Lowe's 2009 Annual Report Download - page 11

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At Lowe’s, we strive to make remodeling projects easier.
We know customers want a knowledgeable home improve-
ment partner they can trust throughout the process. is
was certainly the case with DiAnn F. of Virginia Beach, Va.
DiAnn and her husband, Lew, had ignored their 40-year-
old unattractive and functionally obsolete kitchen. But they
knew the kitchen issue had to be addressed. Like many
people, they asked friends who had successfully completed
a kitchen remodeling project for referrals. is led DiAnn to
Lowe’s of East Virginia Beach. Cabinet specialist Christopher
came highly recommended because of his keen listening
skills. “It was important that the designer we worked with
hear what we needed because we are both beyond 65 years
of age and I have physical limitations,” stated DiAnn in
a letter to Lowe’s President and Chief Operating Offi cer.
To help create the dream kitchen, Lowe’s off ers a wide
selection of cabinets and countertops including oak, cherry
and maple cabinets, and granite, laminate and quartz
countertops. With the help of our knowledgeable and
experienced sales specialists, homeowners can design their
ideal kitchen and fi nd everything they need at our stores to
successfully complete their project. DiAnn knows this
fi rsthand. In her letter she said, “We have enjoyed Christopher’s
vision for some months, and this kitchen has greatly exceeded
our expectations because his design is so functional and we
were able to add features that are also fun: a bookcase and
a window bench.”
In addition to off ering a deep product selection, Lowe’s
provides professional and expertly managed installation
services for more than 40 categories, including fl ooring,
millwork, cabinets and countertops. Many installations,
like DiAnn and Lew’s kitchen, require complex project
coordination that includes delivery, contractor scheduling and
customer communication. Our mission is to provide quality
installation and customer satisfaction. at was certainly
DiAnn’s experience when Lowe’s installed her KraftMaid®
cabinets. “ ese gentlemen were a pleasure to have in our
home because they focused on meeting, then exceeding our
expectation. e end result has meant a beautiful kitchen
that is fun to be in and hard to be away from,” DiAnn said.
Case Study
No. 2
REMODELING PROJECTS
9
A Project
Worth  e Wait
Project postponed...becomes project completed.