Early Friday morning, I stopped into the local Walmart after working out, to purchase turkey bacon for the kids (they love it -especially my 4-year-old) and some simple household toiletries. What should have been a five minute stop turned into a nearly 30 minute epic event of frustration.
Only one of the nearly 20 check out lines was open. Plus the registers at the self check out section hadn't even been turned on yet. Oh it gets worse. And the sole cashier braving the check out line - well she ran out of money - further delaying convenient and timely service.
Luckily after about 25 minutes of waiting, the self checkout lanes were turned on. But the trip was anything but convenient, and therein lies Walmart's core issue. There's not a convenient way of shopping in a store that's built solely to satisfy America's insatiable longing for convenience. I mean come on where else can you purchase an iPad and a Salisbury steak all at the same store?
Recently media outlets reported Walmart would be closing 154 stores in the U.S. and about 115 stores overseas. The retail mega-giant said it would end its Walmart Express small-store format. The measures come as Amazon has taken a great deal of market share from the traditional brick and mortar store. Does this come to a surprise to anyone? Amazon provides service with the click of button. There's delivery to your home! No registers, no interaction with other customers or cashiers! It's ultimate convenience for some!
For years, customer service has been one of Walmart's weak points. Vacant registers, long lines, and employees who act as if you're doing them a favor by being there. If Walmart has any hope of recovering, then the company needs to work on its customer service and provide a convenient way for customers to enjoy the potential convenience it can offer.
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