My 90 Days at Wal-mart

August 15th, 2016 marked my 90th day at Walmart and I would love to share one of my most exotic professional journeys with you.

Tuesday morning on May 10th at 9:30 AM a new number was ringing my phone. It was a call from the personnel office with Walmart Super Center in Lake Zurich, Illinois.

She said: “Hey Lily we have received your resume and it is very impressive, we would like to have you in for an interview tomorrow morning at 10:00 AM. When you arrive go to the service desk and ask for personnel office, you will be interviewed by D. or M.”

Wednesday morning on May 11th at 9:45 AM me & my friend arrive at Walmart walking nervously to the service desk. They directed us towards the back room. While waiting for the personnel I sat down at a white big table and prayed intensively. I was interviewed by one of the manager’s assistants and walked away knowing I have got the job.

On May 14th a busy Monday from 1:00 to 4:00 pm one of the HR coordinators walked me through the three hours orientation and answered all my questions patiently. I was amazed to learn about his career path of 28 years with Walmart, he also said: “I look forward to seeing you in the management level one day in the future”.

Started my training the same week and on the 3rd day I was welcomed to the service desk as a full time associate. It was nerve wracking. The speed, chaos and customers back to back. Having had to handle many things, multi tasking and most importantly trying to keep the smile on!!

With a blink of an eye the end of the 2nd week got my first pay check, another two weeks and I was already an accountable service desk associate.

Coming from events, advertising and marketing background in my previous jobs, I could relate to the chaos and demand by the customers. I understood the consumer rights and policies but service desk is more than that. It requires you to use your judgment in addition to following hundreds of terms and conditions and when it comes to financial services it needs your full attention to identify fraud from the truth. Also a very emotional spot to be in.

Service desk at Walmart in the busiest place in the store after the cash registers. It is also a great place to grow. You get to sharpen various skills at the same time.

- Communications: The art of listening: Listen and listen well and make sure you grow a few more ears on your head.

- Speaking clearly! Yes - you get to speak with diverse range of people and have to be able to make sense of what they say and then explain to them the right answer accurately to serve better.

- Manners and Ethics: Learning patience! Yes - You get to learn to take a few deep breaths before replying back to a frustrated customer who is blaming “you” for the inconvenience they face. I was verbally abused by several customers but I learned to smile and apologize on behalf of Walmart for their bad experience and ask them politely on how could we serve them better. This is easier said than done. You also have to practice a great deal of positive attitude, work ethics and gain the ability of not taking things personal.

- Forgiveness: You have to let got of stressful situations that is being channeled onto you just because you are behind that desk! You have to forgive people that they do not know anything about “retail” and you have to be able to understand their side too. Forgive them before they leave the service desk and acknowledge them that you look forward to seeing them again at the store.

- Emotional Protection: You have to protect your emotions very well. The sadness, happiness, sympathy and anger. There are customers who are crying at the service desk wanting to send / receive money without a valid government issued ID! Well I cry with them, too but I can’t process their request because it is against our policy. So I go home that day sympathizing but glad to have followed the rules. It is hard. It is one of the hardest things. People come up to the service desk with all sorts of scenarios but as Walmart associates we are tied up to so many rules, laws and legal matters.

- Put your “ego” in your back pocket: one of the hardest things to do. Instead of focusing on how the customer is expressing their anger, focus on how could you resolve the situation. Is it an “exchange” or a “refund” or filing a “complaint” from a particular department. It is hard to focus on what needs to be done when we are under pressure.

More over the service desk at Walmart is the most stressful spot in the whole store I believe. It is “the place” where unsatisfied and upset people go to for any reason but it trains you to develop a tough skin and most importantly for you to be able to “see the bigger image”. Learning to handle such circumstances has helped me in life. If you learn to see the bigger image and stay calm you will gain more than you loose.

I remember myself 3 months ago, and how I grew up to be a more mature person by serving at the Walmart service desk. It is a place to serve, to learn and to make new community friends.

I also recommend everyone to serve at Walmart Service Desk for at least a month to challenge their limits and push themselves harder in personal growth.

Another aspect of working for Walmart is its highly regarded work ethics. Every employee of every level is trained heavily to follow strict guidelines. There is a lot of respect and good manners that happens among associates and management. Also bad behavior does not go unnoticed. For instance a couple of negative encounters that I have had was taken care of immediately and professionally. That shows that Walmart cares about individual’s right of feeling respected and safe in the work environment.

Overall I am so glad I joined Walmart and I look forward to grow further each day and to be an effective teammate. I am so grateful for the team of management and supervisors at store #1404 located in Lake Zurich, IL. Those whom trained me patiently, stood by me when I made a mistake and coached me well to be independent and successful at my position.

If you have any questions about working for Walmart please do not hesitate to reach out to me and I will be as honest as I can.

Also I look forward to seeing you in our store, we are a very tidy and clean store, always have plenty of items highly discounted and we are open 24/7, what more you can ask for?

and last but not least Thank you, Walmart!

Lily

August 2016