Is it now "showroom" lowes now?

Is it now "showroom" lowes now?

Posted in the Lowes Companies Forum

nedm

United States

#1 Jun 17, 2012
http://www.cnn.com/2012/06/17/opinion/greene-...

Naturally it isn't for all items but I'd imagine the larger ones this could be happening with.
NewBee

Van Alstyne, TX

#2 Jun 17, 2012
Sure it is happening,and will continue to, as long as we continue to offer the same service "Take a look and we will order it for you" a bird in hand or eggs in the basket (at a fair price) beats "No,But I can have it in 5-7 WORKING DAYS! anytime.

And if they order online their not harrassed with Credit cards and extended protection plans and mylowes and excuses as to why we do not have it now.

It is a trend that will eventually turn around, when the truth is seen again "The customer is NOT always right" but should always be treated fairly and with respect.
However customer service with inhouse repair persons and on hand stock will be back, business will fail without it customers will reliaze it and it will come from the company that is fianly feed up with the consumer BS and starts the new way of doing business and it is going to be painful for the customers and retailers during the transition be it is coming sooner than later.

We must be brave and grow a pair to get it turned around.
Bird

United States

#3 Jun 21, 2012
Notice all of the comments mentioning bad service and unknowledgable sales staff as being a reason to shop online or elsewhere. Notice all of the comments mentioning teenagers who have no idea what they are talking about. Notice the comments about forcing well payed and knowledgable salesmen out the door in favor of hiring "bodies" for minimum wage.... Compare that to what Lowe's is doing now, and it is easy to see why business is down. All of this brings up one question for me.......... Are the executives trying to make us fail for some unkonwn, beneficial to their bank account reason? They really couldn't be that out of touch with what customers expect and want could they?
NewBee

Van Alstyne, TX

#4 Jun 22, 2012
Yes they could be that out of touch! Why else would they think that one person could run 3 gepartment at 1 time and provide service to each customer get add on sales and promote mylowes all 4 credit plans and epp, do IRP, down stock and replace bad price labels. Or how do they think that the best why for someone to learn about a new departments products is to put them there with no mentor (so what do they do? Tell the customer to read the labels and price tags if they need any info)which makes the company look like we are all dumb ass's Or why do they think that customers come in to get somthing ordered when they themselves go to stores to buy not to order and want what they want to be there when they go to get it (do you think that if they went in for an oil change and were told that "We do not stock that model of oil filter or your brand of oil, but we can have it here in 5-7 days and when it gets here we will call you to come in and we can change it for you then, but we will need you to pay for it before we can order it for you" HELL NO! ITS MY MONEY AND I WANT MY PRODUCT NOW! But you have to keep in mind that they make more money than the average consumer and are SPECIAL.
Thatoneguy

United States

#5 Jun 22, 2012
The implementation of the iphone was supposed to give any associate in the building the ability to find information on any product throughout the store but at the same time expecting 1 person to utilize that in 3 areas at one time is not logical. The showroom type environment does not work well with high volume items because most people want it now. We are supposed to be developing "hubs" in markets that will house product for quicker turnaround that also serves as a central warehouse for delivery (meaning no delivery located at a single store). This is all speculation but i have heard it from several reputable sources. I get tired of telling people we do not have it but it can be obtained online with lowes.com . It just doesnt seem right. Alleviating nonproductive inventory expense at store level is a good idea, but it gets to a point where it seems ridiculous.
NewBee

Van Alstyne, TX

#6 Jun 22, 2012
customers do not need for us to find product information on the new i phones they have yhier own iphone for that, what they expect is to have someone that knows about what they are selling and provide some help into why one product would serve their purpose better than another
traffic
hubs for quicker delivery does not replace having product on the shelf and we have to have slow moving items to have a complete product line selection JIT inventory does not work it leads to OUTS outs lead to lost sales, lost sales lead to less customers, less customers leads to less stock on hand and less $ for payroll, less $ for payroll leads to less customer service and add on sales, and that leads to less sales and that leads to a company failing.
nedm

Pembroke, MA

#7 Jun 22, 2012
The issue I see is since lowes is not charging for advice that it doesn't make a good argument to keep people on for advice. The other day I used a user agent for staples rather than walk in. When you know exactly what you want it can help you. Besides either they want a install or they are diy'er. The middle doesn't always exist especially with the internet being right there. While it is true that not everyone has internet access the same can be said about indoor plumbing and electricity! It is not that hard to get internet access anymore. Even a phone line at a public library can be a form of it.
Bird

United States

#8 Jun 22, 2012
The bottom line to me is that the people commenting would not be complaining about all of the disservice in stores if they weren't still interested in going to the stores. From what I get in talking to many disgruntled consumers, they feel that they are being forced to use the internet for purchases. Forced because they cannot get service in understaffed box stores. Or can they get the proper information to be able to make a decision when they do get service because the employee giving them service has too much on their plate to be able to do a good job. Many of them would rather not have something than risk identity theft by using the internet for all of their purchases. These aren't things that I am making up. They are real concerns from real consumers.
Thatoneguy

Cape Girardeau, MO

#9 Jun 22, 2012
I agree with you 100% newbee, but that was one of the reasons for the company implementing the iphones. They dont care if you are knowledable, if you were then it would be considered a skilled work environment with higher payroll. They just want you to be able to access the information and relay it to the customer using the iphone. Does it effectively replace the salesman? No. But they would like it to. As far as inventory on hand in the store, having less decreases the amount of inventory dollars per store and funnels the product directly to the person who bought it instead of sitting in topstock inside the store i dont agree with that either, but that is what is happening. Unfortunately we are at a point in the company where they stopped listening to consumers and employees and are doing what they feel is best for them. It is no longer about customer and employee opinion, but eventually it will return to that or we will fail.
DMxMD

United States

#10 Jun 22, 2012
Everyone thinks they are smarter than the corp big wigs. Truth is, from higher up, you see the bigger picture. There's a reason we're doing what we're doing. If we didn't, we'd be as helpless as best buy. They're about to go over the edge and fall like borders books and circut city any day now.
nedm

Pembroke, MA

#11 Jun 22, 2012
No one is really being forced to use the internet as generally searching it is the first thing people do. Across the planet far fewer people are asking for direct advise from others physically.(as in face to face). There are plenty of organizations now that have email as the official method of communication. When you use email it keeps a record whereas with a phone call it can be illegal in some states to record it.

The problem is if someone is given specific advice how often do people actually write it down? If it isn't written do are they really going to remember it?

It is much easier, cheaper and I'd argue more accurate to search online rather than go to a store for advice. Besides it is a conflict of interest to trust advice from someone that has a financial incentive in selling you anything. Of course someone with "sales" in their title is going to ramble on about product data to sell you the item...what about what other consumers think?
The Specialist

Durham, NC

#12 Jun 22, 2012
DMxMD wrote:
Everyone thinks they are smarter than the corp big wigs. Truth is, from higher up, you see the bigger picture. There's a reason we're doing what we're doing. If we didn't, we'd be as helpless as best buy. They're about to go over the edge and fall like borders books and circut city any day now.
Truth is, from higher up, you see nothing but a mass, no detail. Best Buy and Circuit City failed because of POOR, STUPID, management. Customers may research items on line, but they still want someone knowledgeable to verify and validate their decision. As for Borders, they went under because of I-Pads.
Furby

Mooresville, NC

#13 Jun 23, 2012
DMxMD wrote:
Everyone thinks they are smarter than the corp big wigs. Truth is, from higher up, you see the bigger picture. There's a reason we're doing what we're doing. If we didn't, we'd be as helpless as best buy. They're about to go over the edge and fall like borders books and circut city any day now.
Every episode of "Undercover Boss" ends with the boss saying something to the effect of "I had no idea things were this bad." They may see the bigger picture as you say, but they are completely out of touch with the employees and customers.

The "Everyday Low Price" idea is doomed to fail. They really have no clue how consumers think. Consumers do not trust retailers, they want to believe they are getting the best deal and that requires having sales and promotions. The "Everyday Low Price" idea doesn't meet the psychological need of getting the best price. JC Penney's learned this the hard way and that is why they are going back to weekly sales. The only reason it seems to work for Wal-Mart is because they are already the largest retailer in the world.
Bird

United States

#14 Jun 23, 2012
A couple of years ago, I bought a Nexstar telescope for about $800. I searched online, got reviews, etc. However, before I made the purchase, I went to a person I know that is knowledgable about such products to ask what they thought. The purchase was made over the internet as there are no dealers in the area I live, but I still went to a person to ask an honest opinion. When customers come into the store, and see a salesman they have been dealing with for years, they build trust with that salesman and automatically go to them for their opinions/knowledge. They know they can rely on them. I've had many people tell me that they would rather buy something from me for more money than purchase online or at a lower price elsewhere. Why? Because they trust and value their experience with me. It happens with everyone that works sales long-term. You build relationships and get recommendations by word of mouth.

Again, once you take the sales process out of the salesman's hands, force people to the internet to buy, not just research, and replace face to face contact with trusted salesmen, then people do start buying from the internet way more. But, there are plenty of outlets and online stores that can offer products at much cheaper prices than Lowe's. So then, without that valuable experience keeping the customers coming in the doors, they will go with the cheapest price, since there essentially is no other options for them. It simply won't work, they are just handing the competition a fat juicy bone.

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