Great experience!

Posted Sun February 29, 2004, by Nayda B. written to Lowe's

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I believe in letting people know when they've done a good job, which is why I'm writing this letter. I wanted to tell you about a recent experience with your store, located at El Paso, Texas,(915-592-5933, Store Manager: Charlie Clark) that made me quite happy.

Yesterday, Saturday (February 28, 2004) I went to Lowe's in El Paso. I have a few carpentry projects that I am about to take on, for the first time. I needed some wood, some nails, etc. The store was full of shoppers...packed..which is usual, in this area, for a Saturday. The employees were being pulled every which way. Everyone was extremely busy!

I had to look for someone to help me. I spotted Enrique coming down the aisle and waved him down. He waved back and asked if I needed help. I was interested in buying a sheet of MDF, which was on the very top shelf. He tended to another gentleman who was waiting for help, also (my suggestion, as the gentleman was waiting before me). He then had to find a "spotter." While we were waiting on the "spotter" (who had to go get the forklift), Enrique explained what MDF was, the difference between that and plywood and the price differences. He was a wealth of information! In my case, that was very helpful, since I am not a carpenter!!

The spotter arrived. The whole stack of MDF was moved from the top shelf to the bottom shelf and I was able to get my sheet of MDF. I also noticed a sheet of particle board, which had a corner piece missing, on another "bin." I asked if that could be purchased with a discount. Enrique was quick to give me a discount that I was happy with! So, instead of the one sheet of MDF I was initially going to purchase, I also purchased the sheet of particle wood!

All this transaction was taken care of quickly, professionally and with a smile! Even though the store was very busy, Enrique made me feel as if I was the only customer there. He made me feel important and that I was not a burden because I was asking so many questions. I think this letter should be forwarded first to Mr. Clark and then to Enrique. It should be made very clear to Enrique that he has, personally, gained a loyal Lowe's customer!

This incident reminded me why I think so highly of your store. I was not purchasing a huge order, my total came to $44.44, but I was treated as if I had purchased $4000 worth of merchandise! This type of customer service is what I look for in ANY store! As a result of this, I have every intention of shopping at your store in the future, and I definitely plan on telling others to shop there.

I hope everyone responsible for this great service gets their due credit. Keep up the good work! Thank you, Enrique!