As a licensed professional, I decided to end my relationship with this company. For the past 5 years I saw the writing on the wall. More automation, more online access, thus reducing the work force. Less people on the floor to assist customers. And now more departments closing, less employees. The time is coming. You will see less assistance for the customer. So please, DO NOT BELIEVE THAT THE CUSTOMER IS NUMBER 1. They are not...MONEY is number 1 for the Walmart/Sam's organization.
4 replies (most recent on top)
Not sure if that is consistently true. Aldi's and dollar tree have much better prices but, wmt continues to have more foot traffice/sq ft.
The first response is best and most accurate. If the customer truly were bothered by the same things the associates are tormented by, they simply wouldn't be shopping there. But they're not social activists, just shoppers seeking the best deals.
Strip every store down to automated everything, with a skeleton crew to run only the absolute essentials, so the prices can be re lowered to pre 2010 levels, you'll see a quick return to Walmart's success.
Money has been #1 since the first business was created. If you don't make money you can't stay in business. Business 101. The problem is these companies have forgotten who makes them their money. It's the associates on the front lines in the stores. You don't see VPs, SVPs, Directors, Board members of CEOs in those trenches helping out. Not a chance in hell. These people sit on their thrones in their ivory towers making the business decisions that impact the customers and the stores and clubs without really understanding what it takes to make a store run. They merely look at profits and make decisions based on that.
For me, customer service will win over price every time. Why should I ask for an item that is not on the shelf at WM when I can go down the street and know it'll be stocked on the sales floor at a few cents more. I can go down the street and find all the POSs are manned by a person not 2, or heaven help me, a whopping 3, open at WM when there are 20 available. I can find better selections elsewhere instead and make 1 trip instead of stopping at 2 or more stores.
And prices are not always better at WM.
What the customer wants is everyday lower prices, lower than the competition. What they don't want is worker benefits raising those prices, and they don't give a rat's a-- about customer service. Otherwise we'd still have Sears employees wishing a nice day in every department wanting to do all our shopping for us. The company with the lowest margins and least humans wins. It's why Amazon is eating everyone's lunch.