Today I was looking for two cedar boards to replace two broken boards I have in my yard’s wooden fence. I went to Lowe’s and walked into the lumber yard. Right away, on the end cap closest to the entrance were wooden pickets. But they were too wide, I needed the ones that were four inches wide. I made a circuit of the lumber area and saw no other pickets. As I returned to my original point near the lumber yard’s entrance, I saw a Lowe’s employee behind the Project desk. There was no one else there although she was on the phone. I walked up and waited for a minute until she finished her call. I asked her if they had any other pickets and she told me that they were in the Garden section all the way in the back.
Now, if you’re familiar with Home Depot and Lowe’s, you know how big the stores are. You also know that the lumber yard and the Garden area are on opposite sides of the building. I would have never thought to look in the back of the Garden section for lumber.
What if my patience with the employee ran out because she didn’t get off the phone? I can tell you that I would have walked out and gone to Home Depot.
All it would have taken was for Lowe’s to put up a small point of sale sign that said, “Four-inch pickets availed in the Garden area.”
I’ve had similar experiences in other retail outlets.
Have you checked to see if your store’s point of sale signs are up to date? Here are a couple of suggestions for point of sale signs that I would find helpful:
Yes, we have additional inventory in the back.
We’d be glad to finance it for you.
If you don’t see it here, we can usually order it and have it within 3 days.
Are you sure you’re just looking? Our associates are friendly and fun to work with.
Updating your point of sale advertising only costs a few dollars. Make sure you’re paying attention to the little things. They may help you gain brand new customers.
PS: You can read more of my customer service posts over at Customer Service Experience.