Walton went into a store and noticed that an employee was welcoming its customers as they walked in.
Sam Walton said one time that Wal-Mart got its best ideas from clerks and stockboys. He's referring to the fact that those that are on the floor daily, dealing with the numerous practical issues raised and encountered, will know far more than any manager that has so many duties that they can't see all the nuances going on.
One such time was what he mentioned in his quote above. As he entered into his store he watched an associate as he was greeting customers. That was the basis for the entire greeting strategy that we see in Wal-Mart stores everywhere. It all 
started with a regular worker doing something that just seemed obvious to him.
It's been a great hit and benefit for the store, and a lot of customers like it too.
What makes things like this work is releasing our people to help customers, doing our own walk-throughs and constantly observing and getting feedback.
Nobody knows what is happening in our businesses better than those working in it. Personally I think their feedback is far more valuable than the seemingly endless surveys and studies performed. Both have their place, but I like employee feedback much better.
Employee feedback and personal observation are essential tools for any successful manager to use.
Sam Walton: 10 Rules for Building a Successful Business
Sam Walton - Retail Success Story
Sam Walton: King Of The Discounters
Sam Walton: Great From the Start
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