Overworked?
Sewol

Hazleton, PA

#21 Nov 14, 2012
Bird wrote:
"But there' a huge difference in selling carpet, a fence and a kitchen. A kitchen is designed. Fences aren't. Square feet are something that a 4th grader knows. Carpet isn't that hard if you are plotting it out. Now if you were maybe the installer then that is something different"
Each is different in its own respects, however, each one also has one common denominator....... Attention to Detail. If you don't have the time, or, if the atmosphere is so hectic that attention to detail is impossible, then, mistakes will be made, customers will be lost for good, and the job can in no way be completed properly.
You are so right my friend. Lowes customers are the worst they think they are at a garage sale. They look for the least excuse to get a discount. There have been times when two customers show up to go over an estimate and one has to wait for me. Most times people are cool with it but then you have that one that just has to make a scene, make it real misable for ya. Yes we lose them forever. I love the ones that while waiting, stand there with their arms folded starring at me, while I go over the estimate with another customer. Shame I have to stand at the station and do this. Reminds me of when my dog wants to go out, sit and stare LOL
nedm

Pembroke, MA

#22 Nov 14, 2012
"I don’t think so, couldn’t be any further than the truth."Plotting it out" is a big responsibility and it is called an "estimate" Carpeting is not that easy, you really have to have a lot of product knowledge. I think anyone could figure out a square room. But when it comes to doing a whole house its not easy by no means! Did you know that an average flooring customer takes about 3 1/2hrs. From start to finish? Some take 5hrs. or more. Here’s a grip of mine………"

Maybe you should prequalify better customers..I know people that actually install carpet for a living. I think they know more than a store associate.

"Lets do the math here 10 customers, times 3 ˝ hours = 35 work hours. WHEN DO I HAVE TIME FOR ALL THE REST LOWES WANTS FROM ME? Zoning, up stocking, down stocking, dusting, race for the cup, labels, pricing, serving customers, picking internet orders, cutting carpets,off the racks for DIY, checking inventory for other stores,cutting ceramic tiles,work management,calling customers, calling vendors,tractor push,meetings, training, loading cars. etc. etc. WHEN I AM THE ONLY ONE IN MY DEPARTMENT, AND COVERING ANOTHER DEPARTMENT???? Don’t say flooring is not that hard!I AM OVERWORKED TO THE MAX EVERY SHIFT!!! "

Then just say you were with a customer! Worked for most of my store. If you are with a customer then leave the other stuff to the night crew or the ASM's that can do a overnight. Remember it cost lowes $0 for a asm to do an overnight.

"But customers now believe they can do almost any project on their own-and if it doesnt work out, they can blame the store. Lowes and Depot made it easy for customers to purchase items that years ago they would not dream of installing themselves.
How many people installed their own carpet, tile, bathtub or toilet in the 50's,60's etc? Hardly anyne. You called an installer.
Now you go into Lowes, buy what you want, ask a few questions and give it a try. Just saying in the last 30 years big box stores have made DIY projects look too easy and its not as easy as going into Walmart and buying a bag of chips."

True to a point but there's more information out there than before. Besides most Diy shows illustrate that doing things yourself can seriously backfire. DiY tv hgtv and others show this every day. Someone cutting corners or thinking they can save time or money when that isn't always the case. The way I see it either they want an install or they are diy'er. There's no real inbetween. It's easily worth $50 to buy a book when a contractor might cost $500...rather than risk giving bad advise. Besides customers DO have time to read and understand blueprints as that is what an installer has to do anyway.

Since: Oct 11

Location hidden

#23 Nov 14, 2012
Regardless of how we perceive the company or "like" coming to work we have a responsibility to give 8 hours work for 8 hours pay---that is what you would expect of your employees IF they worked for you.

I do not agree with much that management touts or does--however, it is not in my sphere of control. I can only control what I have influence over. I will voice my opinion -positive and negative--that is my right, my responsibility is to do the best I can, which is very hard some days. Hopefully management practices will change. If not, have your resume up to date and circulating.

Something I heard some years back-"If you were the manager, would you hire someone like you?"

Integrity is doing the right things when no one is looking and integrity is one of the few things you will behind.

I am not a brown-noser-just a former small business owner.
Rain Maker Alvarez

Schnecksville, PA

#24 Nov 14, 2012
Pedro Rodriquez wrote:
I am not a brown-noser-just a former small business owner.
You seem like a brown noser based on your posts and also a broken record....
zal font load

Angola, NY

#25 Nov 14, 2012
It appears that common sense has totally left the board room in modern day America. Anyone who has been in sales for any real length of time knows that typically the larger the purchase the more time goes into the buying and selling process. Rarely does a person spend as much time picking out a claw hammer as they would a large ticket item. For those who believe that everyone comes in 100% informed and committed to purchase due to internet research is quite naive and needs to get out of their office and spend several weeks on a sales floor! It amazes me that we pay huge salaries to executives who have little or no knowledge of the psychology of buying and selling goods and services.
Unhappy

Winder, GA

#26 Nov 14, 2012
nedm wrote:
There's no need to rush for anything because it is safety that is job #1. Call buttons can be "tested" out anyway and I'd argue they are going to be removed eventually and corporate doesn't even look at the button reports anyway.
Don't respond to people if they bother you in the bathroom.
When in doubt you can just tell the customer to look it up online because chances are websites have more information than the store.
I'd argue some of the biggest crock is the concept that everyone has to be told to their faces rather than just verbally. I used to know a guy that when called to go to an isle he tell them that the customer should put the question in the cart and go to him! Which makes sense because if you look at say, a deli you take a number and line up. At no point is there a mob asking the counter help things and they are all surrounded.
I agree. When customer service calls and ask me to come to their desk for customer service, I tell them to send the customer to my desk.
Unhappy

Winder, GA

#27 Nov 14, 2012
Sewol wrote:
<quoted text>
You are so right my friend. Lowes customers are the worst they think they are at a garage sale. They look for the least excuse to get a discount. There have been times when two customers show up to go over an estimate and one has to wait for me. Most times people are cool with it but then you have that one that just has to make a scene, make it real misable for ya. Yes we lose them forever. I love the ones that while waiting, stand there with their arms folded starring at me, while I go over the estimate with another customer. Shame I have to stand at the station and do this. Reminds me of when my dog wants to go out, sit and stare LOL
They do that with me too. I ignore them and pretend I don't see them till I am done with the customer I'm with. I don't play that game with customers.

Since: Oct 11

Location hidden

#28 Nov 14, 2012
Rain Maker Alvarez wrote:
<quoted text>
You seem like a brown noser based on your posts and also a broken record....
You sound like an a--hole based on your posts. I am not a brown noser, I am not one of the "favorites". Your assessment is wrong. Have a good night.
DMxMD

Haslet, TX

#29 Nov 14, 2012
3.5 hrs to turn a detail into an estimate is ridiculous. Julia childs could do it faster. All you have to do is plug in the number of linear ft the installer lists on the last page, add any additional labor, pad, tack strips or molding, then subtract the detail fee. I worked one up and closed it tonight. Took 15 min tops including signing the contracts.

Since: Oct 11

Location hidden

#30 Nov 14, 2012
DMxMD wrote:
3.5 hrs to turn a detail into an estimate is ridiculous. Julia childs could do it faster. All you have to do is plug in the number of linear ft the installer lists on the last page, add any additional labor, pad, tack strips or molding, then subtract the detail fee. I worked one up and closed it tonight. Took 15 min tops including signing the contracts.
how many have you done in the past? I would not know where to start.

Many things are easy if you have done them before.

I had a business and would love to have some of Lowes management work for me-I wouldn't show them how to do a task but require them to do it and then chew them out for not being able to do the task.

One problem I see is that people in management forget what it is like to be a newbie on the floor. They forget NO ONE teaches you anything unless it is by chance. LLC helps but after sitting at the computer for hours your mind is mush. You get thrown out on the floor without a coach or anyone-you might not even meet your DM for days. Training at Lowes is the most unorganized, and poorly run operation I have ever seen. I was a Training Manager for years and what Lowes does would never of been accepted. But, what can one expect-most senior management doesn't have any training background and probably only worked at Lowes so they only know the "Slowes" way.

Don't believe me-take a survey of your employees and chart the results. If employees feel they can be honest you will be surprised at the results-"what you think is happening (perception) vs. what is really happening (reality)."
Never Again

New York, NY

#31 Nov 14, 2012
DMxMD wrote:
3.5 hrs to turn a detail into an estimate is ridiculous. Julia childs could do it faster. All you have to do is plug in the number of linear ft the installer lists on the last page, add any additional labor, pad, tack strips or molding, then subtract the detail fee. I worked one up and closed it tonight. Took 15 min tops including signing the contracts.
He didn't say 3.5 hours to turn a detail into an estimate. He said 3.5 hours total on average with each customer. When doing a detail, each room that is being installed must be worked up seperately from the other. You must answer a slew of questions for each room. Add that on top of the customer asking questions about each different brand/type of carpet, each type of padding, a miserably and laughably slow ass system that regularly crashes, and you could easily see 3.5 hours with each customer from start to finish.
DMxMD

Haslet, TX

#32 Nov 14, 2012
Never Again wrote:
<quoted text>
He didn't say 3.5 hours to turn a detail into an estimate. He said 3.5 hours total on average with each customer. When doing a detail, each room that is being installed must be worked up seperately from the other. You must answer a slew of questions for each room. Add that on top of the customer asking questions about each different brand/type of carpet, each type of padding, a miserably and laughably slow ass system that regularly crashes, and you could easily see 3.5 hours with each customer from start to finish.
You absolutely do not have to do each room separately. You simply put in the linear feet of carpet the detail calls for in total. The installer is responsible for figuring out the "details" that's why lowes pays for the detail. Yes, issues come up, but for the most part, the installer is supposed to give you an itemized list. You just put in the item numbers. Clamp down transition only comes in gold or silver, wood trim only comes in a few finishes. It's really not that hard. I learned very quickly how to work up a good estimate as a DM. If the customer knows the carpet they want, it's a very fast process, and even if they don't, it doesn't take that long to steer them in the right direction. Pad takes a couple minutes to explain the differences. The longest part of working up the detail is going and finding an item number for "cherry" transition or something like it if that comes up. It's not bad.
what personality

Mooresville, NC

#33 Nov 15, 2012
DMxMD ... aka Mr. know it all ... phew, thanks for the education.
Sewol

Hazleton, PA

#34 Nov 15, 2012
DMxMD wrote:
<quoted text>
You absolutely do not have to do each room separately. You absolutely do not have to do each room separately total. The installer is responsible for figuring out the "details" that's why lowes pays for the detail. Yes, issues come up, but for the most part, the installer is supposed to give you an itemized list. You just put in the item numbers. Clamp down transition only comes in gold or silver, wood trim only comes in a few finishes. It's really not that hard. I learned very quickly how to work up a good estimate as a DM. If the customer knows the carpet they want, it's a very fast process, and even if they don't, it doesn't take that long to steer them in the right direction. Pad takes a couple minutes to explain the differences. The longest part of working up the detail is going and finding an item number for "cherry" transition or something like it if that comes up. It's not bad.
I think you need to re-read my post DMxMD
I'm not saying 3 1/2hrs. to do a detail.I am talking total time with that customers deal. I'm talking all that's involved with that customers process from "hello" to the install. My total point of the post is if I sell ten deals a week I wind up with no time to do anything else. I am overworked.

"You absolutely do not have to do each room separately"
IF they pick one color!
If they pick all the same carpets!

"You just put in the item numbers"
Agreed easy part. Hard part labor.
Sewol

Hazleton, PA

#35 Nov 15, 2012
DMxMD wrote:
3.5 hrs to turn a detail into an estimate is ridiculous. Julia childs could do it faster. All you have to do is plug in the number of linear ft the installer lists on the last page, add any additional labor, pad, tack strips or molding, then subtract the detail fee. I worked one up and closed it tonight. Took 15 min tops including signing the contracts.
It takes longer than 15 mins. to explain the contract and full scope of the job, to the people. Julia
Sweet Lips Alvarez

Schnecksville, PA

#36 Nov 15, 2012
Here is how DMxMD can "do it faster" than anyone ...
DMxMD wrote:
I can do it in $260 shoes and a button down and get it done in half the normal time
It's his "magic shoes" and his "button down" that allows him to work at such a fast pace.
nedm

Pembroke, MA

#37 Nov 15, 2012
"The installer is responsible for figuring out the "details" that's why lowes pays for the detail. Yes, issues come up, but for the most part, the installer is supposed to give you an itemized list."

That's kinda what I was getting at. Few customers are going to know the exact things and frankly without being in the house you cannot estimate it either. That's why details exist. Can companies screw up? Sure.

That friend of mine that does carpet deals with Empire Carpet screw ups. First off when they say same day service they'll show up as late as 9pm to do it. Secondly they can also be off by feet...not inches, not even a half foot but feet (24+).

The other problem with retail frankly is for the customer to make a decision and make up their mind. We can't do it for them. This is why there are bright lights in paint. So slowness can really be the customers fault if they don't know how to think.
Never Again

Westland, MI

#38 Nov 15, 2012
DMxMD wrote:
<quoted text>
You absolutely do not have to do each room separately. You simply put in the linear feet of carpet the detail calls for in total. The installer is responsible for figuring out the "details" that's why lowes pays for the detail. Yes, issues come up, but for the most part, the installer is supposed to give you an itemized list. You just put in the item numbers. Clamp down transition only comes in gold or silver, wood trim only comes in a few finishes. It's really not that hard. I learned very quickly how to work up a good estimate as a DM. If the customer knows the carpet they want, it's a very fast process, and even if they don't, it doesn't take that long to steer them in the right direction. Pad takes a couple minutes to explain the differences. The longest part of working up the detail is going and finding an item number for "cherry" transition or something like it if that comes up. It's not bad.
The last time I set up a carpet detail, many questions had to be answered on the detail about who plans on moving furniture, powerstretch, etc, and yes, you DO have to input information for each room included in the install whether there be two different colors of carpet or not. If this isn't so, then things have changed since I did my last detail for carpeting. I'm not talking inputting the size and accessories information after the measurements have already been done, just before the estimate is created, I'm talking about inputting the information to create the detail to get the installer to go out and measure in the first place, starting from scratch in other words, from "Hello what can I help you with" to "Thank you for choosing Lowe's, Enjoy your new floors, here is my card, feel free to call me with any questions you may have at any time". Yes, the process can easily take 3+ hours in total from start to finish.
Sewol

Hazleton, PA

#39 Nov 15, 2012
Never Again wrote:
<quoted text>
The last time I set up a carpet detail, many questions had to be answered on the detail about who plans on moving furniture, powerstretch, etc, and yes, you DO have to input information for each room included in the install whether there be two different colors of carpet or not. If this isn't so, then things have changed since I did my last detail for carpeting. I'm not talking inputting the size and accessories information after the measurements have already been done, just before the estimate is created, I'm talking about inputting the information to create the detail to get the installer to go out and measure in the first place, starting from scratch in other words, from "Hello what can I help you with" to "Thank you for choosing Lowe's, Enjoy your new floors, here is my card, feel free to call me with any questions you may have at any time". Yes, the process can easily take 3+ hours in total from start to finish.
You are so right my friend. I already did a very intense time management log to see where all my time goes. This is where I came up with 3 1/2 hrs. on average. I showed my time management log to the deaf ears of my peers, you know the blue coats.
The reply was do the best you can!(what an assinign outcome) Some customers will take up to five hrs. From beginning to end.

My logic still stands with my proof in a time log. My questions to the blue coats is if I sell on average ten customers a week on installs at a 3 1/2 hr average thats 35 work hours, and I am in the department myself, how do I do all the other duties in either the opening shift or the closing shift?? Its insane, very stressful and I am over worked.

The closing shift is the worse because I loose 2 hrs. of very important phone work, since you can not call anyone after nine.
I want to mention I have been selling floors since the 70s and have 25 yrs experience as an installer. Lowes loses a lot of money in the flooring department. Point is as the topic I am very overworked.

I know with a few adjustments a flooring specialist can do an average of 60k a month.(proven in my store) Lowes sets a goal of 12K LOL
nedm

Pembroke, MA

#40 Nov 15, 2012
"The closing shift is the worse because I loose 2 hrs. of very important phone work, since you can not call anyone after nine."

Huh? did your sm tell you that?

No offence or anything but if you have that amount of experience in actual installation why are you working at lowes not installing floors? If I were you I'd take the customers and run!

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