Lowe's 2003 Annual Report Download - page 11

“When it comes to their homes, whether they need something as
small as a screw for the hinge or the entire front door, our customers do
not compromise. They don’t see it as making choices for their homes;
they see it as making choices for their families. Every decision is
passionate, driven by their own personal style and sense of comfort.”
LISMAN DOLPHY
|
Store Manager, Alton, IL
Investing in the ideal shopping experience. At Lowe’s, we know
Porcelain Red is not the same as Richly Red and there’s more than a shade difference between
almost the right color and just the right color. From our thousands of colors of paint to over
250 appliances in-stock, customers can find just what they’re looking for at Lowe’s. And with
several showrooms under one roof, it’s easy for our customers to do more than buy products.
They can find complete solutions for their home improvement projects.
From the commercial business customer supported by a dedicated service desk and
employees trained to handle their more complex needs, to the novice do-it-yourselfer beginning her first home improvement
project, our goal is to make sure the shopping experience is satisfying for every customer. Wide, bright aisles, well-stocked shelves,
simple directional signage, and organized store layouts ensure our customers find a shopping experience unmatched in the
industry. With a team of certified specialists available to assist customers with home improvement questions, help from courteous,
knowledgeable employees is always close by.
In 2003, Lowe’s enhanced its installation services model and improved the experience for those customers with little time
or inclination to complete major projects. Customers are guided through the installation process with clearly defined time frames
and expectations. As Lowe’s certified installers work to complete the installation, customers receive follow-up phone calls,
and after the installation is completed, an on-site job inspection is conducted to ensure the 100 percent satisfaction that customers
have come to expect from Lowe’s. Our customers take comfort in knowing that a company with 58 years of experience in home
improvement stands behind the job.
Customers looking for ways to express their unique tastes through products beyond what we carry on our shelves will be excited
by the enhancements to our special order sales (SOS) program. Through technological improvements customers can view available
special order products and their features with relative ease. Additionally, the ordering process was upgraded to allow electronic
order placement, giving employees and customers the opportunity to monitor an order from the time it is placed until the order is
completed and received. The new solution substantially reduced the error rate in millwork special orders and significantly increased
average ticket sales in that category. Building on our success with millwork, we rolled out SOS Express in late 2003 for our fashion
plumbing category, tying automated SOS systems with enhanced distribution capabilities. Additional opportunities to utilize this
technology lie in the months and years ahead as we bring process improvements to additional product categories.
As these enhancements to our installed sales model and special order program improve the experience for our customers, we’re
confident we will capture a more significant portion of the installation and special order markets, adding value for our shareholders.
2003 ANNUAL REPORT 09