Matthew Grant Gilman – Lowes Employee
On March 31, 2015 I had to make a trip to the Lowe's store closest to my home.
I needed to return two sheets of drywall and pick up more low-dust joint compound for a project at my own home.
The Customer Service Return desk is just to the left of the main door of the store, but the drywall stack is located 60 yards away under the porte cochere at the Contractor's Door.
I parked just outside of the main front door and started to walk to the Customer Service desk.
As I looked over my shoulder to make sure no cars were coming, I saw a young Lowe's employee, Matthew Grant Gilman.
"Good afternoon! Do you think you can help me in a moment unload the drywall from my truck after I do the paperwork inside? I'll meet you down at the Contractor's door in a few minutes."
Matthew responded, "Sure."
Here's Matthew Grant Gilman in his Lowe's safety vest. Thanks Lowe's for putting your faith in Matthew. Photo credit: Al Thurber
I proceeded inside and the nice young woman asked me how she could help me.
"I've got two sheets of drywall I'd like to return."
"Sir, you need to unload them first before I can issue the credit."
"Okay, I'll go do that. Will the people down at the Contractor's Entrance call you?"
"Sir, are those your two sheets of drywall?"
Puzzled by her question, I turned around.
Walking through the sliding doors was Matthew with my two pieces of drywall laying flat on a large shopping cart.
Without any help and realizing what the woman was going to tell me, Matthew took it upon himself to unload the heavy drywall and bring it into the store saving me a big hassle.
Now THAT'S CUSTOMER SERVICE!
I was so impressed I asked the woman if she'd take a photo of me with Matthew as I wanted many to see this ambitious young man who gets it - who can think ahead - who realizes what it takes to move the needle.
"Well, you should probably talk to the manager. Matthew, go find Kevin," she said.
To make a long story short, Al Thurber took the photo of Matthew and I.
Al's the Human Resources Manager at the Gilford, NH Lowe's. I gave Al and Matthew each one of my cards so that the folks at Lowe's could contact me about this story.
Thanks Al and thanks Matthew!
You've got a very bright future ahead of you Matthew!
NOTE TO AL and Lowe's: I suggest you do everything possible to keep Matthew happy. Once the word gets out to other employers in the area, Matthew is going to have a string of job offers.
Al told me someone from Lowe's Corporate Media Relations would call me to give the okay about publishing the photo of Matthew and I.
I waited all day yesterday for a call or email and didn't get one. I'm pretty sure Lowe's is going to be happy with this exposure, so I'm taking the chance and going ahead with publishing this story and the photo. What do you think?
Hopefully Lowe's does not go all corporate and discourage his initiative. Too many corporate types really don't get it, as may be evidenced by the slow approval response you experienced.
Lowe's has STILL NOT REACHED out to me. What a shame.
Great story. Yes, I have had customer service people who go out of their way to help, and others that go out of their way to get out of the way.
Congrats, Tim, for taking the time to publicly say "Thank You". People always take the time to complain, but rarely take the time to compliment. I have emailed Lowe's corporate on several occasions to compliment exemplary employees at my local Lowes. I have gotten the same form letter back, but always wondered if the kudos ever made it back down the chain to the local manager and back to the employee. - and if it ever made a difference.
Great job Matthew and great job for you recognising him. I worked at another home improvement store and like Matt went out of my way to help anyone anyway I could. Never lose that work ethic, its almost impossible to find now a days, keep up the good work !
Thank you for sharing your positive guest service experience. Matthew certainly does "get it". Matthew, if you decide to move south (Houston), you will be well received and can find a successful career in the hospitality industry. Food & Beverage Manager.
Thanks for encouraging the young man's initiative, it's a great thing that you've done. This is something that will stay with him for the rest of his life.
Good job Matt!
It's refreshing to hear about younger people with initiative.
I predict Matt will be moving up the job ladder a lot sooner than later!!
Great job, Mathew! You'll be going places! Your example of dedication to customer service is to be commended, especially by your management. I do a ton of business with Lowes and have had good relations with their employees. If they can't help me, they find someone who can. Really, Lowes, you need to take advantage of this publicity that Tim took the time to do for this young man.
Great Job Matthew!...too many in the "Customer Service" arena have no concept of what Customer Service is...I know first hand, as I have been in Customer Service for years, both as a previous business owner and on the other side, as an employee in Customer Service...I often find that not only at Lowe's, but at Home Depot, employees will often totally ignore you unless you specifically search an employee out if you need help...even those little buttons in some aisles don't do much good...
Lowe's should be honored to call Matthew an associate of theirs.
I like Lowe's. Not a fan of the other (orange) guys. Lowe's supports Habitat for Humanity with their annual "Women's Build". So they have a spirit of service that is consistent with hiring like-minded employees.
Keep up the great customer service Matthew!