Lowe's closing 50 stores !

[ultrarunner]

Don't underestimate Customer Service...

Medicare now surveys Hospitals and the ratings are extremely important if you have Medicare Patients.

Our front Admitting was not getting high marks... around 90 score which is a big problem.

Since I wear many hats, now including security, and the first to arrive at 4:30 am to open the surgery wing... I took over the front reception computer from 4:45 to 7:45 each morning and made it my remote station.

The survey went to 99.7%... the only difference as I see it was being helpful... and what I did not know I volunteered to find out and quickly follow up..

Simple things such as greeting each patient as they entered... helping them sign in... providing a time frame and assisting with special needs... none of this was/is my job... and it allows the admit clerks to concentrate uninterrupted on admitting when I am there... Hospital has received nice feedback notes... some comparing to concierge service...

Anyway... the corp office noticed and came down to check out why the better ratings... they were quite surprised it was me... the Chief Engineer.

A lot of good customer service is listening and being helpful... I was still reviewing contracts, emails, making calls... etc...

Before that, patients would show up not really sure where to go as reception is no longer staffed early AM... kind of have to figure things out on you own.

I think working in the auto business as a teen was immensely helpful... plus 27 years here I know my way around.

 

[2LaneCruzer]

I worked in a grocery store many moons ago. It was a Furr's Supermarket in Albuquerque, and there was a Piggly Wiggly right next door. Our policy was to acknowledge every customer and and at least say "hello". Some of the young, inexperienced employees were a big clumsy in this role, but for the most part it made the customers feel welcome and not afraid to ask for help. You did NOT make them wait to be checked out, nor did you even ask them if they needed help with their carry outs. It was a policy that paid off; and I have noticed some of the local stores beginning to do the same thing, at least the part about speaking to every customer.

The local Homeland and Walmart makes you wait a long time to be checked out, or else use the self check out option. I personally resent this treatment and rarely frequent either one any more.

 

[ultrarunner]

This is the Christmas Tree busy season at the farm... my brother hires a lot of High School and Community College guys to help...

One has been coming back several years... he really cleans up on tips... never asks or has anything disparaging to say... the reason he cleans up is customer service with a snap and smile and always deferential and polite!

The good thing is the younger guys are learning from him...

 

[2LaneCruzer]

This is the Christmas Tree busy season at the farm... my brother hires a lot of High School and Community College guys to help...

One has been coming back several years... he really cleans up on tips... never asks or has anything disparaging to say... the reason he cleans up is customer service with a snap and smile and always deferential and polite!

The good thing is the younger guys are learning from him...

One thing I learned when working in the grocery store; women especially, like it when you make over their kids. I wasn't especially proficient at this, but as I've grown older, and have grand kids of my own, I love the little ones and making over them comes natural. Even as a customer now, I like to speak to the little ones and genuinely compliment the parents over the little cuties. Having raised two girls, the little girls are especially sweet.

 

[Wakey]

Lowes and Walmart (probably Home Depot as well) have excellent apps you can install on your smart phone that tells you exactly where each product is. Many times I check stock before I go to the store.

My local old time hardware store has an app called Rhonda. She knows where everything is.

 

[TractorGuy]

Lowes and Walmart (probably Home Depot as well) have excellent apps you can install on your smart phone that tells you exactly where each product is. Many times I check stock before I go to the store.

My local old time hardware store has an app called Rhonda. She knows where everything is.

I haven't found this with Walmart but I was hoping they would start. I just recently noticed the aisle markings. One thing I hate about Walmart is the number of items that aren't price marked. They have also removed and decommissioned the price scanners.

Half the time Lowe's aisle location us incorrect but it's nice when it works.

Home Depot also gives aisle locations but their web site won't set a cookie for me to shop at my location. My cell and internet service place me hundreds of miles away. Every time I go to the Home Depot web site I can wade through the process of setting my location but it won't save. I have even had it change back to a distant location while on their site after setting it.

 

[Oaktree]

I've never had a problem with that. Yes, if you are in their area they will walk with you to the item. I consider that a service. I never feel "descended on". In Menards it's viewed as excellent customer service.

While I'm not quite as prickly about it as Diggin It, I also find that to be a bit pushy. I would just prefer to be able to find an employee when I need one, but when I don't need one I'd like to be left alone...to me that's good customer service, not being pounced on when I'm "just lookin'" or know what I'm after.
In a store as huge as any of the box stores, I don't expect every employee to know where every single product is, especially the more esoteric ones, but I'm good with being pointed in the general neighborhood. If I can't find something when I'm there, then I'll ask for further help.

That having been said, it would be nice to find knowledgeable staff outside of 8-5 M-F, but I suppose good help is hard to find, and not everyone wants to work odd hours.

Lowes and Walmart (probably Home Depot as well) have excellent apps you can install on your smart phone that tells you exactly where each product is. Many times I check stock before I go to the store.

My local old time hardware store has an app called Rhonda. She knows where everything is.

Now THAT is a peeve of mine...everyone seems to assume you (1) have a smart phone, (2) have it with you everywhere you go and (3) want 8,462 aps on it.

 

[ovrszd]

While I'm not quite as prickly about it as Diggin It, I also find that to be a bit pushy. I would just prefer to be able to find an employee when I need one, but when I don't need one I'd like to be left alone...to me that's good customer service, not being pounced on when I'm "just lookin'" or know what I'm after.
In a store as huge as any of the box stores, I don't expect every employee to know where every single product is, especially the more esoteric ones, but I'm good with being pointed in the general neighborhood. If I can't find something when I'm there, then I'll ask for further help.

That having been said, it would be nice to find knowledgeable staff outside of 8-5 M-F, but I suppose good help is hard to find, and not everyone wants to work odd hours.



Now THAT is a peeve of mine...everyone seems to assume you (1) have a smart phone, (2) have it with you everywhere you go and (3) want 8,462 aps on it.

After initial contact, employee asking if I need help, me replyin no I'm good, I've never, ever been further stalked by a Menards employee.

 

[Diggin It]

Thing is, unless they've done a recent re-set, I usually know where things are better than some of the 'help'. I can almost plan my trip through the stores, aisle by aisle based on the list of things I need.

 

[downsizingnow48]

I would much rather say "thank you I'm OK" to a helpful employee than get the "no eye contact" treatment.

I use the aisle/bay locators but they are about 75% accurate here.

My preference is always the local Ace hardware which has lots of well informed and helpful staff.