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The Thread
- Thread starter fetaby
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olivierwilde
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fuckin douche
jdcnow
Graphics Extraordinaire
Some of my buddies and I were shooting the bull overnight at the store about how to fix Walmart. For the "What person would you like to bring back from the dead?" thread, I'd also throw in Sam Walton. If Mr. Sam could honestly see the nightmare his dream turned into, he'd take a wrecking ball to the company. 
Here's my ideas on fixing the issue of customer service in Walmart's stores. (And that is with the understanding that most Walmart stores have now been converted to Supercenters, although you will still find the oddball small-class old-fashioned Walmart department store, here and there. There aren't many left though.)
My last job before the convenience store I work at now, I used to work at a dollar store in a strip mall right next door to a Walmart Supercenter. I can't tell you the business we got, simply because people absolutely refused to fight the crowds, long checkout lines, and rude, unhelpful employees. My theory is essentially that, if you fix/streamline the money-taking process, that a good chunk of Walmart's issues will be fixed.
My plan for fixing Walmart's customer service issues all boils down to 3 simple words: The Store Manager. If you'll notice, every Walmart receipt has the name of the store manager at the top of the receipt. And if I were ever imaginary CEO, that person would be spending LOTS more time at the front checkouts.
Every Friday night, from 4:00pm until 10:00pm, The Store Manager will be required to help run the front end, including, from time to time, getting on a register and run a checkout line themselves. That way, they can get feedback from the local customers about what works in the stores and what doesn't.
Every store in the fleet will have extra cashiers on Friday and the weekend. First-Of-The-Month weekends will be double-staffed from the usual everyday number of cashiers. All stores, no exceptions.
If you see those handheld scanguns some employees use out on the salesfloor. Those scanguns are a mobile extention of the store's computer. There is a program on there called LineRusher. LineRusher is where they use that scangun to ring up a customer's merchandise while still in line, waiting for the cashier. They have a little trolley filled with bags, about the size of a suitcase on wheels. That way, they can just bag the customer's merchandise as they go. They then save the transaction to a plastic credit card with a barcode on it. That suspends the transaction in the store computer, and saves it to that card. So then, when the customer gets up to see the cashier, all they have to do is hand the cashier the card. The cashier takes the card and scans it. The register will pull up the suspended transaction. And all the customer has to do is pay for their stuff, like normal (cash, check, plastic, etc.) If I had my way, LineRusher would be enacted in every store, every weekend. Period.
There is no excuse for them to have a front checkout area with 20 and 30 cash registers, and for them to run on less than 10 checkout lines (sometimes as few as 5 and 6) during their busiest, most slammed times. I'm so sick and tired of walking in to Walmart and seeing lines of customers either looking absolutely bored to tears of standing in line, or literally about to riot from waiting so long. If you have to, use the portable "sidewalk sale/outdoor use" registers to make an additional express checkout.
Here's my ideas on fixing the issue of customer service in Walmart's stores. (And that is with the understanding that most Walmart stores have now been converted to Supercenters, although you will still find the oddball small-class old-fashioned Walmart department store, here and there. There aren't many left though.)
My last job before the convenience store I work at now, I used to work at a dollar store in a strip mall right next door to a Walmart Supercenter. I can't tell you the business we got, simply because people absolutely refused to fight the crowds, long checkout lines, and rude, unhelpful employees. My theory is essentially that, if you fix/streamline the money-taking process, that a good chunk of Walmart's issues will be fixed.
My plan for fixing Walmart's customer service issues all boils down to 3 simple words: The Store Manager. If you'll notice, every Walmart receipt has the name of the store manager at the top of the receipt. And if I were ever imaginary CEO, that person would be spending LOTS more time at the front checkouts.
Every Friday night, from 4:00pm until 10:00pm, The Store Manager will be required to help run the front end, including, from time to time, getting on a register and run a checkout line themselves. That way, they can get feedback from the local customers about what works in the stores and what doesn't.
Every store in the fleet will have extra cashiers on Friday and the weekend. First-Of-The-Month weekends will be double-staffed from the usual everyday number of cashiers. All stores, no exceptions.
If you see those handheld scanguns some employees use out on the salesfloor. Those scanguns are a mobile extention of the store's computer. There is a program on there called LineRusher. LineRusher is where they use that scangun to ring up a customer's merchandise while still in line, waiting for the cashier. They have a little trolley filled with bags, about the size of a suitcase on wheels. That way, they can just bag the customer's merchandise as they go. They then save the transaction to a plastic credit card with a barcode on it. That suspends the transaction in the store computer, and saves it to that card. So then, when the customer gets up to see the cashier, all they have to do is hand the cashier the card. The cashier takes the card and scans it. The register will pull up the suspended transaction. And all the customer has to do is pay for their stuff, like normal (cash, check, plastic, etc.) If I had my way, LineRusher would be enacted in every store, every weekend. Period.
There is no excuse for them to have a front checkout area with 20 and 30 cash registers, and for them to run on less than 10 checkout lines (sometimes as few as 5 and 6) during their busiest, most slammed times. I'm so sick and tired of walking in to Walmart and seeing lines of customers either looking absolutely bored to tears of standing in line, or literally about to riot from waiting so long. If you have to, use the portable "sidewalk sale/outdoor use" registers to make an additional express checkout.
jdcnow
Graphics Extraordinaire
(Fixing service at Walmart, continued...)
Also from the day after Christmas up until New Year's Eve, everyday from the time they come in until the time they go home, all I want The Store Manager doing is running the customer service desk. For just those few days, delegate all the day-to-day operations of the store to the co-manager (assistant store director). That's why they are there - to "Co - Manage!" Unless there is some MAJOR executive issue that can only be resolved by The Store Manager, only then will he or she be pulled away from helping at the customer service desk. And once the issue is resolved, they will need to go right back up to the service desk and continue helping out.
In all my years in retail, I do know one thing - and this goes for any business, not just Walmart: when The Store Manager/The General Manager is visibly seen by the customers... when the point-person, the go-to-guy/gal for the whole business is visibly seen helping to take care of the customers, people will think far better of that business, and will be more likely to have a positive experience and come back.
Over 60% of customers quit doing business with an establishment not because they die, or move away, but because of a bad experience they had in that establishment. Walmart, you are no different.
Also from the day after Christmas up until New Year's Eve, everyday from the time they come in until the time they go home, all I want The Store Manager doing is running the customer service desk. For just those few days, delegate all the day-to-day operations of the store to the co-manager (assistant store director). That's why they are there - to "Co - Manage!" Unless there is some MAJOR executive issue that can only be resolved by The Store Manager, only then will he or she be pulled away from helping at the customer service desk. And once the issue is resolved, they will need to go right back up to the service desk and continue helping out.
In all my years in retail, I do know one thing - and this goes for any business, not just Walmart: when The Store Manager/The General Manager is visibly seen by the customers... when the point-person, the go-to-guy/gal for the whole business is visibly seen helping to take care of the customers, people will think far better of that business, and will be more likely to have a positive experience and come back.
Over 60% of customers quit doing business with an establishment not because they die, or move away, but because of a bad experience they had in that establishment. Walmart, you are no different.