Walmart 2001 Annual Report Download - page 7

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The cornerstone of Wal-Mart’s
success has and will always be our
culture. Customers shop at Wal-Mart
for the best values and the greatest
selection of merchandise. We believe
it is our culture that allows us to
meet their expectations. The roots
of our culture are grounded in three
fundamental principles: respect for
the individual (both our Associates
and Customers), the highest
standard of service to our Customers
and a constant drive for excellence.
Culture is the value system
that directs people’s
thoughts, deeds and words.
Our founder, Sam Walton,
established the basic beliefs
upon which our Company’s
culture has evolved, but the
perpetuation of our culture
is the responsibility of all
Associates. Wal-Mart
understands that a person
cannot be forced to accept
our culture. Instead, every
Associate must lead by
example and continue to
develop the trust that
makes our culture work.
Managers are expected to
be servant leaders who
encourage their Associates
to take advantage of
opportunities to express
and share ideas with others.
This environment of respect
is one of the most important
aspects of our culture.
Associates are encouraged to exceed
Customers’ expectations, and the
results are outstanding customer
trust and loyalty. Mr. Sam called it
“aggressive hospitality.” He believed
that by exceeding Customers’
expectations, they will come back
again and again. Wal-Mart’s Ten-Foot
Rule encourages Associates to speak
to a Customer before that Customer
can speak to them. Wal-Mart
customer service is legendary, and
the Ten-Foot Rule is one of the
reasons why.
Wal-Mart knows the best ideas
have come from our front line
Associates – greeters, checkers and
stockers. In fact, the idea to have a
greeter at the door to welcome our
Customers came from an Associate.
Every Associate is not only
empowered but is also driven to
make a difference and strive for
excellence. Our Associates – their
ideas and energy – are what will
determine our future success and
we encourage their input. Wal-Mart’s
Open Door Policy allows Associates
to share suggestions,
observations or concerns
with any supervisor, from
a store manager to the
President and CEO
of Wal-Mart, with no
fear of retaliation.
Our culture is what makes
Wal-Mart unique and will
continue to make us
successful. Everyone in
our Company is responsible
for upholding the core
beliefs that help keep our
culture alive and well. Our
purpose as a Company is to
provide our Customers and
Members with the very
best value and shopping
experience possible. It all
begins with our culture.
It is the cornerstone of
what our Company was
founded on and it is our
main focus. Always.
Our Culture, Our Attitude, Our Commitment
THE WAL-MART
WAY OF LIFE
THE WAL-MART
WAY OF LIFE