In the August 21, 2007 issue of Business Week an article appeared that offered some real solutions to fixing Wal Mart’s problem. As we all know this giant retailer has been struggling in many areas. The article featured some “simple” grounded solutions. This just goes to show that often times the solution to our problems are usually within but often the sources is overlooked: THE FRONTLINE EMPLOYEE.

Retailers (or any one in the customer facing business) need to realize that if you treat the employee as #1 and the customer as #2 you get customers for life. It’s the frontline employee who holds the key to world-class customer service. Wal-Mart or anyone in the customer facing business would benefit from my new book- Fresh Customer Service….