It seems that when I've discussed service levels of global retailer Wal-Mart Stores, Inc. (NYSE:WMT) in past posts, comments came flying in from just about every corner of the nation regarding how Wal-Mart associates don't really seem to care about customer service or assisting the customer in stores any longer. I rarely experience this myself as I'm not an avid Wal-Mart shopper, but yesterday I broke my own rule and visited a Wal-Mart store in my hometown to buy a few things. Wal-Mart Supercenters that I've visited are generally so packed with people that it's hard to navigate the aisles, let alone wait a looooong time at the cashier's to complete your purchase. In that respect, thank goodness for self-checkout machines -- but even those are full sometimes.
I had a newly purchased wristwatch with me when I went into Wal-Mart; I was actually planning to drop by a local jeweler to have the band re-sized after my foray into the jungle that is usually Wal-Mart. I packed my metaphorical machete and ventured into the retailer's discount cave.
I stopped by the jewelry counter where watches are sold and patiently waited for another shopper to have her watch re-sized. That caught my attention, as that was something I had planned on doing later in the day somewhere else -- with a $20 tab or so for maybe five minutes of work. After the shopper in line completed her purchase at the jewelry counter, I asked the Wal-Mart associate -- Theresa -- about re-sizing my new watch, which I pulled from my pocket gently.
I initially asked to purchase a set of "jeweler's screwdrivers" -- those tiny, watch-finagling instruments -- so I could re-size the watch band myself. After indicating that she didn't sell those instruments at that counter, I then proceeded to -- shrug -- ask how much it would cost to have her re-size my watch band. She said it would be quite easy and it would cost nothing except her company and my time. Excellent impression #1.
Well, I easily agreed and handed over the watch after modeling it for Theresa so she could determine how many links to take off. Her first attempt looked great but was still a little loose on my wrist. Her second attempt was spot-on and looked perfect. Theresa gladly handed over my spare watch band links in a small bag and I was off after some nice smalltalk where I indicated how pleased I was with her service and the cost (nothing but my time). I had planned on a monetary charge, but the way that Theresa -- at Oklahoma Wal-Mart Store #221 behind the jewelry counter -- handled my request with a smile on her face and with great precision in her service level kind of made a very indelible impression on me. Excellent Impression #2.
Sometimes, Wal-Mart associates get a bad rap around here from frequent Wal-Mart shoppers. Not this time -- in fact, it was a large breath of fresh air to have such a delightful employee handle my request quickly and easily and for no charge at all, which I found out was Wal-Mart policy for watch band re-sizing. On this chilly day in November, Wal-Mart service gets a strong "A" from this infrequent visitor.
Heinz looking good after the second quarter?
Why isn't Bank of America updating its shareholders on CEO situation?
Will Rich Ross really have a positive impact on Disney's movie operations?
Reader Comments (Page 1 of 1)
11-08-2006 @ 7:45PM
arthur said...
Just goes to show you never know what you can expect at wal mart...I work customer service desk at wal-mart and even have more people smiling when they leave my area.....