POCKETS Strategies _amp; Tactics of Sam Walton _amp; Wal-Mart

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					Wal-Mart / Sam Walton's
  Strategies & Tactics
 for Business Success


    Michael “Bird Dawg” Bergdahl
 International Speaker, Author,           Wal-
             Mart Competition Authority



         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”
Sam Walton’s Staffing Strategies


   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
 Wal-Mart Empowers
      People
 “I saw average people
solving complex process
 problems using TQM –
     “Flow Charting”
         Talent Lessons
        The Wal-Mart Way
Hire for attitude and teach skills
High performance from average people
Deal with non-performers
Promote from within
Wal-Mart / Sam Walton's
  Strategies & Tactics
 for Business Success


    Michael “Bird Dawg” Bergdahl
 International Speaker, Author,           Wal-
             Mart Competition Authority



        Session 4
         Service
     Service
“What is the importance
 placed on customers
and customer service at
      Wal-Mart?”
Answer:
 “The focus of all of Wal-
  Mart’s Strategies and
 Tactics, across its entire
supply chain, are driven by
 the need to improve the
 customer’s experience.”
Service to Fuel Growth
     Case Study
  How Sam Walton used
financial services to build
   customer loyalty with
   Hispanic Customers
 Sam Walton’s
Customer Focus



Wal-Mart Museum in
Bentonville, Arkansas
  Internal Customer
        Service
“Sam Walton demanded that internal
customer service at Wal-Mart 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 Wal-Mart Cheer


       Who is number
       One?
        Service Lessons
       The Wal-Mart 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
Questions
?????????
 www.michaelbergdahl.net
Wal-Mart / Sam Walton's
  Strategies & Tactics
 for Business Success


    Michael “Bird Dawg” Bergdahl
 International Speaker, Author,           Wal-
             Mart Competition Authority



         Session 4

				
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