FANTASTIC customer service experience. I had a leak in the main water supply just before the meter in my basement and, consequently, had to shut off the water to our entire house to fix it. After replacing a valve and the leaky section of copper pipe, I needed an unusual brass coupling that connected to an elbow fitting and the water meter in my basement. I could have used the original piece, but was unable to disconnect it from the elbow fitting. It wouldn't budge despite an hour's effort that included a vice, various wrenches, blow torch, CLR, a little WD40 and a lot of cursing. Because they're the closest hardware store, I went to Home Depot, but they didn't have the part. I was patiently waiting to talk to their plumbing guy, but when it got to my turn, he cut me off to assist someone else because another employee interrupted to ask for his help. When he eventually got back to me, he took one look at the part I brought with me (still joined to the stubborn fitting) and was immediately dismissive; "We don't have that part." That's the typical reaction I get at Home Depot when they don't have a part to sell me, no advice and, if asked, they'll further assure me Lowe's won't either (although I've discovered that sometimes Lowes does). This didn't used to be the case; Home Depot used to have great service, but apparently that changed years ago. Since I knew the pro forma response, I didn't bother to ask, and rushed off to check Lowes, painfully aware that it was almost closing time.
I got to Lowes just before 7pm on Sunday. Even though they did have a better selection of plumbing fittings, I still couldn't find any that would work. I was rechecking in vain when closing was announced. Five minutes after closing, I was still looking when an employee, a younger guy named Mike, came by and asked if he could help (rather than pointing out that they were closed and I should get moving). He confirmed that I needed a proprietary part from the water company, but tried to think of a workaround using their fittings or, alternatively, where I should try to find it Monday. After I mentioned it was a shame I couldn't disconnect the original, he lit up and immediately offered to try using their heavy-duty pipe wrenches. The initial efforts - solo and in tandem - were as effective as mine were at home, but he refused to give up. After struggling with it for roughly ten minutes, there was a little movement and, shortly thereafter, he had it free! Needless to say, I was thrilled and profusely thanked him. I had the part I needed (it didn't cost me a dime) and I was able to finish my repair and get the water turned back on to the house that night.
Good customer service is, unfortunately, not as common as it used to be - so it's even more of a differentiator nowadays that we should reward with our business. Lowes will be my first stop for all home repairs from now on. As a side note ... My 11 year-old son was with me on the hardware run. It was he who pointed out that the guy's name was Mike and suggested I call the manager with a recommendation. That was a great idea - one I followed up on the next day. Out of the mouths of babes. All too often, we're quick to track down a manager if we have a complaint, but forget that it's nice for everyone all around when we have something positive to relay. read more
