How to Compete & Thrive in
a Walmart World
“Picking Walmart’s P.O.C.K.E.T.S”
SESSION #4
TALENT
Lions or Gazelles
Versus
Canadian Grizzly Bear
Talent
“How did Sam Walton get
hundreds of thousands of
employees to execute his
aggressive tactics?”
Answer:
“Sam Walton set very high
standards, and treated his
employees like business
partners.”
Talent
He 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 Institutes
S.I.F.E.
Students In Free Enterprise –
S.I.F.E.
Market Economics
Success Skills
Entrepreneurship
Financial Literacy
Business Ethics
Community Based Team Projects
Core Leadership Competencies
“People Skills”
1. Communication
2. Developing Others
3. Motivating Others
4. Customer Focus
5. Listening
Core Leadership Competencies
“Work Processes”
1. Continuous Improvement
2. Sense of Urgency
3. Team Development
4. Organization/Planning
5. Expectations/Accountability
6. Resolving Problems
Core Leadership Competeny
Integration
Interviewing
Hiring
Orientation
Training
Employee Opinion Surveys
Performance Appraisal
Promotional Opportunities
Walmart Empowers
People
“I saw average people
solving complex process
problems using TQM –
“Flow Charting”
Talent Lessons
The Walmart Way
Hire for attitude and teach skills
High performance from average people
Deal with non-performers
Promote from within
How to Compete & Thrive in
a Walmart World
“Picking Walmart’s P.O.C.K.E.T.S”
SESSION #4
SERVICE
Service
“What is the importance
placed on customers
and customer service at
Walmart?”
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
Internal Customer
Service
“Sam Walton demanded that internal
customer service at Walmart mirror
reflect the standards for serving his
external customers.”
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 Cheer
Who is number
One?
Service Lessons
The Walmart Way
One agenda – The Customer
Value Internal Customer Service
Stand behind your products / services
Empowerment – give people authority
Customer Survey
(Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know)
Satisfaction with Your Store
I am satisfied with my most recent shopping experience
I would recommend this store to my friends & neighbors
Product Availability & The Store
Store offers a wide selection of products and brands
Shelves are consistently well stocked
I can always find advertised specials in this store
I get a good value for the price I pay
I can find everything I want at this store
The store is well organized and easy to shop
Helpful Staff
It is easy to find help in this store when I need it
The employees treat me as a valued customer
Employees are friendly and helpful
Customer Survey
(Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know)
Checkout
Cashiers are attentive and helpful
I can get through the checkout lines quickly
Employees greet and thank me for my business
Produce
The produce I purchase is fresh and of high quality
Employees in the produce department are knowledgeable and helpful
The items I want are available when I shop the produce department
Meat and Seafood
Employees in the meat department are knowledgeable, friendly & helpful
Employees in the seafood department are knowledgeable, friendly & helpful
The meat and seafood I purchase are fresh and of high quality
I receive prompt, efficient service in the meat & seafood departments
Bakery
Employees in the bakery are knowledgeable and friendly
The items I want are available when I shop the bakery
I receive prompt efficient service when I shop in the bakery
Customer Survey
(Strongly Agree, Agree, Neither A or D, Disagree, Strongly Disagree, Don’t Know)
Deli
Employees in the deli are knowledgeable and helpful
The items I want are available when I shop at the deli
I receive prompt efficient service when I shop at the deli
Prepared Foods
Employees in the prepared food department are knowledgeable & helpful
The items I want are available when I shop in the prepared foods department
Pharmacy
Pharmacy employees are friendly and helpful
The pharmacist is available to speak with me when needed
The wai at the Pharmacy meets my needs
What is the most important thing this store could do to improve your shopping
experience at this store?
__________________________________________________________________
__________________________________________________________________
P.O.C.K.E.T.S.
Don’t Quit
How to Compete & Thrive in
a Walmart World
“Picking Walmart’s P.O.C.K.E.T.S”
P.O.C.K.E.T.S
Michael Bergdahl
International Speaker, Author &
Turnaround Specialist
Quito, Ecuador
Questions
?????????
Don’t forget to join my LinkedIn Group
www.michaelbergdahl.net