In Search of Customer Service Excellence

by Jay Thompson on February 10, 2008

After the multi-week (and on-going) debacle trying to get a simple pair of eyeglasses from Nationwide Vision, I’ve been jonseing for a superior customer service experience.

Enter Saturday morning. I go to turn on the shower and SNAP, the handle come off in my hand.

“Great” I think. (Actually it was a significantly stronger word, not suitable for publishing on this PG13 blog.)

I am relatively handy with home repairs, but plumbing repair is at the rock bottom of my, “Let’s have some fun on a Saturday” list of things to do.

But I’ve only got two choices, attempt to fix it myself, or call a plumber and pay him $100 just to knock on the door.

I live about equidistant from a Home Depot and a Lowe’s. Not knowing exactly how to fix this shower problem, I need to talk to someone with a clue. The last couple of times I went to the Depot, I was not impressed with the quality of service. Francy raved about the help she received at Lowe’s for the re-tiling project, so off I go to the Lowe’s at the northwest corner Higley and the 60.

I found the plumbing isle and was standing there staring at an incredibly diverse collection of various plumbing parts and pieces.

Up walks Lyle. An incredibly friendly fellow and, as it turns out, a wealth of information when it comes to the nuances of home plumbing repair. Friendly Lyle spends about 15 minutes with us, explaining our various options and providing lots of little tips and tricks for getting the job done. No pressure, no hard sell just great service.

Parts in hand I leave confident I could fix the problem with a minimal level of cursing.

And 45 minutes later I’m taking a nice hot shower, and Lowe’s has picked up a customer for life.

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[tags]Lowe’s rocks, great customer service[/tags]

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