How to Compete & Thrive in a Walmart World

TALENT

“Picking Walmart’s P.O.C.K.E.T.S”

SESSION #4

Lions or Gazelles

Versus

Canadian Grizzly Bear

Talent“How did Sam Walton get hundreds of thousands of employees to execute his

aggressive tactics?”

Answer:Answer:“Sam Walton set very high standards, and treated his employees like business

partners.”

TalentHe Gave his people

Responsibility & Authority via Empowerment & Ownership

Talent“Sam Walton Hired Average

People but Squeezed Above Average Performance

Out of Them”

Sam Walton’s Staffing Strategies

- Hired off the farms

- Promote from within “Picking them green”

- Demote non-performers

“Stepping down”

Sam Walton’s Talent Strategy

Hire the best

Provide the best training

Best place to work

Sam Walton Staffing Strategies

“Sam Walton used interviews to learn about his

competitors”

Walmart Bench Building Strategy

College Recruiting:100+ campuses

Retailing InstitutesS.I.F.E.

Students In Free Enterprise – S.I.F.E.

Market EconomicsSuccess SkillsEntrepreneurshipFinancial LiteracyBusiness EthicsCommunity Based Team Projects

Core Leadership Competencies “People Skills”

1. Communication2. Developing Others3. Motivating Others4. Customer Focus5. Listening

Core Leadership Competencies “Work Processes”

1. Continuous Improvement2. Sense of Urgency3. Team Development4. Organization/Planning5. Expectations/Accountability6. Resolving Problems

Core Leadership Competeny Integration

InterviewingHiringOrientationTrainingEmployee Opinion SurveysPerformance AppraisalPromotional Opportunities

Walmart Empowers People

“I saw average people solving complex process problems using TQM –

“Flow Charting”

Talent LessonsTalent LessonsThe Walmart WayThe Walmart Way

Hire for attitude and teach skillsHire for attitude and teach skills

High performance from average peopleHigh performance from average people

Deal with non-performersDeal with non-performers

Promote from withinPromote from within

How to Compete & Thrive in a Walmart World

SERVICE

“Picking Walmart’s P.O.C.K.E.T.S”

SESSION #4

Service“What is the importance

placed on customers and customer service at

Walmart?”

Answer: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.”

Sam Walton’s Customer Focus

Walmart Museum in Bentonville, Arkansas

“Sam Walton demanded that internal customer service at Walmart mirror reflect the standards for serving his

external customers.”

Internal Customer Service

Internal CS is like the Three Musketeers:

“It’s one for all and all for one!”

Sam Walton’s Customer Focus

“He visited every store, every year,

flying his own airplane”

Sam Walton’s Customer Focus

“He put the service desk in the front of

his stores.”

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

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

The Walmart CheerThe Walmart Cheer

Who is number One?

Service Lessons Service Lessons The Walmart WayThe Walmart Way

One agenda – The Customer One agenda – The Customer

Value Internal Customer ServiceValue Internal Customer Service

Stand behind your products / servicesStand behind your products / services

Empowerment – give people authorityEmpowerment – give people authority

Customer SurveyCustomer Survey(Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know)(Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know)

Satisfaction with Your StoreSatisfaction with Your StoreI am satisfied with my most recent shopping experienceI am satisfied with my most recent shopping experienceI would recommend this store to my friends & neighborsI would recommend this store to my friends & neighbors

Product Availability & The StoreProduct Availability & The StoreStore offers a wide selection of products and brandsStore offers a wide selection of products and brandsShelves are consistently well stockedShelves are consistently well stockedI can always find advertised specials in this storeI can always find advertised specials in this storeI get a good value for the price I payI get a good value for the price I payI can find everything I want at this storeI can find everything I want at this storeThe store is well organized and easy to shopThe store is well organized and easy to shop

Helpful StaffHelpful StaffIt is easy to find help in this store when I need itIt is easy to find help in this store when I need itThe employees treat me as a valued customerThe employees treat me as a valued customerEmployees are friendly and helpfulEmployees are friendly and helpful

Customer SurveyCustomer Survey(Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know)(Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know)

CheckoutCheckoutCashiers are attentive and helpfulCashiers are attentive and helpfulI can get through the checkout lines quicklyI can get through the checkout lines quicklyEmployees greet and thank me for my businessEmployees greet and thank me for my business

ProduceProduceThe produce I purchase is fresh and of high qualityThe produce I purchase is fresh and of high qualityEmployees in the produce department are knowledgeable and helpfulEmployees in the produce department are knowledgeable and helpfulThe items I want are available when I shop the produce departmentThe items I want are available when I shop the produce department

Meat and SeafoodMeat and SeafoodEmployees in the meat department are knowledgeable, friendly & helpfulEmployees in the meat department are knowledgeable, friendly & helpfulEmployees in the seafood department are knowledgeable, friendly & helpfulEmployees in the seafood department are knowledgeable, friendly & helpfulThe meat and seafood I purchase are fresh and of high qualityThe meat and seafood I purchase are fresh and of high qualityI receive prompt, efficient service in the meat & seafood departmentsI receive prompt, efficient service in the meat & seafood departments

BakeryBakeryEmployees in the bakery are knowledgeable and friendlyEmployees in the bakery are knowledgeable and friendlyThe items I want are available when I shop the bakeryThe items I want are available when I shop the bakeryI receive prompt efficient service when I shop in the bakeryI receive prompt efficient service when I shop in the bakery

Customer SurveyCustomer Survey(Strongly Agree, Agree, Neither A or D, Disagree, Strongly Disagree, Don’t Know)(Strongly Agree, Agree, Neither A or D, Disagree, Strongly Disagree, Don’t Know)

DeliDeliEmployees in the deli are knowledgeable and helpfulEmployees in the deli are knowledgeable and helpfulThe items I want are available when I shop at the deliThe items I want are available when I shop at the deliI receive prompt efficient service when I shop at the deliI receive prompt efficient service when I shop at the deli

Prepared FoodsPrepared FoodsEmployees in the prepared food department are knowledgeable & helpfulEmployees in the prepared food department are knowledgeable & helpfulThe items I want are available when I shop in the prepared foods departmentThe items I want are available when I shop in the prepared foods department

PharmacyPharmacyPharmacy employees are friendly and helpfulPharmacy employees are friendly and helpfulThe pharmacist is available to speak with me when neededThe pharmacist is available to speak with me when neededThe wai at the Pharmacy meets my needsThe wai at the Pharmacy meets my needs

What is the most important thing this store could do to improve your shopping What is the most important thing this store could do to improve your shopping experience at this store?experience at this store?________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

P.O.C.K.E.T.S.

Don’t Quit

How to Compete & Thrive in a Walmart World

Michael Bergdahl International Speaker, Author &

Turnaround SpecialistQuito, Ecuador

“Picking Walmart’s P.O.C.K.E.T.S”

P.O.C.K.E.T.S

Questions

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