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To: E.J. Neitz Jr who wrote (35818)	12/12/2001 8:36:04 PM
From: BWAC	Read Replies (1) of 53068

Just can't stand that stuff. I worked too many years in retail related management jobs to put up with it. I'm even more appalled at how the managers handle complaints these days. What I wanted to hear (And how I learned to handle these matters): We're sorry. Let me go get your tree ready for you. May I mark it down 20% for your troubles? Would you like it placed in your truck sir? I understand your frustration that we closed the register. It needs to be restated to the employees not to close down until current garden center customers are served. We failed tonight. Thank you for shopping Lowe's. What I heard: Well we weren't busy out there, and I had two people call in sick, so I told them to close up. Without looking to see if customers were still present? No answer. The two people standing around? What were they doing? Why have them stand there and do nothing? Well they aren't trained to run the register. Why not? Not part of their job. Ever hear of CROSSTRAINING your associates? I'm not going to discuss store policy with you sir. Or argue further. This guy couldn't have passed Principles of Retail Management 101 yet he was left in charge of a multimillion dollar sales store. HOW? WHY? No offer to load the tree on my truck, I had to request it. No offer of a discount either. So I go to the Home Depot. Transaction is handled flawlessly at the same price. Thanked the sales associate and joked about Lowe's closing up the center at 6pm. AND get this: OH! We had a lot of people come in here last night saying they stopped at Lowe's first but the garden center was closed so they came to HD. One parent was so happy we were open, cause her kid was crying about not being able to get a tree that night. (Lowe's is easier access from the road than HD, and the first one you come to in the shopping row) So? Did the Lowe's associates call in sick last night too? Or is it just dumb store management? Or did the LOW manager just outright make up an excuse and lie to offset poor customer service?

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