How you act reflects how you are treated

Posted Wed January 1, 2003, by Nayda B. written to Wal-Mart

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I believe in letting people know when they've done a good job, which is why I'm writing this letter. I wanted to tell you about a recent experience with the staff attitude/knowledge at one of your stores, located at El Paso, Texas (and at other locations), that really made me happy. Specifically, I am writing about the helpfulness and courtesy of your staff and to try to defend one of my favorite stores.

I have read dozens of horror stories about WalMart in this forum. I don't know if to count my blessings or to just think of myself as extremely lucky.

I have shopped in Walmart for years. I have shopped at different store locations, in different states (ie, Georgia, Alabama, Texas) with no major problems. Please don't assume that I "never" have had problems, I just don't consider them major if they have been dealt with.

I think alot of problems, that are described in the letters that I have read here, all have to do with attitude, both in the sales personel and the customers (mainly in the customers). Everyone has a right to a "bad hair day" and reading some of these complaints, I can see why. If I had to work at Walmart and had 2-3 of these customers to deal with, I would probably quit that day! (specially on holidays..where customers seem to leave their holiday spirit in a closet somewhere at home and then take out whatever is ailing them, on the staff of Walmart or any other store!!)

Grace H has mentioned that those that shop at Walmart have sold their souls to the devil. She has also mentioned her disabilities. I wonder if some of those disabilities include impatience, self involvement, a holier-than-thou attitude and thinking of herself as the most important creature that has walked this earth? Sound like I was offended by her comment? Yes, indeed. I don't work for Walmart so I have nothing to do with their policies, I have nothing to do with hiring staff, I have nothing to do with their pricing of items. I either buy an item or not, I have a choice. I also have the obligation to make an educated choice. Before I purchase what I think is an expensive item, I do research..what are the best brands, what are the warranties, what life-span can I expect? With that information, I will also ask the sales staff questions, so I know if, first of all, they know what they are talking about and second, that I get the best buy for my money.

I have had my share of standing in line for a price check, having to return merchandise, having to stand in line for returns or refunds and of rude salespersons. I have handled each situation with common sense. When I encounter a rude salesperson I usually have the same conversation that starts out with "I'm sorry you are having a bad day, however, if you continue to be snippy there will be two of us with bad attitudes"..and they usually correct themselves very quickly (and if not, I just cut them off and ask for a manager). I have even asked to see the policy. Policies are always written, and are proof of what the manager says. If they are not telling the truth, and are caught, they tend to fix things immediately. You always have to know your customer rights!! And please remember, two wrongs never make a right!! If someone is rude to you, you can not correct it by being rude in return. If someone wrongs you, you can not correct it by being wrong. Patience is a virtue!

I'll give you an example of what I mean about terrible customers. Last Christmas, I was at the jewelry counter, waiting patiently to be tended to. The counter was full of customers, they had three people working (very uncomfortably, I should add, for lack of space), but all three people were working very hard, and as quickly as they could!! A customer waiting, kept making rude comments on how long she had to wait, that she had to still take her dogs to the vet, and had to go run some other errands. She was annoying ME, let alone the poor salespeople. I finally tapped her on the hand and told her "remember your Holiday spirit"..she huffed off!! The salesperson nodded her satisfaction to me, and I felt I had done a great service!!

Now, before you all blast me (which I know you will do), please know that I feel some of the letters have valid points, and I respect the fact that some customers did all they knew how to do to get their just right. However, I still believe that most of the complaints could have been handled differently. Do always remember the human condition. Some folks are not meant to work with the public and even if they are given courses in People Skills they will never learn. Those are the folks that don't last long in any store. I am sure that after hearing complaints about certain employees, Walmart (like any other store!) does what it has to do with them. Don't think someone should be fired because you had to stand in line, or because something was defective, or even because someone happened to be in a bad mood that specific day. You never know what they have gone through.

I will continue shopping at Walmart when I think I am getting the best buy for my dollar, no matter what Grace H. says!! Happy Holidays to all and hopefully this new year will bring alot of folks well needed patience with their fellow human beings!!


I hope everyone responsible for this great service and my happiness gets their due credit. Keep up the good work!