See a lot of unsatisfied customers. I fact, haven’t seen a lot of satisfied ones for a while. How far are we from a point when the loyal customers that are the backbone of our sales totally give up on Lowe’s? Of course, this question stands assuming that process hasn’t started already.
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Customers have steadily been leaving since Installed Sales closed, and the dreaded CPO was brought in. Then, to make matters even worse, they eliminated Lowes deliveries and replaced it with the awful, XPO! Those 2 entities alone have caused many once loyal customers, to never return. The stories I could tell about the lack of service and issues would literally scare Stephen King.
And Lowes management and Corporate know this, and MAKE EXCUSES FOR THEM BOTH!
Pro Services cannot even get deliveries to their customers! They have no one pulling orders, and XPO makes excuses for not doing the deliveries. Every day customers storm to the Pro desk angry because they waited all day and they never got their delivery. Then, poor managers cop attitudes with these already irate people sending them over the edge.
Thats step 3 in this chain - poor employees in management and elsewhere. Too many ASM's, managers, and even Human Resources and corporate positions are held by people with NO BUSINESS in those roles. They are truly terrible by hiring friends instead of qualified people, and manipulating everything to surround themselves with other poor associates.
Good employees with skills, competence, and question conceptually are targeted, then attacked. Just for being a dedicated Lowe's employee who doesnt join the "click", or blindly go along w/ the dictates of wrong management.
Corporate hides the amount of complaints, 1 rating surveys, ethics point claims, and grievances filed but rest assured, they are legion! And they KNOW it.
Keep telling customers and employees to fill out surveys telling the truth - that service is terrible, and they wont be returning.
I am looking to leave myself, just like the 2 dozen in my store who have all left over the past 8 months and who have all been replaced by WORSE employees in every regard - rude, unqualified, and inexperienced, and lazy! Marvin cries that we need to "create a new culture of customer service" yet he is cutting staff, hours, and offers no support at all. And he knows it.
I will do as little as possible, and take my check. When managers give me the 60 tasks per minute to do, I will say yes, no problem. Then take my sweet a-- time milking one of them all damn day. Then use excuses like corporare gives me when I alert them of issues.
Marvin is ruining Lowes. Everyone sees it, even Marvin. Hes just too self righteous to change his course or not intelligent enough to make the changes. Buckle up. You are in for a long ride if you think Lowes is going to bet better. Its going to get so bad, that as bad as it is today, it will look like roses in 6 months.
If words of command are not clear and distinct, if orders are not thoroughly understood, the general is to blame. But if his orders are clear, and the soldiers nevertheless disobey, then it is the fault of their officers.
Sun Tzu
The Art of War
The Lowe Down is one of the most comical, unprofessional forms of communication for a Fortune 50 company. Joe and Bill are Barnum and Bailey Circus extraordinaire! " 5 of those, I think every store can sell 200 by next broadcast!" Standing joke, " hey guys make sure our pro's need one and let them know their getting at least one!" I am shocked we have not heard anymore about the 50 plus leads a week every store should have. SMH
I’m not cheering for bad things to happen to Lowe’s but if they truly want better customer interactions and sales then they need to hire and keep good people. We were once one of the most popular employers because we paid our associate well and treated them fairly. Now our focus seems to be on getting our stock price up. The people at the top need to pay better. They’d be able to get people interested in working for them again. Of course, we could just keep on doing what we’ve been doing for the last few years and pay people nothing and knuckle them under when they don’t perform above expectations. I wonder if the id--ts on the Lowe Down realize that the reason that their stupid map has so much red on it is because of this. I enjoy the befuddled look on their faces every week when they pop it up for ten seconds to show just how poorly their plans are working.
Get a clue nimrods. You can’t hire and keep good associates for nothing!