Wal-Mart Employee Engages The Relationship Economy
News Flash! WalMart doesn’t have the best customer-service! I know that it may come as a shock to most of us, but the Multi-Billion dollar company often isn’t synonymous with excellent — or even good — customer service. However, today we went to Wal-Mart to pick up a last-minute birthday gift for our nephew. In the toy section of store number 0659, we couldn’t find anyone who worked for Wal-Mart. However, we went over to the jewelry counter where there were two women working.
We asked if there was anyone in TOYS, and the responded that she may be on break. One of the ladies paged the associate working in toys and asked her to call a certain number. When there was no call after about five minutes, one of the jewelry associates, Marty, called the crafts department and was told that the item I sought was located in Stationery.
That was all Marty needed. She then set off, leading me over to the Stationery section, and made sure that I found what I needed.
We were floored! Not only had Marty provided us with the correct information, but she actually made sure that our visit to Wal-Mart was exceptional! Most of the time, when an associate is approached to help find something at Wal-Mart, he or she will endeavor to assist the customer if the item is in the same section in which that employee works. Otherwise, the associate will say, “That’s in Housewares,” or something like that.
Even the “Customer Service Managers” do this. Understandably, they may not be able to go traipsing around the store helping the customer find something, but they could at least find another employee to provide assistance.
But Marty actually took the time to make a page, call another department to ask if they knew, and then she led me to the exact isle and made sure I found what I wanted. She didn’t pass us off to someone else or make us feel like we were an imposition, but she made our trip to Wal-Mart enjoyable and pleasant. Thanks, Marty!
How ’bout it?