Sam Walton on government innovation initiatives

Sam Walton on government innovation initiatives

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Well, I've working with the Department of Veterans Affairs, helping to get some momentum behind the idea that the rank and file knows what's going on and how to fix it.

Turns out that this Sam Walton guy's really smart, advising the public sector on something that can be learned from the private sector:

The folks on the front lines – the ones who actually talk to the customer – are the only ones who really know what’s going on out there. The two most important words I ever wrote were on that first Wal-Mart sign, ‘Satisfaction Guaranteed’. They’re still up there, and they have made all the difference. Each Wal-Mart store should reflect the values of its customers and support the vision they hold for their community.

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One Comment

Karl Sakas

It's all about incentives, isn't it?
I've noticed that callcenter employees at USAA are patient and helpful, partly because they're evaluated on service (not getting insurance customers off the phone in under three minutes). I've noticed that at GoDaddy, too. The internet company's marketing is schlocky as as get out, but their tech support people are well informed and remarkably patient. Not sure how the company affords to provide that level of service (considering they don't charge much in the first place), but I'll enjoy it while it lasts.

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