Lowe's 2009 Annual Report Download - page 9

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Case Study
No. 1
HOME MAINTENANCE PROJECTS
7
Home improvement will always have an element of
enhancement, but Lowe’s is also there to help when
a customer just needs a replacement for something that
has broken. at’s just what Debra L. of Sahuarita, Ariz.,
needed from Lowe’s. Debra, a busy stay-at-home mom
who does a lot of laundry, at least eight to 10 loads a
week, unexpectedly entered the appliance market when
her clothes washer broke one Saturday morning. She
needed a replacement as soon as possible because she
was expecting company. She had shopped some major
appliance retailers in the area before she called Lowe’s
in Southwest Tucson. e great customer service Debra
received throughout her shopping experience – from the
initial telephone call to the home delivery – sealed the
deal for her.
In a letter to our Store Manager Pablo, Debra said,
“I had such amazing service at your Lowe’s, I had to let
you know. First of all, I will admit that I used to ONLY
shop your competition, but after my experience at your
store I don’t think I will ever return to your competition.”
Our stores feature bright, clean, wide aisles and easy-
to-shop merchandise sets. Our knowledgeable sales
specialists are in our aisles ready to serve customers. is
was Debra’s experience with Sam the appliance sales
specialist: “Sam was just as friendly and knowledgeable
as he was on the phone,” Debra said. Sam helped Debra
decide the Samsung® front-load washer would best
meet her laundry needs. Additionally, she used one
of our convenient credit off ers to complete her purchase.
Because of the great service and product assortment,
Debra purchased not only the washer, but also the
pedestal and four-year protection plan. “I was even
able to get my washer delivered the next day.” is is
just one of many examples of how Lowe’s is providing
customer-valued solutions with the best prices, products
and services.
e “To-Do” List:
Alive & Well
Even in tough times, homeowners continue to spend on
maintenance and small projects.