Sam Walton established rules and a value system at Walmart focused on excellent customer service. The top priorities were serving customers, striving for excellence, and respecting individuals. Some key rules were that the customer is always right, any employee within 10 feet of a customer must greet them and ask how they can help, and any customer request must be addressed before sunset. The overall goal was to provide aggressive hospitality and surpass customer expectations.

1. LEADERSHIP IN ORGANIZATIONS ---- Working Rules and Value System of Sam Walton

2. Service to the Customers Striving for t he Excellence Respect for the individual Value System of Sam Walton

3. Service to the Customers Rule 1: “The Customer is always right.” Rule 2: “If the customer happens to be wrong, refer to Rule 1.” Rule 3: “Ten-Foot Attitude” Rule ---- Any employee, who came into contact with a customer within a distance of ten feet, had to look in the customer’s eyes, greet him/her and ask the customer how he/she could be of help. Rule 4: “Sundown” Rule ---- Any request of query of customers received by Wal-Mart had to be processed or answered before sun set. Rule 5: “Aggressive Hospitality” ---- Employees should surpass customer expectations and offer them extraordinary services .