Essay On Lowe's

Corporate Social Responsibility challenges businesses to go beyond the general practices of customer service from a social standpoint. This tool has enhanced many companies into doing what is social right among society. Lowe’s has gained many third-party vendors by being socially responsible in many of the business practice. The framework of corporate social responsibility has engaged society to look further into Lowe’s and hold them responsible for the customer service and the product that they sell. Social media has facilitated a two-way communication with companies paying attention to social media postings and responses. I believe that social media plays more as the devil’s advocate in some social posting. Corporate websites contain

information about the product and services from a commercial standpoint. Organizations are given the ability to provide information directly to consumers on social media cites. Companies have consumers more engaged with certain products using the awareness with social media. The virtual world is open to both companies and consumers. Social media as provided a platform for many companies to showcase the great things that are going on with the company. The customers can give a company a bad reputation that could hinder future sales (Adi, Grigore, & Crowther, 2015, p. 39). Social media can destroy a reputation in just a views, comment and shares. Lowes has more than three million fans on Facebook alone. Consumer will generate positive outcomes with the company does well with CSR. The efforts of retaining customers is based on the communication that is given at the time of the sale, install, and the call to ensure that the customer is satisfied with the product. Misbehavior is more easily monitored and widely spread on social media cites. The character of an organizations is defined on social media with today’s society. Many people search the internet for companies and go over reviews and determine where they want to spend money. Social media plays a power part in many consumer’s decisions on what companies they will get product from.
The pyramid by Archie B Carroll that is based on CSR prove that these contents are necessary for a company to stay socially acceptable. Philanthropic has had a great impact with Lowes. Lowes has several programs that help with the community throughout the year such as Habitat for Humanity, Educational Foundation, back to school supply drive and over ten other organizations donations are given to regularly. Employees gave more than one million dollars and Lowes did match the fifty percent of monies given (Lowes, 2016). This improves morale, increase staff retention and builds relationships beyond just monetary. Ethical responsibility Lowes takes great pride helping customers love where they live. The challenge has been with the third-party vendors that are so ethical when doing installs. Many customer complain of craftmanship, items taken or not being professional. Ethically Lowes does not want their reputation slandered due to the partnership with another company. Third party companies are held liable and responsible for installations as Lowe’s. Treating everyone equally in the workplace has some ethical challenges. Some third -party vendors do not have the same set of values or morals. Often this is not displayed in when hiring the vendor. Unfortunately, after complaints and bad craftmanship issues come to the forefront and Lowe’s is left with the job of resolving the problems for the customer.
Developing a relationship between the customer and the company is very important for retainable and future business.

To have control over CSR it is best to have an open line of communication with the people that are effected by issues. Lowe’s does have a corporate complaint phone number and email address for these types of issues. Sometimes the customer’s reaction can be based off emotions and not primarily facts. Lowe’s still has a responsibility to address the customer in a timely fashion with empathy in order. Many issues come from employees not following up with a customer when it comes to simple needs. This effect the trust that a customer has in the company. Understanding the customer’s business needs is very vital to the company. Assuring that the customer has the service provided as stated in the Lowe’s values can make a huge difference with the customer. The ability to gain a customer’s trust and confidence can gain more moral value and retain a customer (Verman, 2015, p. 57). The customer’s expectations if for Lowe’s installs to get the service right the first time. This includes the timing and error free for the services that was purchased. Reliability plays a major role in corporate social responsibility by maintaining an ethical and legal responsibility within the company (Saghier, 2013). Company growth depends on reliability and trust of the company. According to Matt Buchanan “Customers want the problems resolved and it is not all about monetary. Getting the customer taken care of is our priority”. For most customer’s this is true if there is a minor fix that needs to be made in the home. Many consumers just want what they pay for installed correctly. These are simple fixes that can be resolves easily with employees and vendors having the knowledge about the product and what is needed to satisfy the customer. If not fixed in a timely manner. Due to the phone calls that I have taken to resolve issues many people do want some type

of compensation for their time and pain and suffering. Lowe’s expense account can increase dealing with compensation that is given to the customer. Compensation classes along with customer resolution classes could decrease the amount of compensation given to the customer. Skills can increase performance allowing an employee the ability to determine how to satisfy a customer (Sung & Ashton, 2016, p. 26). Customer service will have some services that do not meet the customer standards. Perception of what the customer expects and the actual product or service could vary depending on many levels. Customers want honesty when purchasing a product, this includes duration, how to clean the product and any flaws. Lowe’s does offer what to except in the contract given to the customer, but, there is something that are missed. The salesman should be held accountable for ensuring the customer has all knowledge of the product and services. Educating employees on how to handle these instances has been proven that this skillset could be a basic training class. Most of the employees that get compensation calls cannot handle the pressure of the customer yelling and stating what they want from the company. Not handling the issues accordingly has created a culture at the Lowe’s Central Production office. Satisfaction influences relative attitude, repurchase, and recommendation to others.
Policy and procedures for handling customer can help increase the quality of customer service. High quality of customer service increases profit, cost sharing and market shares. Understanding the nature of the business has increased the goals in the company. Gaps in the process has cause for many consumers to not want association with Lowe’s. There must also be clear definitions of goals, expectations, and deliverables. There must also be clear definitions of goals, expectations, and deliverables. Implementations require that key people throughout the organization create a clear, compelling vision of how the company should operate to satisfy customers, empower employees ("Enterprise resource planning: Implementation procedures and critical success factors," 2003). Knowing the scope of the business by processes can create a clear objective for a positive outcome. These implementations could create a more inviting culture when it comes to processing complaints and speaking about compensation. Tish Dowdy stated that “if there were a clear process Lowe’s could hold employees accountable for not following procedures”. At this very time, there is not any real consequences for how the customer is handled and the outcome of the compensation.