LEADERSHIP IN LEADERSHIP IN ORGANIZATIONSORGANIZATIONS

---- Working Rules and---- Working Rules and Value System of Value System of

Sam WaltonSam Walton

Service to the Customers

Service to the Customers

Striving for the Excellence

Striving for the Excellence

Respect for the individual

Respect for the individual

Value System Value System of of

Sam WaltonSam Walton

Value System Value System of of

Sam WaltonSam Walton

Service to the Customers

Rule 1: “The Customer is always right.”

Rule 2: “If the customer happens to be wrong, refer to Rule 1.”

Rule 3: “Ten-Foot Attitude” Rule ---- Any employee, who came into contact with a customer within a distance of ten feet, had to look in the customer’s eyes, greet him/her and ask the customer how he/she could be of help.

Rule 4: “Sundown” Rule ---- Any request of query of customers received by Wal-Mart had to be processed or answered before sun set.

Rule 5: “Aggressive Hospitality” ---- Employees should surpass customer expectations and offer them extraordinary services.