Lowe's 2009 Annual Report Download - page 14

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12
Over the past three-and-a-half
years, during what has been a
very tough sales environment,
how have you managed to keep
employees engaged and motivated?
STONE: First, I want to thank
our more than 238,000 employees.
Without their dedication and team-
work, we would not have been able to
deliver respectable results in another
tough year. I’m proud of our teams’
commitment to deliver great customer
service which is refl ected in the three case
studies presented earlier in this report.
My message to our employees is to stay
focused on what we can control and
provide the excellent service consumers
have come to expect from Lowe’s.
To keep our store employees engaged
and motivated, they receive ongoing
training to enhance their customer
service skills, selling skills and product
knowledge. Additionally, our Customer
Focused program measures how well
we are taking care of customers and
gives each store the opportunity to
qualify for cash incentives by delivering
great customer service. is is not a
new program for us. In fact, we’ve been
measuring customer service scores and
rewarding those who provide the best
service for more than a decade.
Additionally, Lowe’s is an inclusive
work environment and we off er com-
petitive compensation packages and
great career opportunities that help us
attract and retain engaged employees.
How has your approach to operating
your business changed during this
tough sales environment?
STONE: e slow sales environment
has forced us to thoroughly examine
whether we’re being as effi cient as
possible. We’re asking ‘why’ a lot more
and taking a critical look at our stores
to ensure we’re getting the most from
them. at said, there are some things
that are core to Lowe’s from which we
will not waver. We remain committed to
providing a great shopping environment,
innovative products at everyday low
prices and excellent customer service.
ere’s No Store Like LOWE’S
Q & A with Larry Stone, Mike Brown, Nick Canter and Mike Mabry