Ob

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Ob

  1. 1. LEADERSHIP IN ORGANIZATIONS ---- Working Rules and Value System of Sam Walton
  2. 2. Service to the Customers Striving for t he Excellence Respect for the individual Value System of Sam Walton
  3. 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 .

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