After several public safety incidents and customer service issues, several community members wrote to Walmart to complain. Susan Efroymson has shared a copy of an email from Bill O’Brien, NEO Market Manager in which he offers a number of intended improvements and asked for our community’s feedback. Please review his email and respond accordingly. Susan shared with him that this email would be shared publicly and is offered here with permission. Let’s use this opportunity to make a kiddush Hashem and promote productive dialogue.
Susan,
Sorry it took so long to get back to you, but I take your complaint serious and had to work the store several days this week to look into the issues and get a plan together to make sure that you and everyone in the area has a great shopping experience in the store. Here are the things that we are doing to get the store back to where it needs to be on a daily basis.
— I will be coming to this store each morning to check on conditions of the store, such as cleanliness, in-stock and customer service of the store, I will be out of town next week but will have someone from my team stop into the store to follow up for me.
— I have begun working with our managers and showing them the expectations that our customers have in the store. I have one manager in charge of the front registers and it is his responsibility to make sure that we don’t have the issues that you have brought up, additionally I am bringing in three additional managers to help get the store up to conditions.
— I am having my HR manager come to the store to work on our customer service, she lives in Cleveland Heights and is great with our customers. We will have meetings with our associates in the next few weeks to make sure that we help out customers whenever we come in contact with them.
–I am having our Market Asset Protection Manager look into the use of our police department and police car during the hours they are in the store, the car that drives through the parking lot is owned by the property owner-we will get with them to make sure they are doing a better job patrolling our lot. I understand your concerns about crime, and we will work on preventing any future incidents. He will work with the South Euclid Police to make sure we are performing up to their expectations.
–With the lighting we are working to see if we can get stronger lights outside the store, we know that we have a electrical line snap underground but that has been fixed and should not be part of our lighting issue at all. We also have GE which is in the area who installed our lights and I will have the store manager work with them to see if they can do something to increase the brightness.
I promise you we will have this store to where any customer would want to shop here, if you have any questions attached is my office phone number and my cell phone number is 330-(deleted in this public forum).
Bill O’Brien, Market Manager
Northern Ohio , Market 210
Office-216-661-2406
Leave a Reply