In a world where negative reviews and customer complaints often reign supreme, positive feedback is a welcome bright spot for those who receive it, those who give it and those who simply witness it.
That’s why recognizing associates who go above and beyond when it comes to customer service is something Lowe’s strives to make part of its everyday culture. One way the company does this is by passing along positive comments submitted through customer feedback surveys.
One particular associate at the Lowe’s of St. George, Utah racked up more positive comments than most.
Robert, thank you for providing A+ customer service while I was in your store… You made it feel like Lowe’s truly cares about me as a person.
His name is Robert Bruce. He’s only been with the company for about eight months, but in that short amount of time, his store manager says he’s received more customer compliments than any other associate in his store.
A big shout out to Robert for taking the extra time to help an elderly person and for making my wife happy.
“He averages one amazing compliment every two to three days,” said Store Manager Ben Kohler. “He is impacting our customers enough that they call in and use his name over and over.”
Would you please tell Robert how thankful we are for all of his patience and help he gave us yesterday?
One example of his exemplary service was a simple interaction with a mother and her son, who has autism. Robert asked the son if he would like to help him cut down the shelves his mom was shopping for and made him feel involved in the process. Robert then let the son help load up the cart and told him “great job”. The mother said her son was beaming as they left the Lowe’s store and her son even turned back and waved at Robert as they left – something he wouldn’t normally do. Her customer feedback email ended with this:
This might seem trivial to most, but to a mother who has an autistic son, it meant the world to us. Please tell Robert how truly blessed we were for having him give us not only great customer care but how he treated us as human beings.
Like so many who have a servant heart, Robert is quick to write off the dozens of compliments that come his way with a simple, “I just think I enjoy my job.” He does, however, credit his positive attitude to his eight years serving in the U.S. Army.
“I don’t think there’s a secret sauce,” he said. “I found my calling in the military in high school and it taught me discipline, so I’ve always come in with a positive discipline and my 100 percent attitude.”
Hello Robert, I personally wanted to thank you for the wonderful service you provide my mother, Delores, while she was shopping at Lowe’s yesterday.
Kohler says it’s not just Robert’s attitude that wins over customers, it’s also his impeccable work ethic.
“He runs while loading, getting carts and has the most amazing service in the store with every customer… and, not exaggerating, he speed walks with a purpose to the next one,” Kohler laughed.
Mr. Robert, thank you for your wonderful customer care… Never have I had someone walk me to my car and load it up with my stuff.
To Robert, that extra time is what makes all the difference. And when paired with a positive attitude, there’s no customer he can’t help.
“There’s helping somebody and then there’s doing the right thing,” he said. “If I just take that extra 20 seconds.”
Wanted to thank Robert for his excellent customer service he gave me on my visit to Lowe’s.
