Griffin Speaks
WALMART'S CUSTOMER SERVICE
Saturday,
June 19th started out great. My wife Debra and daughter, Alexis
Ivana left for a church trip to Stone Mountain, Georgia. My sons, Greg Jr.
and Christopher stayed behind to assist me with work on the yard and rental
properties. When we completed our work I treated them to a trip to the local
super Wal-Mart on the Southern Boulevard in Montgomery, Alabama.
Our
trip to Wal-Mart turned into a disaster. Many times I have shopped at
Wal-Mart and put up with the horrible customer service because the prices
are good. I have always been reluctant to complain because I did not want to
be the reason someone lost his or her job or received a bad evaluation. On
Saturday I couldn’t put up with it any longer.
We
got to the register to check out and encountered an African-American cashier
that had her lip hanging to the floor along with the worst attitude I had
ever seen in my 45 years of life. She checked me out with her lip hanging to
the floor and never said thank you. I looked at her after she handed me my
change and immediately asked her, “Did I do something to you?” “What
is wrong with you?” “You act as though you are angry that I came into
your store.” She responded with “No you haven’t done anything to
me.” I asked her to call the manager. She called the manager and I told
the manager how I felt about this cashier’s attitude. The female
African-American manager apologized for the cashier’s behavior and assured
me that she would talk with her about it later. I gathered my bags and left
the store convinced that the concept of customer service at the local
Wal-Mart had become extinct.
What
can we the consumers do about the terrible service, discourteous service, or
complete and total lack of service that we are now encountering at many of
our local businesses? I say we need to complain to management. Many times
management is not aware of how rude their employees are unless we tell them.
Many white customers don’t complain when the cashier is black because they
don’t want to be labeled racist. I have decided from this point on I will
complain. I am sick of tired of the rudeness, and bad attitude of many of
the people working in the service industry.
Several
businesses fail to succeed because they employ these rude people. Excellent
customer service will set any business apart from the majority. When I told
Debra about my experience she said I was just spoiled by the customer
service that I receive at the Capital City Club. At the Capital City Club
they treat you as though you were the most important person in the world.
The service people are always enthusiastic. They answer your questions
enthusiastically. They feel honored to serve you and make your dining
experience great. The employees have a great attitude.
When
I visit many of the local businesses the service personnel seem indifferent.
They seem to care less that you chose to do business with them. My
suggestion to Wal-Mart is that they not get too comfortable and think that
their customers are going to continue to tolerate the disappointing service.
Soon someone is going to open a similar store and focus on customer service.
A store that can compete with Wal-Mart’s prices and offer customer service
will be death to Wal-Mart.
I
plan to start a crusade and fight back! When I encounter the rude service
personnel in the future I plan to call the manager and leave my goods at the
counter. If enough customers would do this things would change in a hurry.
So the next time you go to the local Wal-Mart and feel the animosity of the
service personnel complain to management. If they don’t remedy the matter
call the home office with the name of the rude employee. You can contact
Wal-Mart Stores Inc. at: 1-800-925-6278, from 7AM to 9 PM central time
Monday- Friday, from 9 AM to 9 PM central time Saturday or 1 PM to 6 PM
central time Sunday. The home office number is 479-273-400. Fight back!
Greg
Griffin is a free lance writer. You can read his previous articles by
visiting his web page at www.greggriffin.com
