement skills. Customers are invited to
learn, for instance, how to install their own ceramic tile…
laminate flooring… or lighting fixtures.
Best of all, Lowe’s provides home improvement tools
that are priceless: advice, suggestions and solutions. We
work with our customers to bring their project ideas to life.
By combining all of these efforts with our fast, friendly
checkouts and our convenient hours and locations, Lowe’s
shows customers that we’re always here to help.
“ People have an idea of what
they want in a kitchen but
don’t know all the options...
that’s where I come in.”
— Don Craig, Project Fashions Specialist, Cabinets,
Lowe’s #167, Peoria, Illinois
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