Walmart 1997 Annual Report Download - page 12

10
THE “ CLAM JUN IO R“
I am writing because
of an experience that I shall
always remember with a smile.
This experience involved many
different Wal-Mart associates
in various Wal-Mart stores.
After making many calls
searching for an ice fishing
shelter, the “Clam Junior,”
I reached Dan Curtis at the
Concord, NH, store. At 8:45
in the evening, this gentleman
without reservation and
with total willingness, was
helping me and then apologized
because he would have to call
me back in 15 minutes.
As promised, the phone rang
at 9 p.m. Dan Curtis was return-
ing my call with not only the
store locations, but with all the
phone numbers and the quantity
that each store might still have.
The actions and reactions
of these employees display the
essence of a quality organization.
Very Sincerely,
Linda A. Betti
Mendon, MA
WAL-M ART DELIVERS
On 1-9-97 I went to Wal-Mart
in Chula Vista to purchase a
ping-pong table. Juan Wood,
an employee in sporting goods,
assisted me. I told him I did not
have a truck to transport the
table. He spoke to his manager,
Don Olson, to see if they could
deliver it.
On 1-10-97 Juan Wood and
Don Olson delivered the table
to my residence.
This was an extreme act of
customer service, beyond the
call of duty. For this excellent
service (that did not have to
happen), Wal-Mart has earned a
faithful shopper in me.
Sincerely,
Roberta DeLeon
Chula Vista, CA
GUARDIAN AN GEL
I am writing this letter to
commend one of your assistant
managers, Ms. Sue Cantu.
She went well above and
beyond what any store manager
would normally do to help me.
The heat had been out all day
in my granddaughter’s dorm
room, and the temperature
was in the teens. I tried calling
the residence hall; but they
were closed because of the
weather. I then thought of the
Wal-Mart Store in Waco —
I suppose because our local
Wal-Mart is so helpful to
our community.
I called Ms. Cantu and asked
if there was any way she could
help. She was shorthanded
because of the weather; but
within the hour, she had
delivered two blankets and
an electric heater to the dorm.
Saint Augustine said, “Every
visible thing in the world is
put in charge of an angel.”
Ms. Cantu is truly an angel.
Sincerely,
June Arnold
Carthage, TX
LETTERS
A HISTORY O F CHAN GE
Recently, Helen Walton took
a moment to share her thoughts
on Wal-Mart’s focus, leadership
and legacy:
“As our Company has grown,
questions have come up about
where Wal-Mart is going and if
Sam would approve,” Helen said.
“I believe he would. I feel good
about our leadership, especially
in this last year. People have
accepted the fact that there is new
leadership and they are doing a
good job. I think their stewardship
has been absolutely marvelous,”
she said.
“We need to continue to
emphasize putting the customer
first. Everyone has a customer and
they need to see that the people
needing information or attention
are getting it. Another thing that
Sam always said was ‘respect the
individual.’ That is so important.
“Never fail to be open to change
when there are ways to improve
what you’re doing,” Helen said.
“We can’t say, ‘That’s not the way
we do it.’ The world is changing
too fast. We’ve got to be ready to
change with it.
“If we keep these things in mind,
Wal-Mart is going to keep growing
and getting better,” said Helen.
Helen Walton, Wal-Mart’s First Lady