Exceed Customers' Expectations
At Wal-Mart, we receive letters daily from customers praising individual associates for giving exceptional service. Sometimes they write to express their appreciation for services as simple as a smile, an associate remembering their name or someone carrying out their purchases for them. Other times they write of incidents that seem almost heroic - for instance, Sheila who risked her own safety when she jumped in front of a car to prevent a little boy from being struck, Phylis who administered CPR to a customer who had suffered a heart attack in her store, Joyce who threw a plate on the floor to assure a young mother that a set of dishes was truly unbreakable and Annette who gave up the Power Ranger she had on layaway for her own son so that a customer's son could have his birthday wish.
Years ago, Sam Walton challenged all Wal-Mart associates to practice what he called "aggressive hospitality." He said "Let's be the most friendly - offer a smile of welcome and assistance to all who do us a favor by entering our stores. Give better service - over and beyond what our customers expect. Why not? Your wonderful, caring associates can do it and do it better than any other retailing company in the world . . . exceed your customers' expectations. If you do, they'll come back over and over again."
As Wal-Mart associates we know it is not good enough to simply be grateful to our customers for shopping our stores - we want to demonstrate our gratitude in every way we can! We believe that doing so is what keeps our customers coming back to Wal-Mart again and again.