SERVICE TO OUR CUSTOMERS
Sam Walton said many times that customer service distinguishes our Company from all others. In his words, "Give customers what they want - and a little more. Let them know you appreciate them. Make good on all your mistakes, and don't make excuses, apologize. Stand behind everything you do. The two most important words I ever wrote were on the first Wal-Mart sign - 'Satisfaction Guaranteed'."
THE CUSTOMER IS THE REAL BOSS
"All Associates work for the customers
who buy our merchandise. In fact, the customer can fire everybody
in our Company. And they can do it by simply spending their money
somewhere else. The greatest measure of our success is how well
we please the customer, 'Our Boss'. Let's all support Aggressive
Hospitality and have our customers leave 100% satisfied every day."
The Founder of Wal-Mart
Simply stated, this means doing everything we can to please you. Repair, exchange, or refund with a thank-you and a smile. You are our livelihood. Our job is to make you feel like you are the most important part of our business by meeting your needs and exceeding your expectations.
"Exceed your customers' expectations. If you do, they'll come back over and over. Give them what they want, and a little more."
The Founder of Wal-Mart
This rule says that all Associates should respond to calls from -- customers, suppliers or other associates by sundown of the day they are received. This is just one example of our commitment to friendly customer service. Responding quickly to you shows that we care. We won't always solve every problem or complete every task before sundown, but by keeping you informed we demonstrate one of the foundations of our Company that we care.MEET YOU AND GREET YOU
One way of meeting your needs and exceeding your expectations is practicing aggressive hospitality. For example, if you ask our associates where a product is:
- Meet your needs by showing you where the department is.
- Exceed your expectations by taking you to the product.
We encourage our associates to make you feel welcome when you visit our store. We recruit and hire people who like to smile, look you in the eye, and greet everyone who comes within 3 meters. We call this the "3-Meter Rule". If at all possible, we like to call you by name.
The People Greeter program is one example of Wal-Mart's aggressive hospitality that started a trend. The People Greeter has the unique responsibility of meeting and welcoming you as you enter Wal-Mart facilities. The People Greeter has many responsibilities, including the job of handing out shopping carts, greeting you with a smile, and letting you know we're glad you came to Wal-Mart.
Thank you for shopping our stores. We appreciate the opportunity to serve you. We are continuously working to improve our business to meet your needs, and exceed your expectations. Be sure and let us know how we can improve.
If you have not been able to visit our stores, please be our guest. We look forward to seeing you soon!Customer Service Rules
Rule # 1: The customer is always right!
Rule # 2: If the customer happens to be wrong, refer to Rule # 1.