Monday, July 9, 2012

Exceptional Customer Service Story - Lowe's Etobicoke



My wife and I decided to paint our garage this summer. It's old and is looking really bad. The first step however, is to replace some of the old boards that have rotted. I was at the lumber store  (Lakeshore Lumber, great local store) picking some other wood that I needed and I asked about the 6 inch wood siding that I needed for the garage. They only stocked 8 inch and the Lumber Guy mentioned that it would be hard find the 6 inch and he didn't even know where to suggest we try to find it.

When I got back to the house, my wife decided to check online to see if Lowes or Home Depot offered the 6 inch siding. She found both their web sites were not bringing very good results from her searches, so she decided to call. Something I would have never done, I would have driven around looking for the stuff!


She called Lowe's in Etobicoke first. When she called she was transferred to Daniel. Daniel mentioned that they didn't have the item in stock, but he could order it, but in minimum of 1000 ft. We only needed 160 ft, so that wouldn't work. What he did next really surprised me. He said he would try to source out other locations in the GTA to see if they had it and would call back. Yeah sure, I won't hold my breath.

About 1/2 hour or so later the phone rang and it was Daniel (he called back?). Daniel had found what we needed at Rona. Rona? Seriously? Wow Daniel actually called local competitors, found the wood we needed and called us back. Amazing customer service!

Daniel went way above and beyond what I would expect and he even went as far as going to a competitor and letting us know. Incredible. Lowe's didn't make any money off of us this past weekend, but they have definitely gained a new customer as a result of this Customer Service.

Daniel I hope Lowe's Etobicoke knows how lucky they are to have an employee like you. Thanks so much.

Would you go this far to help a potential or current customer? 
Have you ever done anything similar?
What are you doing to change your customer's live's?

2 comments:

  1. Did you ask who his manager is and send her an email? You still can.

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  2. I sent a message to Lowes Canadian and US head offices. I didn't hear back from them. Good idea, I will contact his store manager directly.

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