Strange as it may seem, I’m not really a “hard” customer to satisfy. I really want to be paid attention to, deal with people who know what they’re talking about, and get a fair price. (Note, I didn’t say the cheapest)
A few years ago I stopped going to Home Depot for these very reasons. Their employees at my local store seemed to go out of their way to avoid any customer contact whatsoever, and once you were able to track someone down, interrupt their conversation with another employee about the weekend activities, they didn’t want to see me. In fairness, they were cheap.
I discovered a Lowes home improvement center about 15 miles out of my way. What a difference. There were employees — employees who were glad to see me! Heck, they were eager to help me, too! I was sold! I haven’t been back into the local Home Depot much since!
I’ve noticed a decline in the level of service at the Lowes store over the past six months. Less people, less willing to help, more harried. However, this past Monday evening was the topper!
I needed a tarp to cover a dog run from the rain. Seems like a reasonable request – it’s winter, rain is forecast, it’s not out of season. No less than three people directed me to the other side of the store to find my tarps. All were wrong! I must be the first person to ask for one this season!
What really ticked me off was that only the forth and final person, when they were directed to the wrong area by another employee, took me to the tarps. The rest just pointed in a general direction and went on their way.
It took me 30 minutes and three laps around the store to find one tarp! Next, I wanted bungee cords to hold it down – it only took me two incorrect directions (finger points) until I went to the other end of the store to find them.
Lowes is scheduled to open a new store a few miles from my local Home Depot. I’m not sure if I give the new store a try or not.
Bottom-line, I’m spending my money closer to home. What’s more, the decline in service is alarming! Evidently, they have more than enough business and don’t need mine.
