Re: Lowe's Needs to Fix its Online Preorder Process
by Kelshir - Posted Thu September 25, 2008 @ 9:14 AM
Let me explain what happens behind the screens with an internet order through Lowe's. It will not actually help in anyway other than helping you understand what went wrong.
After you place/pay for the order it is sent electronically to the store. Whenever someone ranked Team Leader or Sales Specialist or above logs into any computer on the sales floor they see a message pop up that reads "# new internet order(s)". Or something really close to that.
Now, ideally, everyone will check to see if it is their department and then assign it to themselves if it is and pull it. Reality? No one under management is probably trained on what it means and how to check it, and if they do odds are they are working with customers or busy trying to get everything done.
It does pop up on every managers screen as well. So, the back up plan is that a manager will assign the order to an employee and that employee will pull the order. That is assuming a few things.
1. That a manager will assign it to an employee, it can take hours just for that to happen.
2. That the manager actually tells the employee that it is assigned to them.
3. That it is actually pulled by the employee.
The policy is that as soon as the message pops up, someone takes care of it. The problem comes from that everyone assumes someone else will take care of it.