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How to Compete & Thrive in a Walmart World TALENT “Picking Walmart’s P.O.C.K.E.T.S” SESSION #4
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Lions or Gazelles Versus Canadian Grizzly Bear
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Talent “How did Sam Walton get hundreds of thousands of employees to execute his aggressive tactics?”
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Answer: “Sam Walton set very high standards, and treated his employees like business partners.”
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Talent He Gave his people Responsibility & Authority via Empowerment & Ownership
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Talent “Sam Walton Hired Average People but Squeezed Above Average Performance Out of Them”
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Sam Walton’s Staffing Strategies - Hired off the farms - Promote from within “Picking them green” - Demote non-performers “Stepping down”
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Sam Walton’s Talent Strategy Hire the best Provide the best training Best place to work
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Sam Walton Staffing Strategies “Sam Walton used interviews to learn about his competitors”
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Walmart Bench Building Strategy College Recruiting: 100+ campuses Retailing Institutes S.I.F.E.
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Students In Free Enterprise – S.I.F.E. Market Economics Success Skills Entrepreneurship Financial Literacy Business Ethics Community Based Team Projects
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Core Leadership Competencies “People Skills” 1.Communication 2.Developing Others 3.Motivating Others 4.Customer Focus 5.Listening
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Core Leadership Competencies “Work Processes” 1.Continuous Improvement 2.Sense of Urgency 3.Team Development 4.Organization/Planning 5.Expectations/Accountability 6.Resolving Problems
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Core Leadership Competeny Integration Interviewing Hiring Orientation Training Employee Opinion Surveys Performance Appraisal Promotional Opportunities
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Walmart Empowers People “I saw average people solving complex process problems using TQM – “Flow Charting”
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Talent Lessons The Walmart Way Hire for attitude and teach skills High performance from average people Deal with non-performers Promote from within
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How to Compete & Thrive in a Walmart World SERVICE “Picking Walmart’s P.O.C.K.E.T.S” SESSION #4
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Service “What is the importance placed on customers and customer service at Walmart?”
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Answer: “The focus of all of Walmart’s Strategies and Tactics, across its entire supply chain, are driven by the need to improve the customer’s experience.”
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Sam Walton’s Customer Focus Walmart Museum in Bentonville, Arkansas
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“Sam Walton demanded that internal customer service at Walmart mirror reflect the standards for serving his external customers.” Internal Customer Service
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Internal CS is like the Three Musketeers: “It’s one for all and all for one!”
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Sam Walton’s Customer Focus “He visited every store, every year, flying his own airplane”
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Sam Walton’s Customer Focus “He put the service desk in the front of his stores.”
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Sam Walton’s Legendary Service Standards The customer is the boss “99.9% of Customers are honest” “What you like us to do?” 2 rules of Customer Service
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Who is the real boss? “The customer is the boss and can fire each and every one of us by simply spending their money elsewhere” Sam Walton
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The Walmart Cheer Who is number One?
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Service Lessons The Walmart Way One agenda – The Customer Value Internal Customer Service Stand behind your products / services Empowerment – give people authority
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Customer Survey (Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know) Satisfaction with Your Store I am satisfied with my most recent shopping experience I am satisfied with my most recent shopping experience I would recommend this store to my friends & neighbors I would recommend this store to my friends & neighbors Product Availability & The Store Store offers a wide selection of products and brands Store offers a wide selection of products and brands Shelves are consistently well stocked Shelves are consistently well stocked I can always find advertised specials in this store I can always find advertised specials in this store I get a good value for the price I pay I get a good value for the price I pay I can find everything I want at this store I can find everything I want at this store The store is well organized and easy to shop The store is well organized and easy to shop Helpful Staff It is easy to find help in this store when I need it It is easy to find help in this store when I need it The employees treat me as a valued customer The employees treat me as a valued customer Employees are friendly and helpful Employees are friendly and helpful
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Customer Survey (Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know) Checkout Cashiers are attentive and helpful Cashiers are attentive and helpful I can get through the checkout lines quickly I can get through the checkout lines quickly Employees greet and thank me for my business Employees greet and thank me for my businessProduce The produce I purchase is fresh and of high quality The produce I purchase is fresh and of high quality Employees in the produce department are knowledgeable and helpful Employees in the produce department are knowledgeable and helpful The items I want are available when I shop the produce department The items I want are available when I shop the produce department Meat and Seafood Employees in the meat department are knowledgeable, friendly & helpful Employees in the meat department are knowledgeable, friendly & helpful Employees in the seafood department are knowledgeable, friendly & helpful Employees in the seafood department are knowledgeable, friendly & helpful The meat and seafood I purchase are fresh and of high quality The meat and seafood I purchase are fresh and of high quality I receive prompt, efficient service in the meat & seafood departments I receive prompt, efficient service in the meat & seafood departmentsBakery Employees in the bakery are knowledgeable and friendly Employees in the bakery are knowledgeable and friendly The items I want are available when I shop the bakery The items I want are available when I shop the bakery I receive prompt efficient service when I shop in the bakery I receive prompt efficient service when I shop in the bakery
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Customer Survey (Strongly Agree, Agree, Neither A or D, Disagree, Strongly Disagree, Don’t Know) Deli Employees in the deli are knowledgeable and helpful Employees in the deli are knowledgeable and helpful The items I want are available when I shop at the deli The items I want are available when I shop at the deli I receive prompt efficient service when I shop at the deli I receive prompt efficient service when I shop at the deli Prepared Foods Employees in the prepared food department are knowledgeable & helpful Employees in the prepared food department are knowledgeable & helpful The items I want are available when I shop in the prepared foods department The items I want are available when I shop in the prepared foods departmentPharmacy Pharmacy employees are friendly and helpful Pharmacy employees are friendly and helpful The pharmacist is available to speak with me when needed The pharmacist is available to speak with me when needed The wai at the Pharmacy meets my needs The wai at the Pharmacy meets my needs What is the most important thing this store could do to improve your shopping experience at this store? __________________________________________________________________ __________________________________________________________________
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P.O.C.K.E.T.S.
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Don’t Quit
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How to Compete & Thrive in a Walmart World Michael Bergdahl International Speaker, Author & Turnaround Specialist Quito, Ecuador “Picking Walmart’s P.O.C.K.E.T.S” P.O.C.K.E.T.S
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Questions ????????? Don’t forget to join my LinkedIn Group www.michaelbergdahl.net
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