Lowes: Trust and the Costumer

My dear fellow travelers:

Just another cloudy day in Dayton, OH. Took my mother shopping for some green plantains (more about this one later) and some yuca. We visited our favorite Oriental food grocery and ordered the produce (coming from Chicago). No Hispanic grocers in Dayton...talking about a good business venture for somebody.

My last stop was my favorite Lowes store in the Huber Heights area. During Fall season we get quite a flock of migratory birds so my Mother considers her duty to ensure that all of our bird feeders (12 to be exact) are well stocked for the visiting herd. As usual, I will organize the bird seed in two groups; one for the middle class types (birdseed including cracked corn) and the second type (for the most discriminating birds that will puke at the idea of munching in cracked corn). So to the the cash register I go and report to the cashier my totals (7 middle of the road and 3 high end bags). Immediately she jumped from behind the register and search my cart with more enthusiasm than a TSA employee looking for non declared toothpaste and makeup at the Dayton airport. When I asked her "don't you trust me?" her answer back was "I trust nobody". Her answer truly shocked me...leaving me speechless in the process. After looking at her in total disbelieve, my urge was to respond "Listen, if you cannot trust your customer, who can you trust?". However, I resisted the mentorship moment and proceeded to pay for my purchases. She was in no mood for a philosophical discussion...neither was I.

Lowes, please pay attention. The behavior and interactions in relationship to the customer are a reflection of you corporate values. By extension, this cashier must believe that customers are looking for an opportunity to rip-off the store and her duty is to ensure that does not happen. However, there is a huge gap between loss prevention (i.e. thefts) and believing that all customers are there to steal. Major, major difference my dear Lowes executives. As you engage in strategy sessions I will humbly submit that an examination of your core values should be the first order of business. To compete with Home Depot or any other giant you must ensure that you have your priorities straight; I have to imagine that customer loyalty is right at the top of your list. However, I can be wrong.

Comments are always welcomed.

A. Rivera (aka. HispaniCoach)
12 Nov 2006