Muncie, Ind

Home Channel News, Dec 11, 2000 by Kaylene Pena

What's a big box to do when shoppers complain about stores being too large at the same time they're demanding a broader selection of merchandise?

Customers shopping in the Lowe's outlet here on a Saturday morning last month indicated that the answer to that question can be found in this store's format, which combines selection with high-quality customer service, and makes the store's size a non-issue These shoppers mostly agreed that customer service is what kept them coming back.

"This is the only place I can go and get what I want at the price I want and the people know what they're talking about," said Dave Toomey, a homeowner currently in the midst of a second home remodel. Toomey estimates that he visits Lowe's about three or four times per month, and for both of his remodels he bought nearly all of his supplies at Lowe's.

"There have been times when I haven't been sure of what I needed, so I described the problem to one of the staff here and they knew what I was talking about and what I needed," he noted.

George and Bonnie Roberts of Selma, Ind., are also remodeling their home, and they estimate they visit Lowe's four times a week. When they aren't remodeling, they are in Lowe's twice a month.

"We come because we can find everything we need with better prices and better customer service," said George Roberts. "Usually, people come up and ask me if I need help, instead of having to find someone to help me."

Sharon Shively of Mt. Summit, Ind., admitted that she could be intimidated by a store's size and overwhelming product choices. But she isn't concerned about navigating through Lowe's because she said that she can always find someone to help her. "I come here because they have everything I need, but it's such a big store that I know I could walk a long time and never find what I want," she said.

While speaking with NHCN, a Lowe's s associate crisscrossed the store and talked on a walkie-talkie trying to find the closet shelving that Shively was looking for. Once the product was located, Shively followed the associate to the aisle where she found exactly what she needed.

Muncie resident Sheri Green was in the store selecting kitchen and bath cabinets, doors, hardware and paint for her new house, which is still under construction. "There's usually someone in every aisle that can help you," she said.

Remodeling was another common theme among the store's shoppers this day, and most were doing the work themselves. Store manager Eric Ringer said that the customers in Muncie are a diverse but loyal group.

"When I first came here, I didn't know how I was going to increase sales because our customers are the best," he said, noting the store is on pace to do $32 million in sales this year. "We have a lot of contractors and do-it yourselfers, and they are all extremely loyal."

Timothy and Rachel Sills, who are also in the process of remodeling their home, travel 30 miles from Dunkirk, Ind., to shop at the Muncie Lowe's. "We've been here every day this week," said Rachel Sills. "If Lowe's wasn't here, I don't know where we'd go."

Delores Fowlkes, also of Muncie, was in the store with her handyman, Eric Burns, buying exterior paint. Fowikes said she has been frequenting the store since it opened seven years ago and she often drops by just to window shop.

"I come here three or four times a week; they're always getting new stuff, so I come in to get ideas for new projects," she said.

Most of the customers interviewed spent at least $100 that day and several estimated that they would spend more than $300. Others commented that Lowe's was the least expensive place in town.

"I check Lowe's first, then I always shop around, but I usually come back to Lowe's s," Green said.