Robert Niblock Quotes

Coplay, PA

#21 Sep 4, 2012
"Income growth is still weak, unemployment is still high," he said. "The overall macroeconomic environment has its challenges."

Since: Oct 11

Location hidden

#22 Sep 4, 2012
nedm wrote:
"There was absolutely no reason to keep spiffs based on salary competition. We were throwing money away. Not that lowes paid for it but it could have been pocketed or translated into lower costs all allong."
I can agree but it is HOW it was done is the real issue. A gradual drop over the course of a year would have been much better for employee relations than a outright elimination.
"We can still attract the best tallent in the industry by paying $.25/HR more than the competitor."
HA HA HA. Brother we're not in Kansas anymore! Maybe it is me but living in an area in the northeast lowes just cannot compete. A secretary job gets about as much as a department manager or specialist.I have a friend who was hired away by a non profit because it had better labor standards and pay and schedualing than lowes.
People work for more than just the money. Pick up a book about organizational development. If it was just the money then all stores in the south east would close up shop when HH Gregg opens up since you can get a commission on a a drier plug!
"if you don't deserve the money or if someone else would do the same work for cheaper, then its the market that decides. "
It is more than just the price though. I don't know any store that totally assures the customer they have the lowest prices on everything. Amazon isn't always the cheapest but they have a great delievery system, review system and product selection.Heck I have seen other discount chains buy lowes old resets and end up with product lowes sold the week before (even that "exclusive" Kobalt line). It is easier to sell it as one lot then to let customers pick at it. Another chain uses those old Lowe's red baskets that they used to have for customers.
You are right on about working for more than just money-money is not the whole motivator. I worked for a company making $75K plus bonus and car...I lasted 9 months and quit. I did not like the environment and knew I could not change it.

I doubt management reads any books on leadership and managing. In our store, they are a weak link because they are not trained in those two areas...Problem--Corporate management because they determine what and how much training is done. They might be poor at leadership and management themselves and how can you lead if those are your weak areas? You cannot!

If I was a SM-we (store mgmt) would be reading at least 2 books a year in areas I felt they were deficient and then we would discuss and see what we can apply. The SM is in charge of growing the ASM's and the Market Mgr is responsible for growing the SM...I don't see it happening. You get the promotion and onto the floor you go-I don't see any kind of mentor-ship.
Jed Clampett

Coplay, PA

#23 Sep 4, 2012
Pedro Rodriquez wrote:
If I was a SM-we (store mgmt) would be reading at least 2 books a year in areas I felt they were deficient and then we would discuss and see what we can apply.
Jethro,

How about waiting on some customers? Isn't that what you are supposed to be doing?

Otherwise, start a Lowe's Reform School for wayward managers.
yeah right

Mooresville, NC

#24 Sep 4, 2012
DMxMD wrote:
<quoted text>
Half of $20,400 a year in spiffs would be $850 per month in allowance. You suck at math and I've had a few beers. People really did make that kind of insane money doing the easiest job in the store. There was absolutely no reason to keep spiffs based on salary competition. We were throwing money away. Not that lowes paid for it but it could have been pocketed or translated into lower costs all allong. We can still attract the best tallent in the industry by paying $.25/HR more than the competitor. That's how stupid these people still bitching about spiffs are. Yeah. I would be mad right after it happened too. Like getting cut out as the middle man in drug deals, but in the end, if you don't deserve the money or if someone else would do the same work for cheaper, then its the market that decides.
you are right i was multipling by 26 pay periods not months as i mis-read it. As far as your statement here goes, you're an idiot. Obviously you have no clue as to how money motivates sales and what it takes to sell a project. I'm guessing you are one of those 'it's over there' type of employees

Since: Oct 11

Location hidden

#25 Sep 4, 2012
Jed Clampett wrote:
<quoted text>
Jethro,
How about waiting on some customers? Isn't that what you are supposed to be doing?
Otherwise, start a Lowe's Reform School for wayward managers.
Jed-how about going back to Granny..I wait on every customer that comes my way, I give the store 8 hours work. Are you one of those wayward managers? School starts in a couple of weeks. OH,and my name isn't Jethro-it is Pedro...
Devils Fan

Highlands, NC

#26 Sep 4, 2012
nedm wrote:
How exactly is a car made in 2009 new? Who would buy a new car in 2009 and let it sit three years? Besides anything made by the "old" prebailout Chrysler might not have the warrenty (GM is the same).
If the car is three years old wouldn't it be cheaper to buy used?!?
Reminds me of a old rumor long ago that some thought the SM made a million..not even close..way off base. He was making 60K (left his terminal open one day). Then again in RI one specialist made more than the sm supposedly.
Sorry. Should have clarified more. It's a 2009 I bought new in 2010. Yes, it sat for 6 months because it's original owner backed out of the deal. Dunno the specifics for the reason but he had the dealer install a Whipple supercharger on it. I'm thinking a warranty issue arose and he backed out. I pretty much got a $4k supercharger for free and I was given the warranty. I'm driving around raping mustangs on a daily basis......in a minivan.
zal front load

Angola, NY

#27 Sep 4, 2012
Pedro over Jed by unaminous decision!
Robert Niblock Quote

Coplay, PA

#28 Sep 4, 2012
zal front load wrote:
Pedro over Jed by unaminous decision!
"I would like to express my gratitude to our employees for their continued dedication and customer focus."

Since: Oct 11

Location hidden

#29 Sep 4, 2012
Jed-I don't believe we have wayward managers, we have untrained managers-I suspect from as far away as NC. Most managers as most employees want to do a good job, what makes it difficult is all the corporate BS coming down the pike, all the hoops to jump through, all the triplicate paperwork to CYA. Corporate sets the tone for the company.

Get rid of Kronos-pencil and paper were better-more manageable, easily changed etc.

Some consultant got rich of selling Kronos to Corporate. I have been through multiple new and "better" software installations and they always have problems and have to be customized which is really expensive and frustrating. None go as well as the consultants say it will.
Robert Niblock Quote

Coplay, PA

#30 Sep 5, 2012
Pedro Rodriquez wrote:
Jed-I don't believe we have wayward managers, we have untrained managers-I suspect from as far away as NC. Most managers as most employees want to do a good job, what makes it difficult is all the corporate BS coming down the pike, all the hoops to jump through, all the triplicate paperwork to CYA. Corporate sets the tone for the company.
Get rid of Kronos-pencil and paper were better-more manageable, easily changed etc.
Some consultant got rich of selling Kronos to Corporate. I have been through multiple new and "better" software installations and they always have problems and have to be customized which is really expensive and frustrating. None go as well as the consultants say it will.
"Recognizing that customers are increasingly shopping across channels, we are focused on providing a seamless multi-channel experience, making it convenient for them wherever and whenever they choose to engage with Lowe's. We equipped our contact center associates with better tools and greater access to information, as well as the ability to close a sale when interacting with customers. We evolved our on-site selling model, providing specialists with the appropriate tools to help customers visualize a project, provide a realtime quote and close a sale on-site. We also made incremental improvements to our e-commerce platform, fueling a 22% increase in traffic and a 35% increase in conversion rates, resulting in a 70% increase in e-commerce sales year-over-year and an 1,100 basis point increase in online unit share. At the end of the fourth quarter, we had over 250,000 items available online and our mobile app, which launched this past August, is one of the highest-rated retail apps in the Apple Store."

Since: Oct 11

Location hidden

#31 Sep 5, 2012
Robert Niblock Quote wrote:
<quoted text>
"Recognizing that customers are increasingly shopping across channels, we are focused on providing a seamless multi-channel experience, making it convenient for them wherever and whenever they choose to engage with Lowe's. We equipped our contact center associates with better tools and greater access to information, as well as the ability to close a sale when interacting with customers. We evolved our on-site selling model, providing specialists with the appropriate tools to help customers visualize a project, provide a realtime quote and close a sale on-site. We also made incremental improvements to our e-commerce platform, fueling a 22% increase in traffic and a 35% increase in conversion rates, resulting in a 70% increase in e-commerce sales year-over-year and an 1,100 basis point increase in online unit share. At the end of the fourth quarter, we had over 250,000 items available online and our mobile app, which launched this past August, is one of the highest-rated retail apps in the Apple Store."
Robert-you should ask your store employees how well the new technology is working instead of listening to your circle of fellow corporate managers.
Bird

Mount Morris, MI

#32 Sep 5, 2012
"People really did make that kind of insane money doing the easiest job in the store"

"That's how stupid these people still bitching about spiffs are"

Easiest job in the store? Stupid???????!!! Here are just a few questions that we may have to answer on the fly nearly every day, and remember, just a few.

Ok, my laundry room is upstairs, my frontloader sounds like a freight train derailing. I really would like to get another front loader, is there one that I could use upstairs and not have to worry about so much vibration and noise?

I love this Samsung refrigerator, and the space that I measured is just big enough by just a hair, so let's write it up. Everything will be fine with that right?

What is dual cooling? How could there possibly be any difference between this and a regular refrigerator?

What's that panel on the front of these Samsung front load washers for?

When I put my new refrigerator in, I'm going to set it on the coldest setting right away, I have a side of beef that I ordered and want it to be cold as quickly as possible, that's ok right?

I throw dinner parties once in a while, but I have crystal that I use in my place settings, and it spots and streaks really bad in my dishwasher, no matter how much drying agent I use. Do you have a dishwasher that will prevent this? I'm getting tired of washing and drying by hand afterwards.

How do I install my dishwasher to solid surface, granite, or quartz countertop?

Should I keep the shipping bolts for my front load washing machine?

I want this front load Whirlpool washer, but I can't afford a pedestal right now. I can just buy a pedestal in a few months and install it myself right?

Why does my brand new GE washer sound like it isn't working, what's wrong with this thing?

Steam Dryer? What good does that do?

Hmmm Fan Fresh.... What's that, and what good is it going to do me?

Please explain how this high efficiency washer is going to do anything more for me versus this traditional model over here that is $500 cheaper.

If this front loader uses 70% less water compared to a regular washing machine, how the heck is it supposed to get my clothes clean?

Convection oven?.... Gee, I like to bake alot, is that going to help? Do I leave the temperature the same, or do I have to adjust it?

When my washer is filling up, I keep hearing a loud banging noise in the wall as the water shuts off, what the heck is causing this to happen?

I have a Frigidaire refrigerator in my garage to keep softdrinks and beer in why is it always malfunctioning?

I'm looking to update my entire kitchen with state of the art appliances, what is induction cooking, and how could it possibly do anything for me?

I've had 2 brand new dryers brought to my home from Lowe's, neither of them will work at all, what the hell is going on with them, does Lowe's sell junk or what?

This dehumidifier over here says 70 pints on it, what does that mean exactly? Which size should I use in the basement?

"Commercial Technology", what does that mean?

You know, I don't get it, what the hell good is it going to do me to get a dishwasher with a stainless steel tub anyways? Is it really going to do me any good and if so, what?

If I still have regular detergent left over from my old washer, why can't I just use small doses of it in my high efficiency washer until it is gone?

Ok, consumer reports says not to buy service contracts, why should I even think about it then?

Ok, I'm just buying this dishwasher because I'm getting a great deal for Black Friday, I'm going to put it in my storage shed until my kitchen is finished in January, it won't hurt it right?

I have a Kenmore refrigerator, but I don't have time to run to Sears right now and I think they are the only place that carries Kenmore products, do you by chance have the water filter I need????

All of these questions have the potential of making or costing Lowe's big money if not answered correctly.
nedm

Pembroke, MA

#33 Sep 6, 2012
Although those are all very good questions sadly most of those can be googled, binged etc. The internet is practically everywhere: mcdonalds, starbucks, public housing units. Even the crappy prepaid cell phone I bought four or so years ago can get onto the internet.

There are some questions that lowes doesn't want to answer. For example what is the track record and reviews for given contractors of a store? I remember hearing complaints that although the contractors did a good job that they were asses to the customers and STILL wanted money back!

Since: Oct 11

Location hidden

#34 Sep 6, 2012
Nedm is right-most questions can be googled, however, there are people that do not have a computer or their skills are poor-they don't want to google they want a real person with knowledge to answer the questions.

I get frustrated by the internet because of the vast information and get tired of going from site to site trying to find my answer. I am sure there are customers who feel as I do---I just want the answer, I don't want to spend hours looking at computer trying to find it.
Robert Niblock Quote

Coplay, PA

#35 Sep 6, 2012
Pedro Rodriquez wrote:
Nedm is right-most questions can be googled, however, there are people that do not have a computer or their skills are poor-they don't want to google they want a real person with knowledge to answer the questions.
I get frustrated by the internet because of the vast information and get tired of going from site to site trying to find my answer. I am sure there are customers who feel as I do---I just want the answer, I don't want to spend hours looking at computer trying to find it.
"We launched MyLowe’s as a revolutionary new online tool that is unique in the home improvement industry and makes managing, maintaining and improving homes simpler than it's ever been,”

“This is a very relevant and personalized offering where customers can create home profiles, save room dimensions and paint colors, organize owners' manuals and product warranties, create shopping to-do and wish lists for future projects, set recurring reminders for common maintenance items and store purchase history from all sales channels.”
Bird

Southfield, MI

#36 Sep 6, 2012
Pedro Rodriquez wrote:
Nedm is right-most questions can be googled, however, there are people that do not have a computer or their skills are poor-they don't want to google they want a real person with knowledge to answer the questions.
I get frustrated by the internet because of the vast information and get tired of going from site to site trying to find my answer. I am sure there are customers who feel as I do---I just want the answer, I don't want to spend hours looking at computer trying to find it.
Not just that, but people who do not deal with a certain thing every day, are seeking confirmation on their decision making processes. How often do you have people that come in with information overload, that need answers about possible decisions they want to make, but do not really know if they are right? The internet is strewn with opinions on both sides of every issue and product. It's just like politics, 50 percent say yes, 50 percent say no. If you have no experience handling, for instance, appliances, then how do you really know whether the opinion on Frigidaire or Whirlpool is right? I mean, if I get on a website for cars, and one article tells me Ford is the best as opposed to another article that says Chevy is the best, how am I supposed to know who is right and who is wrong? I'm not an expert on cars. This is where a good salesperson and customer service representative comes into play. They take all of the information that a person may have, clear out of their mind what isn't important to that particular person based on answers to questions, and then, bring everything together to "sell" that customer what they really need. You really have to know what you are dealing with, not just in appliances, but in every other department as well. It's not just as simple as invoicing thousands of products a year.

There is a real interaction process that takes part in most transactions in the store. And yes, it is harder to take part in successfully on the more expensive products in the store. Whether they be a $3k entrance door, or a whole house carpet install, there is a real and progressive interaction that is a potentially delicate process, that can make or break the sale. You really have to know what you are talking about, and that doesn't just take place overnight.
Robert Niblock Quote

Coplay, PA

#37 Sep 6, 2012
"We have an obligation to make tough decisions when necessary to improve profitability and strengthen our financial position.”
zal front load

Angola, NY

#38 Sep 6, 2012
Bird you are dead on with your take on this. Nobody denies that the internet has become an important tool for people and that it is changing the way people shop. However its only SOME people and SOME purchases. Several times a day customers come in questions they have regarding an item they saw online. Quite often the information available is contradictory and brings up more questions than answers. Besides as youpoint out many times people still want validation of their choice if not possible alternatives.Not to mention add on sales that rarely come from web orders. A salesperson who can properly qualify customers needs and personalities can make a hugely positive difference. Its funny that those who say we are order takers are the ones most pushing for the web order fullfillment store concept.
nedm

Pembroke, MA

#39 Sep 7, 2012
Bird yes there can be information overload but at the same time various websites allow for customer reviews and the company itself lists diy projects on its youtube channel. And there are countless message boards on various products that people can ask for assistance.

Of course there's people that might not have access to the internet but that amount keeps shrinking.

About 75% of people in the USA have access to the internet and 80% in Canada
http://data.worldbank.org/indicator/IT.NET.US...
nedm

Pembroke, MA

#40 Sep 7, 2012
Eventually customers are going to have to use more technology in order to do more with their homes. For example if a customer has an idea of a project they might not be able to illustrate how their house is set up. This is why in house employees would make sense in giving estimates. Otherwise details might be sold only to find out it cannot be done.

Some customers are just not bright enough to really live inor maintain a home.
I had an employee once that bought a bunch of locks that apparently he didn't notice had all the "keyed alike" numbers the same. He didn't want it and actually wanted an employee to go to his house and rekey them and make new keys for them! It was one of the few times we could say no to a customer. All he had to do was ask what keyed alike means, it isn't rocket science..could have just searched for it.

When I worked for a work clothing company we had a pretty bad website. Once we fixed it to make it more user friendly customer support calls dropped by 20%. It was pretty dramatic. Likewise with the internet it just provides more information at more times of the day. Even if someone does not have access at home there is access in many schools, libraries and work.

Here's a question. Are customers allowed to surf the web at lowes for cheaper prices than lowes has and will they match them?

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