During lean times in competitive industries, a positive side effect is the necessary return to customer service basics. And boy, has Lowe's been sending out that message.

I can't go into Lowe's without being asked five times if I'm finding everything okay, or if I need help finding anything, or if there's anything they can help me with. And somehow, perhaps because I'm in my "man mall," I don't mind it.

It's very clear to me that there has been a distinct emphasis placed on this behavior by management throughout the Lowe's organization. And the message has definitely gotten through. I've noticed the same thing at Staples.

While we can argue over what to do with your marketing budget during these times (i.e. don't cut it), there's little argument that each customer is more valuable than ever and when they're on your property, they need to feel it.

Labels: customer service, management, marketing