I had worked for Lowe's for seven years started:
2 months as CSA (03)
1 1/2 yrs as team lead (04)
3 yrs as dept. mgr. (04-07)
2 1/2 yrs as zone mgr. (07-10)
As a zone manager (senior management) you are incharge of handling anywhere from 15-50 employees daily and customers. (1) Of the problems is at my location you are empowered to take care of customer, that is not always the case customer comes in wants food processor (discontinued/non stock) reg. $149 now $99 had checked with Hanford store in CA. they didn't have so customer. came to our location Clovis, CA. we had display and one in box customer asked to by display told him sure absolutely. great I took care of them so it seems, nope they come back about five minutes later and returned it. I had seen product and questioned employee in returns they said customer was unhappy he wanted to buy the one in the box, which I would have sold him if he would have asked but he said quote (can I buy your display, at no point did he ever mention the box unit. So he then leaves and calls our 1-8oo-44-lowes customer care center and tells them I was rude and unfriendly if you get any of those complaints they will find any reason big or small to railroad you out. All a customer has to do is say you were rude and unfriendly you have no recourse to defend your customer is always right.
(2) A Customer comes in to buy a ladder for a 30ft ceiling. A sales specialist (expert knowledge) sells her a 17ft ladder. As I walked by the register I hear her say that this ladder is on sale from $150 to $125 ok no problem then she starts telling me about her project (remember 30ft ceiling) I told her she needs a larger ladder min 22ft she tells me the person that helped her said a 17ft would work, I tried to explain it to her but she felt that I was talking down to her because she was a woman. She immediately left the store and called 1-800-44-lowes and said I was rude and unfriendly.
(3) A commercial customer comes in and asks since he was purchasing a several special order windows if we would give him 10% off we do this as a courtesy to commercial customers not always it just depends what/how much you buy, no problem he was told he ten goes to millworks dept that's where windows and doors are sold. A sales specialist helps him at the end of order process he whips out an ad for 20% off. Our system at Lowe's does not allow you to double dip use two discounts at same time so after lowering prices of windows at millworks desk to try to accommodate. He goes to register and tries to get his 10% it won't work so after about two hours I finally get it done by lowering all prices. He pays then leaves. Sales specialist tries to order product but screws up order by not order correctly (two tines). So windows come in wrong customer is pissed of at me because specialist ordered wrong. I later found out that Customer and specialist know each other and set me up about the double dipping. Oh yes specialist has cost Lowe's thousands of dollars because of his mistakes. He is still employed and IM not.
While I was employed as a ZONE MGR with Lowe's I had the highest rate of customer compliments, and about 90% of the employees liked me (as senior management) because they could count on me to be there when they needed help they could call me for anything and I would actually answer my phone work phone.
So what the STORE MANAGER did got statements from 7 employees saying that i was rude and hard to work with.
The surprising thing is that of the seven:
2 employees have had problems with every person in management.
1 of the 2 has been moved to 4 different positions in the store so he can be watched better(babysat).
the other 4 all directly work with each other and collaborated on their stories to make me out to be the bad.
There are approx.15 20 employees that should have been or should still be let go. Don't know why they're still employed. They have documented records that show poor work habits, attendance issues far exceeding the policies.
There is no consistency to discipline. Not the same for all.
Product or Service Mentioned: Lowes Manager.