As of the writing of this article, the trends are significant when do-it-yourself buyers tell us where they shop and where they actually make their purchases especially for larger ticket items relative to home Depot, Lowes and Menards.
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A family owned Midwest chain of
When the other two giants in trmendous Box building materials retail, with more of a nationwide presence, buyers are studied, it is clear Lowe’s is the place shopped and home Depot is the buy venue.
These trends were first uncovered about 8 years ago, and seem to be holding in the same trend more recently.
There can be a number of reasons for the indicators, but presented are a glimpse of this author’s newer on-site, in-store observations. Actual product calculate acquisition and shops were conducted for this process in the departments listed. All opinions expressed are those solely of this researcher and not statistically relevant, since not every location of each retailer was shopped. But, in this researcher’s perspective, the shops further solidified the quantitative, statistically relevant trends assembled in previous studies. Shops were conducted from coast to coast over the past 9 months.
1) The level of in-store client service is higher in numerous visited Lowe’s locations than in the same came visiting city home Depot locations. When visiting those cities with all 3 retailers, including Menards, the people employed by Menards, principally in lumber and other building materials used in construction, were easier to find, more helpful and easier to ask questions of than both home Depot and Lowe’s. Wait times for help in this category were more favorable at Menards. Technical questions were answered more times properly at Menards, then Lowe’s, then home Depot in the structural building materials category of goods.
2) Merchandising and in-door procurement of structural building materials was better at Lowe’s than either home Depot or Menards, in this researcher’s perspective. Adjacent displays for selling and finding related needed items to accompany the main buy category was best at Lowe’s, worse at home Depot. The self serve yard at Menards for lumber and structural building materials is cumbersome, and the layout continues to be confusing.
3) When it came to creating decks and supplying material lists to buyers, there seemed to be less help at Menards, but the process at all 3 retailers was cumbersome, even with deck creating software – used absolutely by buyers and / or provided by in-store personnel. In this researcher’s perspective, the instinct of folks making appointments to design decks or leaving construction lists behind and only being given a lump-sum price annoys potential buyers.
4) In the cabinetry field, home Depot and Lowe’s are similar in help and understanding of the customer’s needs, however Home Depot gives the look to answer direct technical questions and understand lay out and design slightly better than Lowe’s. Menards in this category seems to lag, both from an assortment and a “friendly, we can help you” position. Few designers were aware of formaldehyde off gassing principally as it related to their lines of cabinetry.
5) The most knowledgeable sales associates for doors and windows are at Menards, then Lowe’s, then home Depot. numerous technical questions were incorrectly answered by all 3 retailers at every store came visiting. Fenestration is an field where all 3 could use a number of training. Only in-stock or displayed items were tested in this category.
As part of this series, the shops will recommence into the future, with sporadic articles as they become available in all departments of all three trmendous Box retailers. The opinions expressed in this article are the author’s opinions only and should not be construed as an endorsement of any retailer.John Cashmore is president of Market Resource associates, Inc. A Minneapolis, Minnesota based full service market research and marketing consultancy specializing in the building materials, kitchen and bath and lawn and garden industries.