I originally planned on posting a picture of a vacuum hose; it, like Walmart’s customer service system, has a great deal of suck. Good people, terrible system. As a Walmart employee told me, a great portion of their job is to insulate management. It’s true in many places and it should be no surprise that large impersonal corporations would be the same. Everything about their complaint or issue system is designed to weed out the crazies. It also, unfortunately, weeds out the authentic questions and concerns. (I realize that in many cases I qualify in both columns.)
I forgot to mention something that a lot of people don’t know: I used to teach quality and customer service classes, in 2 languages, at another large, impersonal private corporation. Traditional methodology doesn’t work; people silently vote with their feet.
Corporate complaint systems are similar to Yossarian’s Catch-22 of circular logic and disinformation. Because I love Catch-22, perhaps it is why I occasionally enjoy a foray into the wonkiness of broken corporate structure, even when I fully realize that it’s like a symphony of interconnected voices, except in this case, everyone is screaming in medieval Italian.
“Men Are From Mars, Walmart is From Uranus” might also be a good meme theme to address the dismal communication channels.
People at the local level told me contradictory things, most of which can’t be verified, with each pointing fingers up the organizational chart. A couple were careful to imply I was lying, which was an additional bonus. I expect a call from Robert Mueller any day now.
A 5-minute call with someone in the corporate structure would have been the extent of the issue. A couple of emails with someone other than a drone would have also been perfectly adequate. A bucket of water thrown on me would have been unhelpful, but amusing.
Then, something curious happened.
I found out that Walmart had already read my post on social media and on my blog. They have staff who monitor these things for mentions. Much of it is automated, as with Google alerts. They don’t directly acknowledge this, even though it is an open secret that many companies do this. All of the large ones do.
Things like ” #Walmart ” help them find mentions much more easily.
It’s fun to think that someone from Walmart is reading these words in their head, probably with an increasingly strange look of realization dawning on his or her face. I hope that person’s name is Amy, Jake, or Alonso, for reasons I can’t disclose.
I remember when my Aunt Ardith, who worked for SW Bell/ AT&T at the time, did the monitoring for a short period back when newspapers were the most likely mining resource for mentions of a company or person. Later, after the death of a family member, I found out the hard way that banks often monitor public records, obituary notices, and other similar material and often take pre-emptive action, even if this behavior isn’t strictly proper. Not everyone can have a good degree: those people who don’t go to careers in Marketing. (Ha!)
So, I now know that several Walmart employees have read about my both my issue and the lack of followup from anyone willing to communicate about it.
Meanwhile, I exchanged a slew of emails. The promised ‘person’ who would be my salvation again turned out to be a generic and nameless email and contact phone number. I had been Rick-rolled.
Even though at this point the company acknowledged there were ADA-level implications, no one reached out or returned their calls as promised. I can only assume that this means that every person they know is 100% healthy and loves doing the jobs that were previously included in the price of the goods or services they buy. The circular emails and messages, however, continued, probably in hopes that I would put a large dirty shoe in my piehole and go away.
I found myself reading the entire tax code for fun, hoping to distract myself from Walmart’s inability to reply to a simple question.
Because people in the hierarchy have seen my posts, I assume they know that customers are watching what they do and how they address labor shortages and automation in their stores. A lot of us have a few basic questions we need to be answered before we make a decision to turn from apathetic toward resentful.
They’ll read this post, too, and know that I know that they know. I’m watching them as they watch me. (Think Rockwell, except without the creepy shower scene.)
As a reminder, this issue started because someone I know was mistreated by a local Neighborhood Market. Out of character, I went to find a manager and talk about it to try to get answers for all of us – and hopefully, help the company and its customers. Next time, I’m going to do what I know works: roll my hair in used cat litter and go to the store asking where they keep the duct tape.
Jeesh, I certainly hope that #Harps is monitoring all this stupidity, too.
For the record, though, I’ve simplified the questions for Walmart executives:
1) Will a cashier always be available at the local Neighborhood Markets? 2) If not, would it be a burden for Walmart to clearly identify the hours and/or stores which will have no cashiers present? 3) Absent a cashier, does a person with an issue or disability need to disclose his or her private medical condition in order to get an employee to perform the job of cashier? 4) If you remove cashiers, do we get an additional discount? P.S. I’d rather pay a little more and keep more people employed and all of us happier. Otherwise, I’m going to forget to scan about 22 bags of cat litter as you force me to do the cashier job for your employees. You’ll get the cat litter back, though, one bad hair day at a time.
So, Amy, Jake, and Alonso, this post is finished. You can relax.