A letter follows that I sent to Wal-Mart tonight praising one Assistant Manager, and well… having a few other things to say about a clerk and another Assistant Manager. Names redacted.
<Good Mgr> ,
Thanks for helping tonight. I feel much better for having run into you. If not, I’d be writing a very different letter and sharing it with a few hundred friends.
Please forward this to whoever matters at Wal-Mart.
First off… I want to thank Wal-Mart for having you on staff. One person did make a difference to my view of the store.
This evening I tried to get recompense for having incorrect ammo sold to me store when on a hunt in Richfield. Both types are labeled ".243" but one was right for my son’s gun, the other not. An easy mistake for the clerk to make, and easy mistake for a tired shopper to overlook when stocking up after a long day hunting.
Let me summarize my experience tonight at the Washington store:
<Clerk> – part-timer in Sporting Goods: "You should have checked what the clerk in Richfield handed you. Why should I trust you, I’ve seen murderers that look like you".
<Evil Asst Mgr> : "Why should I take the loss on Richfield’s error"?
<Good Asst Mgr>: "Let’s go take care of this".
Me – satisfied customer "Thanks".
Despite a decent outcome, I’m still a bit miffed that it was this difficult and, frankly, this hostile. The Washington, UT Wal-Mart might want to train its staff and some assistant managers that customers are not out to cheat them and that viewing the situation from the customers eyes might be useful to both the store’s long term performance and also their general good will about their work. I knew <Evil Asst Mgr> and <Bitter Clerk> were chortling as my son and I left. And I was hopping mad over the mistreatment. I didn’t care what "policy" was. I didn’t care what ATF says. In my eyes, Wal-Mart had done me wrong and I wanted it right. <Good Asst Mgr> cut right to that viewpoint and saved Wal-Mart quite a bit of business over the next few months.
Regards,
Ken Nelson
St. George, UT
As an aside: I’ve looked at the spending I control at WalMart… between home and business, certainly a few hundred each month, sometimes over a $1,000. WalMart, you never know who will show up, treating everybody fairly works.