Lowe's 2000 Annual Report Download - page 13

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We know what customers
are looking for.
Early on, Lowe’s identified the migration from DIYers to BIYers —customers who have the money,
but not always the time, to invest in home improvement projects. This trend prompted Lowe’s to
anticipate the needs of this emerging group of consumers by offering installation services, creating
helpful Web tools, and hiring professionals with the knowledge, skills and practical experience to help
customers simplify their home improvement projects. The shift to BIY has also fueled our
Commercial Business Customer initiative.
Customers of every interest and skill level shop at Lowe’s because they know we have the expertise
to answer questions ranging from basic to complex. Our knowledgeable sales associates know how to
explain projects and solutions so first-time DIYers
feel confident. And our Lowe’s Pros know their
specialties inside and out, so there’s always an expert
on hand to recommend products that give our cus-
tomers the best value and performance for the job.
Installed Sales
With hectic schedules and a desire to
spend more time enjoying other activities,
many Do-It-Yourselfers have evolved into
Buy-It-Yourselfers. Lowe’s has expanded its
offering of installation services to over
twenty product categories to meet the
needs of this growing customer segment.