Lowe's Informative - Former Installer Contractor
ST. LOUIS, MISSOURI -- To Whom It May Concern:
I wanted to write to you to bring to your attention that “customers” are not the only consumers impacted by your business and business practices.
My husband’s company was a contract installer for several of your stores in Missouri for the past six months. He finally decided to withdraw for various issues with Lowe’s and the installed sales teams of the affected stores the least of which is the political atmospheres of these departments and their “it’s the always the contractor’s fault” mentality. If your company could put half of that negative energy into a positive form, and give that back to the contractor who works for you, what do you think the potential reward could be? Surely you must understand that the majority of your sales lie in the fact that you also offer to install the product at an affordable cost to the consumer. If you continue to treat your contract installer shabbily by not ordering the product as written on the detail, or not paying the contractor when he attempts to fix the situation, even if it means another trip, or back charging the contractor because the (novice) manager picked apart an install yet the customer is 100% satisfied, you must be able to foresee how your company will eventually fail in this endeavor.
I write to you because I want you to realize that not only are your installers contractors, they are also customers. My husband’s business is a construction business. He makes his living remodeling, repairing, and rehabbing homes. He has spent a lot of money at Lowe’s servicing his customers as well as his personal needs. After his recent experience with Lowe’s, what do you think the probability is that he will purchase anything from your company again is?
I can answer that question, the probability is zero. He just completed a commercial kitchen job that was 100% supplied by another vendor. Lowe’s lost tens of thousands of dollars on that single job alone.
Stop being short-sighted. Treat your contractors and employees with respect. Everyone is a potential customer.