How Did Walmart Get Cleaner Stores and Higher Sales? The Value of Clean!
BENTONVILLE, Ark. — A couple of years ago, Walmart, which once built its entire branding around a big yellow smiley face, was creating more than its share of frowns.
Shoppers were fed up. They complained of dirty bathrooms, empty shelves, endless checkout lines and impossible-to-find employees. Only 16 percent of stores were meeting the company’s customer service goals.
The dissatisfaction showed up where it counts. Sales at stores open at least a year fell for five straight quarters; the company’s revenue fell for the first time in Walmart’s 45-year run as a public company in 2015 (currency fluctuations were a big factor, too).
The company offers its millions of shoppers a simple way to make their dissatisfaction known. On the back of sales receipts is a message, “Tell us about your visit today,” along with instructions to log on to a website and answer questions about the store: Was it clean? Were they able to get what they came for quickly? Were employees friendly?
In early 2015, the answers that poured into Walmart’s global headquarters were, in a word, awful. The people paid to analyze the company tended to agree, too. A report by analysts at Wolfe Research in 2014 included photographs from a visit to Walmart of a sad-looking display of nearly empty bins of oranges and lemons and disorganized shelves of crackers.
To fix it, executives came up with what, for Walmart, counted as a revolutionary idea. This is, after all, a company famous for squeezing pennies so successfully that labor groups accuse it of depressing wages across the American economy. As an efficient, multinational selling machine, the company had a reputation for treating employee pay as a cost to be minimized.
But in early 2015, Walmart announced it would actually pay its workers more.
That set in motion the biggest test imaginable of a basic argument that has consumed ivory-tower economists, union-hall organizers and corporate executives for years on end: What if paying workers more, training them better and offering better opportunities for advancement can actually make a company more profitable, rather than less?
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Here is the link to vote: http://www.issa.com/contest/cleaning-agents/perfect-o2-multi-purpose-boosted-peroxide-cleaner-by-the-bullen-companies_5.html
Eagles football today after last weeks let down loss (we should have won, as Trump says it was fixed).
Have a great day and an even better sales week!