how to compete & thrive in a walmart world talent “picking walmart’s p.o.c.k.e.t.s”...
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How to Compete & Thrive in a Walmart World
TALENT
“Picking Walmart’s P.O.C.K.E.T.S”
SESSION #4
Lions or Gazelles
Versus
Canadian Grizzly Bear
Talent“How did Sam Walton get hundreds of thousands of employees to execute his
aggressive tactics?”
Answer:Answer:“Sam Walton set very high standards, and treated his employees like business
partners.”
TalentHe 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 InstitutesS.I.F.E.
Students In Free Enterprise – S.I.F.E.
Market EconomicsSuccess SkillsEntrepreneurshipFinancial LiteracyBusiness EthicsCommunity Based Team Projects
Core Leadership Competencies “People Skills”
1. Communication2. Developing Others3. Motivating Others4. Customer Focus5. Listening
Core Leadership Competencies “Work Processes”
1. Continuous Improvement2. Sense of Urgency3. Team Development4. Organization/Planning5. Expectations/Accountability6. Resolving Problems
Core Leadership Competeny Integration
InterviewingHiringOrientationTrainingEmployee Opinion SurveysPerformance AppraisalPromotional Opportunities
Walmart Empowers People
“I saw average people solving complex process problems using TQM –
“Flow Charting”
Talent LessonsTalent LessonsThe Walmart WayThe Walmart Way
Hire for attitude and teach skillsHire for attitude and teach skills
High performance from average peopleHigh performance from average people
Deal with non-performersDeal with non-performers
Promote from withinPromote from within
How to Compete & Thrive in a Walmart World
SERVICE
“Picking Walmart’s P.O.C.K.E.T.S”
SESSION #4
Service“What is the importance
placed on customers and customer service at
Walmart?”
Answer: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
“Sam Walton demanded that internal customer service at Walmart mirror reflect the standards for serving his
external customers.”
Internal Customer Service
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 CheerThe Walmart Cheer
Who is number One?
Service Lessons Service Lessons The Walmart WayThe Walmart Way
One agenda – The Customer One agenda – The Customer
Value Internal Customer ServiceValue Internal Customer Service
Stand behind your products / servicesStand behind your products / services
Empowerment – give people authorityEmpowerment – give people authority
Customer SurveyCustomer Survey(Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know)(Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know)
Satisfaction with Your StoreSatisfaction with Your StoreI am satisfied with my most recent shopping experienceI am satisfied with my most recent shopping experienceI would recommend this store to my friends & neighborsI would recommend this store to my friends & neighbors
Product Availability & The StoreProduct Availability & The StoreStore offers a wide selection of products and brandsStore offers a wide selection of products and brandsShelves are consistently well stockedShelves are consistently well stockedI can always find advertised specials in this storeI can always find advertised specials in this storeI get a good value for the price I payI get a good value for the price I payI can find everything I want at this storeI can find everything I want at this storeThe store is well organized and easy to shopThe store is well organized and easy to shop
Helpful StaffHelpful StaffIt is easy to find help in this store when I need itIt is easy to find help in this store when I need itThe employees treat me as a valued customerThe employees treat me as a valued customerEmployees are friendly and helpfulEmployees are friendly and helpful
Customer SurveyCustomer Survey(Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know)(Strongly Agree, Agree, Neither, Disagree, Strongly Disagree, Don’t Know)
CheckoutCheckoutCashiers are attentive and helpfulCashiers are attentive and helpfulI can get through the checkout lines quicklyI can get through the checkout lines quicklyEmployees greet and thank me for my businessEmployees greet and thank me for my business
ProduceProduceThe produce I purchase is fresh and of high qualityThe produce I purchase is fresh and of high qualityEmployees in the produce department are knowledgeable and helpfulEmployees in the produce department are knowledgeable and helpfulThe items I want are available when I shop the produce departmentThe items I want are available when I shop the produce department
Meat and SeafoodMeat and SeafoodEmployees in the meat department are knowledgeable, friendly & helpfulEmployees in the meat department are knowledgeable, friendly & helpfulEmployees in the seafood department are knowledgeable, friendly & helpfulEmployees in the seafood department are knowledgeable, friendly & helpfulThe meat and seafood I purchase are fresh and of high qualityThe meat and seafood I purchase are fresh and of high qualityI receive prompt, efficient service in the meat & seafood departmentsI receive prompt, efficient service in the meat & seafood departments
BakeryBakeryEmployees in the bakery are knowledgeable and friendlyEmployees in the bakery are knowledgeable and friendlyThe items I want are available when I shop the bakeryThe items I want are available when I shop the bakeryI receive prompt efficient service when I shop in the bakeryI receive prompt efficient service when I shop in the bakery
Customer SurveyCustomer Survey(Strongly Agree, Agree, Neither A or D, Disagree, Strongly Disagree, Don’t Know)(Strongly Agree, Agree, Neither A or D, Disagree, Strongly Disagree, Don’t Know)
DeliDeliEmployees in the deli are knowledgeable and helpfulEmployees in the deli are knowledgeable and helpfulThe items I want are available when I shop at the deliThe items I want are available when I shop at the deliI receive prompt efficient service when I shop at the deliI receive prompt efficient service when I shop at the deli
Prepared FoodsPrepared FoodsEmployees in the prepared food department are knowledgeable & helpfulEmployees in the prepared food department are knowledgeable & helpfulThe items I want are available when I shop in the prepared foods departmentThe items I want are available when I shop in the prepared foods department
PharmacyPharmacyPharmacy employees are friendly and helpfulPharmacy employees are friendly and helpfulThe pharmacist is available to speak with me when neededThe pharmacist is available to speak with me when neededThe wai at the Pharmacy meets my needsThe wai at the Pharmacy meets my needs
What is the most important thing this store could do to improve your shopping What is the most important thing this store could do to improve your shopping experience at this store?experience at this store?________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
P.O.C.K.E.T.S.
Don’t Quit
How to Compete & Thrive in a Walmart World
Michael Bergdahl International Speaker, Author &
Turnaround SpecialistQuito, Ecuador
“Picking Walmart’s P.O.C.K.E.T.S”
P.O.C.K.E.T.S
Questions
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