Off and on over the years I’ve taken a few jabs at Wal-Mart. You might think it’s because I grew up in a family owned business and that family-owned business was a little grocery store and that I have such dislike because Wal-Mart is often accused of running the “little guy” out of business.
Nope, what set me off at Wal-Mart was the lousy service I was getting, particularly at the Neighborhood Market near where we live. I mean it was pathetic. Complaining didn’t do a lot of good so I decided to boycott them and drive a couple more miles to CVS and pay a few dollars more where I knew my business would be appreciated.
But I happened to be in my Neighborhood Market some time ago – sorry, I can’t recall exactly why I decided to give them another chance – and it was, literally, a different place. It was a different place because all those grouchy, loafing sour pusses had been replaced with a whole new customer-oriented leadership team that would make ole Sam Walton proud.
But I’m still not a Wal-Mart customer…
I consider myself a customer of Tyrone, Glenn, Zach, Carol, Tim, George, Shea, and Barb and all the other nice folks on the team at the Wal-Mart Neighborhood Market who now take care of me.
I could give you all kinds of stories from my recent experiences to back up my renewed endorsement and why they’re now referral-worthy, but the common denominator is SERVICE!
Incidentally, the lesson is that no matter what size your business is or what sector you’re in, service is how you differentiate yourself. Service is how you get and keep customers for life. And that lifetime customer value is the cash flow that keeps you in business…And ahead of your competition!