Lowe's 2002 Annual Report Download - page 12

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We know that in order to grow our business, we must exceed our customers’ expectations and provide the reassurance and
knowledge that inspires trust. Customer service goes beyond showing a customer to a product on the shelf. Exceptional customer
service includes help with coordinating the colors for a kitchen remodel, offering the opportunity for self-expression with special
order products, arranging the installation of more complex home improvements, and highlighting features and benefits of products
throughout the store.
Special order programs allow Lowe’s to exceed our customers’ expectations through an extensive offering of products beyond
those available in our stores. With hundreds of thousands of products available by special order, the company increased sales of
special order products by 38 percent in 2002. As customers look for ways to differentiate their homes, our special order offering is
an integral part of enhancing the in-store experience.
When customers don’t have the time or inclination to do a project, they rely on someone they trust to do the job. With 57
years of home improvement experience, homeowners call upon Lowe’s with confidence to install everything from window
treatments to water heaters, kitchen countertops to hardwood floors.
A dedicated service desk and trained employees who know the business give commercial customers the special attention they
have come to expect from Lowe’s.
10 / 11 LOWE’S CO MPANIES, INC. ANNUAL REPORT 2002
EXCEED
When tackling projects around the
home, most homeowners want the
reassurance of a knowledgeable
salesperson. Lowe’s employees
know the products, are able to
explain how to use them, and go the
extra mile to help homeowners
successfully complete their projects.