Last week, we ordered five storage cabinets for the garage. The delivery was scheduled for Thursday. By the end of the day, there was no truck, no call, no update. When we called, we were told the delivery company did not have a flatbed truck available. Strike 1. They then promised it would arrive Friday.

Friday came, and again, nothing. This time the excuse was that someone at the shipping company “forgot to print the order.” Strike 2. They assured us Saturday would be the day, no worries.

Saturday mid-day arrived with the same result: no delivery. The new excuse? The truck broke down. Strike 3. Still, no backup plan, no sense of urgency.

Finally, totally fed up, my husband rented a truck, picked up all five massive boxes himself, and unloaded them with help at home. These boxes were 200 lbs each, and Lowe's shifted the entire burden to the customer, a ridiculous situation made completely unbearable.

This is not just a missed delivery. It is a breakdown in service across the board. Here is where Lowe's failed, and where every company should take note:

1. Communicate honestly and on time. Customers should never have to chase updates. If there is a problem, call right away, be transparent, and reset expectations.
2. Have a backup plan. Trucks break down, orders get misplaced, but that cannot be the end of the story. Always have an alternate vendor, driver, or process to fall back on.
3. Go the extra mile to make it right. If your truck breaks down, rent another. If you are short-staffed, send your existing team. Do not leave the customer carrying the weight, literally.

Service excellence is simple: show up, level up, and do not give up. Put your money where your mouth is.

Lowe's had three strikes at redemption, but instead of turning failure into a hero moment, they created a zero moment, one that defines what not to do. Sadly, we'd just started to try them out, after decades of loyalty to their biggest competitor. Now we have nothing but regret, and for good reason.

I’d love to hear your thoughts, have similar situations? What thoughts do you have on how companies can further embed that customer-centric culture in organizations? Do write to me and let's brainstorm together on ways we can improve them!