The following letter came in from one of our good Wal-Mart
“I would like to tell you what a
pleasure it is to shop at the Wal-Mart Stores. How nice it is to be greeted with
a smile and to have assistance in locating different items.
“The employees of both Jonesboro
stores are no nice and I especially want to tell you the people a the Pine
Bluff Wal-Mart are great.
“This day and time you begin to
wonder if people are still taught good manners and respect. I’ve shopped where
the employees were rude and acted as if they didn’t care if your shopped their
store—not so at Wal-Mart—there a person is treated like a human being.
“Thanks for developing Wal-Mart
What a thrill it is to get a letter like the one above, and
along with some that point out our problems, we do get many more positive ones
than negatives from our customers throughout our Wal-Mart Country.
At this time of year I can think of no better theme or
objective for all of us than to emphasize the obvious qualities that this
person felt so strongly about in our two Jonesboro, Arkansas and Pine Bluff
stores. So very simple—yet so very much appreciated by our customers.
A friend of mine, Bruce Brookshire of Brookshire Grocery
Co., call it “Aggressive Hospitality” and he and his people do practice it so
very well. Why not let us develop our own super Wal-Mart Aggressive Hospitality
Campaign? Let’s do it in every Wal-Mart store and throughout our Company for
this next most important 4th quarter of the year. Let’s be the most
friendly—offer a smile of welcome and assistance to all who do us a favor to
enter our stores. Why not? You wonderful caring associates can do it and do it
better than any other retailing company in the world.
Let me suggest you
collectively, with your servant-leader managers, brainstorm this one subject
soon—Wal-Mart Aggressive Hospitality—and come up with whatever suggestions and
ideas you can think of to make your own Wal-Mart store tops and the very best
place for our customers to shop. Let’s do go all out—let’s be the total
aggressor in each of our market places in being the best team of
people—enjoying our jobs, exuding friendship, happiness, assistance, service
and appreciation to our customers. A smile from front to back. We can, and
now’s the time. I’ll say no more and leave it with you.
How will you proceed in your store to accomplish this one
objective for this all important Holiday Season and beyond? Good luck and
thanks for all you’ve done to make this 1984 year our best ever so far.
P.S. As soon as possible, could you forward your own
customized plan for our store to our district managers. Let it be no more than
a one page outline and written on a legal pad or whatever, but let it be a
composite of your own ideas and let us then proceed to accomplish these very