The Wal-Mart Culture
Wal-Mart Stores, Inc. was founded on principles developed
by Sam Walton. These principles carried out every day by hard-working
and friendly associates have created a unique corporate culture
that is key to Wal-Mart's competitive edge.
The basic beliefs guiding Wal-Mart Stores, Inc. are:
Service to the Customer
Serve customers by making them our first priority. The customer is the boss. Everything possible is done to
make shopping at Wal-Mart and SAM'S CLUB a friendly, pleasant
experience. The "Ten-Foot Attitude" means that associates
are to greet each person they see. The "Satisfaction
Guaranteed" refund and exchange policy allows customers
to be fully confident of Wal-Mart and SAM'S CLUB's merchandise
Support our associates so they can best serve our customers
Give to the local community in ways that connect to our customers
Respect for the Individual
Every associate's opinion is respected. Value and recognize the contributions of every associate. Managers
are considered "servant leaders" who help new associates
realize their potential through training, praise and constructive
Communicate by listening to all associates and sharing ideas and information. An "open door" management philosophy encourages associates to raise questions and concerns in an open atmosphere.
Own what you do with a sense of urgency and empower each other to do the same
Strive for Excellence
Innovate by trying new ways of doing things and improving every day
Model a positive example as we pursue high expectations
Work as a team by helping each other and asking for help
Wal-Mart and SAM'S CLUB associates share an exceptional commitment to customer satisfaction. At the start of each day, store associates gather for the Wal-Mart or SAM'S CLUB cheer and review sales from the previous day, as well as discuss their daily goals. "The Sundown Rule" requires a continual sense of urgency, with questions asked in the morning answered before the end of the day.
Act with Integrity
Be honest by telling the truth and keeping your word
Be fair and open when dealing with associates, suppliers, and other stakeholders
Be objective by making decisions based solely on Walmart’s interests, while operating in compliance with all laws and our policies
"All Associates work for the customers
who buy our merchandise. In fact, the customers 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
"The undeniable cornerstone of Wal-Mart's success can be traced back to our strong belief in the dignity of each individual we view our associates as much more than a pair of hands to do a job, but also as a wonderful source of new ideas. Our people really do make a difference! "
---- Don Soderquist
Senior Vice chairman
Wal-Mart Stores, Inc.