Roanoke Times
Copyright (c) 1995, Landmark Communications, Inc.
DATE: SUNDAY, January 24, 1993 TAG: 9301260250
SECTION: ECONOMY PAGE: EC-2 EDITION: METRO
SOURCE: SANDRA BROWN KELLY STAFF WRITER
DATELINE: LENGTH: Medium
COMPANIES, CUSTOMERS ADJUSTING TO CHANGES
Doug Campbell and Fred Coates between them have almost 40 years of service to the same company. And they've built eight houses.The number of houses is significant only because it demonstrates that the two Lowe's Cos. managers are good consumers for the industry in which they work.
They both also are positive thinkers who believe the secret of their company - of any company - is to listen to customers and respond to them.
"It used to be we did [it] the way we wanted to . . . and the customer worked around it," said Coates. "With the focus on customers, you listen to them."
Adjustment is the key, they say. Adjustment to customers' wants. To changing business practices.
"As the job demands it, you learn to adjust your time and situations," said Campbell.
Both confess they wish they had more leisure time. Coates would master golf and Campbell would spend more time at his new Smith Mountain Lake home, where he could do some of the handyman chores he now hires out.
However, the do-it-yourself things that they don't have time to do has become increasingly important business for their company.
Lowe's regularly runs how-to seminars in its stores, and a recent one at the Salem store was a snapshot of just how things are these days.
Meet George Allen, the instructor. He had been working for Lowe's a little more than a month. Before that, Allen worked for nine years with McClung's Lumber of Salem.
Allen said he found out when his last work day would be at McClung's by reading a story in the newspaper.
McClung's, a home-grown building supply company, decided to quit competing for retail business with the likes of Lowe's and chose instead to concentrate on custom woodworking where it has a comparative advantage.
McClung's can do the small jobs that Lowe's can't afford to do with its large-volume operation.
It's a symbiotic relationship. Lowe's workers even send customers with special wood needs to McClung's.
The turnout was small on the night Allen explained wallpapering techniques. It was a rainy Thursday.
The audience consisted of Glenn Adams and Lee Hall and the reporter and photographer who were there to find out how people felt about the economy.
Glenn Adams said he has no particular worry about the economy. He's comfortable with his job at Appalachian Power Co. He's not distressed financially.
But, Adams came out to the wallpaper clinic because he's doing some remodeling at his house and thought he would do some of the work.
"I've seen the time I would have hired someone to do it. Now, I do it myself," said Adams.
Hall was in a slightly different situation.
He said he has become more frugal in his spending habits since he took a buyout last year from C&P Telephone Co.
When C&P streamlined its operation, Hall, a 34-year-employee, had the option of a job change or a buyout.
He said he had planned to retire in another two years anyway, so he opted out.
Now, so that he and his wife can maintain their lifestyle - which included a Florida vacation over the holidays - they are more careful consumers, said Hall.
"We look for bargains. If we don't need something, we don't buy it," he said.
And he does more of the home projects.
Hall said he encountered some real surprises in trying to set up investments with money he received from the job buyout. He heard from plenty of financial planners who wanted his business, but most of them also wanted large up-front fees and several hundred dollars just to analyze his financial situation.
"I went with one that didn't charge a fee," said Hall.
As a group, participants at the clinic were optimistic, about the economy as well as about hanging wallpaper.
Adams said he thinks most people are hesitant to make large purchases right now. Hall suggested that the military situation in Iraq was creating some consumer tension.
And they agreed that the economy is likely to stay about where it is for a couple of years.
Even Allen said his job loss probably turned out for the best because he had a chance to begin over with a larger company.