The hard push is on for installs because they think that will generate large amounts of revenue. The Truth is Lowe’s install program is a mess. The installers are way overbooked. And every job that’s sold is filled with Customer Complaints. I spend several hours everyday on Installed Customer Complaints. The CPO just dumps the problems back on the specialists in the stores! The store management and Specialist deal with it. Marvin is obviously clueless as to what’s really going on in the field! It’s falling apart at the store’s.
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Smell the toast? The Counter Production Office (CPO) was a wreck from the beginning. The one in indianapolis was never fully staffed and had a 60% attrition rate for staff. Most didn’t last a couple of months. The personal touch from people that care because their pay is tied to sales is the solution. Cut cut cut is all Marvin knows. JCPenny here we come!
I can only speak about what I know but the appliance installer in my area is a total joke and CPO is not far behind them. Lowe's recently cut back our rotation of three appliance installation companies to only one new one. Knew all of the previous installers by name, would text or voice mail them from my personal phone and get a near immediate callback almost every time. If one of them was overbooked another would step in to fill the void. Details got done in a timely manner and the data they provided was nearly always rock solid. Customer complaints were near non-existent unless we had a defective product. The system ran like a well oiled machine and we (department associates, in-house production office and installers) all worked together like a TEAM.
New installer NEVER answers the phone. Voice mails are hardly ever responded to (either from store or CUSTOMERS). They are almost always booked out 2+ weeks which combined with the fact most appliances we are selling take a week or more to arrive from the ADC (as corporate stripped nearly all of the store inventory and converted into SOE) translates to 3+ weeks to get an installation done. Details, talk about a disappointment! Nearly half come back lacking sufficient info to quote the job and trying to get them to go back out is impossible unless the store wants to eat it and issue another detail (at store expense). Cancellations are rampant and followed up by the increasingly popular customer phrase "I will never shop at Lowe's again".
As for CPO it doesn't appear that many of them have any debugging skills whatsoever. Often get calls only to find out that the project was either sold from another store or was sold online (yes you can purchase a dishwasher installation on-line now) and there was an issue with the product and CPO wants to know when the store is going to fix it. Pathetic communication which often once again leads to yet another disgruntled customer. Oh yea, and good luck trying to set up a Genesis AR263 account for a internet/Sterling originated dishwasher installation as the software has yet again been changed so that you cannot link to a Sterling order. How ANY of this is supposed to be saving the stores man-hours or actually improving the customer experience is beyond any sentient life form which obviously excludes the corporate leeches who are eliminating nearly every previously working process at a mind numbing rate. Our rapid downfall and trip to mediocrity is nearly complete.
Our Millwork installs are scheduled out to September. Stuff your leads. “Well if our PSE sales are above a certain number for the year, we lose the position”. GOOD! Good riddance!
Marvin is a scumbag and should be deleted from the minecraft server
Let’s spread the Specialists out with tasks (downstock, IRPs,etc.), schedule them on the lead table, make them handle PSE complaints and workorders, handle install complaints handed off by IST (CPO). “Let’s make sure the PSE is free to sell!” Who is “freeing the Specialists to sell, and hit the SPH for the little monthly handout if you get anything at all.
CPO is absolutely worthless.
Absolutely. As a Lowes employee, Marvin's only concern is what he can do to get your pay rate down and your workload up. If he can t do either, he will work to terminate you. You are a number on a cheap knockoff spreadsheet. Use Marvin for what you can get out of him and move along as soon as possible!
I have said that Lowe's should not do any installations what so ever. Christ they can't even get the deliveries right yet along do installations.
Sears all over again. We know how that ended.
Corporate is focused only on Wall St. They have forgotten customer service and the employees. Customers are flocking to HD and Menards in the Midwest. Menards installs nothing, do you hear that Marv and Joe, nothing! And Menards is getting Lowe’s customers in droves. All weekend our store manager has called every hour about Leads! It’s totally ridiculous Where this company focuses its attention. And has Marv closed the gap with HD, NO!!!
Agreed! The list of dissatisfied customers are growing at an exponential rate. Customers are becoming smarter and going on-line to peruse reviews. There is a lot of responsibility on the stores and specialists alike. All the management is concerned about is how much of sales is ‘going-in’ at the end of the week. Centralized installations and 3rd party deliveries are turning into a nightmare with zero accountability. The only direction this company is heading is ‘South’, with their only focus is Wall Street. Customers are secondary with employees the least of their concerns.