Thu, 16 May 2019
Sam Walton was the creator of Walmart and Sam’s Club, two hugely successful retailers that have been around for many, many years. He had a practice that he carried out for many years at the beginning of his career that we may view as simple nowadays, but it was extremely effective and, I think, something we can learn from today.
Sam would take a yellow notepad and walk around his store. He would stop and engage with both employees and customers as he walked around and he would ask them questions--how’s it going? What is it like to work here? What do you find frustrating? What do you like about the store? He would then take his notes from these conversations to the leadership team and they would make decisions based on the feedback from the employees and customers.
My question for you is, what are you doing today to replicate that practice? Where is your yellow notepad? With technology, of course, we are able to do this at a much larger scale. But it is important to be human, it is important to get face-to-face feedback and to engage both employees and customers to find out where we are succeeding and what areas we need to improve upon.