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Reference Question of the Week – 10/5/08

   October 11th, 2008 Brian Herzog

Lowe's logoThis week's question is actually one with me as the patron (well, in this case, customer). I was so impressed with the person who helped me, and how she helped me, that I thought I'd share. However, to keep her from getting into trouble, I'm going to change a few facts to protect her identity.

On the weekends lately I've been working on a project building boardwalks through a swampy park in Chelmsford (hey, librarians need fresh air too). I needed to rent a cordless circular saw, and in the process of calling around to local places that rent tools, I called a Lowe's Home Improvement store. After I explained what I needed, the customer service associate I spoke with said:

I'm sorry, but that is not a tool we rent. Furthermore, it is against Lowe's store policy for associates to suggest places like Taylor Rental at 555-555-5555, so I'm very sorry I can't help you.

I was laughing so hard I could barely say thank you and good-bye, and I think she appreciated it. I know I did - no rules were broken, and the customer service was friendly, informative, useful, and very memorable.

Because of this good experience, I'll definitely be shopping at that Lowe's in the future, despite their unhelpful official store policy. Just an example of why good customer service, and caring and helpful employees, is so important.



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