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:
Respect for the Individual
Every associate's opinion is respected. Managers are considered "servant leaders" who help new associates realize their potential through training, praise and constructive feedback. An "open door" management philosophy encourages associates to raise questions and concerns in an open atmosphere.
Service to the Customer
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 and quality.
Strive for Excellence
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.
"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.