I am in the process of doing a lot of remodeling and have been spending some of my free time at Lowe’s. As I was coming out of the restroom I noticed a number of employee lockers and a big sign that read, ‘THE IMPACT MODEL.’ I got a little closer and really concentrated on their IMPACT MODEL and what it meant.
|A||Add on Sales|
|C||Close the Sale|
|T||Thank the Customer|
I really liked the IMPACT concept. I like what it stands for. The question is, how did my experience rate compared to the IMPACT MODEL?
Initiate Contact – I must admit I was in there at 5:45 which can be a tough time to find someone to help you. For those of you who don’t know me, I am not handy and clearly need a ton of help. It took me a while to find someone to help me – probably about 5 minutes. It wasn’t because the employees were helping anyone else. It seemed like they were short handed, which was confirmed by Cleo, the nice gentlemen who helped me. Also, there was no greeter at the door. For ‘Initiate Contact,’ I would give them a D.
Make Assessment – I must say that Cleo did a really nice job. He asked lots of questions and really helped in the process. I assume ‘Make Assessment,’ means can the employee help me or does he need to find another colleague who can? Cleo was solid at this and I would give him an A.
Provide Assistance – Again, Cleo was fantastic. However, the second person I spoke with was just OK. They couldn’t answer all my questions so they brought in a department manager, who in turn passed me onto another person, who finally answered my questions. This process was very fragmented and didn’t work very well. It made me feel like a hot potato. This is also when I asked Cleo how business was doing. He said it was OK, but they were very short handed. It showed. For ‘Provide Assistance’ I got a mix of good and bad so I would give them a grade of a C.
Add on Sales – Cleo did nicely in a VERY nice way. I never got the feeling that he was trying to sell more expensive items or items I didn’t need. One of the other people who helped was Chance, who was also great. He mentioned a few ideas about getting the items they were out of and for a little less money. He told me I could do that online and get this – at other stores! For ‘Add on Sales’ I would give them a grade of a B.
Close the Sale – Well, the proof is in the pudding and I bought almost $800.00 worth of stuff so it seems like a Grade of an A to me.
Thank the Customer – It started with Cleo and ended with the cashier. Everyone was great, friendly and helpful. The only person who appeared to be a little short and show how busy they were was the department manager. As a manager, I would have been proud to say all these people worked for me. I would give them a grade of an A.
My scorecard reads:
|A||Add on Sales||B|
|C||Close the Sale||A|
|T||Thank the Customer||A|
Overall, that would be a solid B.
Now your turn:
- What do you think of the Lowe’s IMPACT MODEL?
- Please describe and RATE your last experience at Lowe’s.
- Are you more loyal to Home Depot or Lowe’s?
I look forward to reading your comments.