Lowe's 2007 Annual Report Download - page 9

ehind our doors are clean, well-lit, easy-to-shop and
organized stores with wide aisles, informative signage
and great displays that inspire customers. Our more than
215,000 customer-focused employees welcome approximately
14 million customers per week who shop our stores for their home
improvement needs. Lowe’s national advertising campaign
continues to communicate our value and convenience. Additionally,
our targeted local communications and affinity programs enable
Lowe’s to connect with customers, informing them of products and
services that are of the most interest to them. At Lowe’s, our inclusive
work environment, competitive compensation packages and great
career opportunities help attract and retain talented employees.
Our culture, vision and values have been the foundation of our
excellent customer service for more than 60 years.
CUSTOMER SERVICE Our engaged and knowledgeable
employees who consistently strive to provide excellent customer
service are a competitive advantage. Our unmatched customer
experience is at the center of everything we do and enables Lowe’s
to gain market share. From the moment a customer comes through
our doors, we strive to meet their needs throughout the shopping
experience. Ongoing employee training ensures we are ready to
help with design ideas, product selection and how-to tips to ensure
successful completion of their projects.
MERCHANDISING At Lowe’s, customers find everything they
need to complete their home improvement projects, including
quality name-brand products they know and trust at everyday
low prices. Our lineup of compelling products in each of our
19 product categories offers solutions ranging from simple projects,
like brightening a room with a fresh coat of Valspar®paint, to the
more complex kitchen remodeling project, including LG Viatera®
countertops and KraftMaid®cabinetry. Customers are shopping
for products that have great value, regardless of the price point.
Lowe’s provides “Innovation at a value” with our more than 40,000
in-stock products, including Bruce Lock & Fold®hardwood flooring,
Shop-Vac®home floor care products and Jacuzzi®bath fixtures, to
name just a few. The addition of Electrolux appliances in 2008 to
our already strong lineup is just one example of our commitment
to offer customers innovative and stylish products across all
categories. In addition to national brands, we continue to enhance
our product offering and add value with Lowe’s proprietary brands
such as Kobalt®hand tools, Allen + Roth™window treatments and
Reliabilt®doors.
SPECIALTY SALES Installed, Special Order, Commercial
Business Customer sales and e-Commerce represent a significant
portion of our existing business as well as future growth opportuni-
ties. Many customers look to Lowe’s to help with their increasingly
complex home improvement projects. Lowe’s installation services
addresses the needs of the do-it-for-me customer by offering
professional and reliable installation services in more than 40
categories, including flooring, cabinetry, lighting and millwork.
Our Special Order Sales program meets customer demand for
unique home improvement solutions. Customers can browse our
product catalogs of hundreds of thousands of products to find just
the right color or style to meet their distinctive tastes.
Lowe’s carries professional-grade products in job-lot quantities
ensuring we continue to meet the needs of commercial customers.
Our dedicated commercial sales desks are staffed with sales
specialists to provide knowledgeable advice to help these customers
complete their projects.
We continue to enhance our selling and navigation tools on
Lowes.com, providing the freedom for nearly four million visitors
each week to shop conveniently whenever and from wherever
they like.
LOWE’S 2007 ANNUAL REPORT |7
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