#RETAILMAVERICK @WALMARTWORLD ISSUE 524 // FALL 2019

PAGE 4 MAVERICK A NOTE FROM DOUG McMILLON MINDSET EXCLUSIVE NEW MESSAGING DIVISIONAL SVPS OF SUPERCENTER OPERATIONS SHARE ADVICE AND TALK ABOUT HOW #RETAILMAVERICK ASSOCIATES 3 ARE SHAPING WALMART’S FUTURE.

PLUS

CAREER TIPS FROM A CAMP IV INSIDE JETBLACK HOMELAND SECURITY TAP INTO THE SPIRIT OF WITH CO FOUNDER JENNY FLEISS 44 10 CHIEF OF STAFF 26 A MOUNTAIN MAVERICK

01_Cover_spine_kh.indd 2 7/25/19 8:50 AM 46 8 12 18 GET YOUR MAVERICKS UP TOP CAREER IN GEAR “Southernality” is just one Customer service of the maverick tactics just wasn’t for her, HOW TO SPOT 8 TIPS FOR TAKING driving success for POTENTIAL ON A CHALLENGE but asset protection Walmart Canada. placed Brandi right in her wheelhouse. 14 24

60 SECONDS WITH LESSONS FROM SOCIAL CHAMPS THE COURT

The associates are the spark. 26 28 We create the fire and see if it works.

Jordan McDermott Store 5831 | Thornhill, Ontario, Canada

3 MINDSETS FOR MAVERICK TRAITS: REACHING CAMP IV VISION AND DRIVE LETTER FROM LEADERSHIP ...... 3

SVPS OF SUPERCENTER OPERATIONS ...... 4 52 16 6 CAREER ADVICE FROM HOMELAND SECURITY...... 10 4 STEPS TO TAKING 6 TRICKS TO 32 36 HOW TO SHOOT SOCIAL IN THE STORE ...... 22 BECOMING A THE CAKE MAXIMIZE FREEZER KING SOCIAL MEDIA HELPING ASSOCIATES FIND THEIR PATH ...... 30 Rachel and Tiffany Being on time, use social media Anthony’s social FINDING OPPORTUNITY AS A PEOPLE LEAD ...... 34 asking questions, for inspiration media drive helps and having a and to generate him market his HOW WALMART ASSISTS IMMIGRANTS ...... 40 competitive spirit buzz around their maverick brand— HOW TO PURSUE 3 RULES FOR #RETAILMAVERICK ROUNDUP ...... 42 put master picker top-tier cakes— and make his star YOUR PASSIONS PERFECT PRODUCE Gru on top. and it works. associates shine. HOW JETBLACK IS CHANGING SHOPPING ...... 44

FOLLOWING FEEDBACK TO PROGRESS ...... 48 38 56 THE MAVERICK ORIGIN OF ACADEMIES ...... 50 ANNIVERSARIES ...... 54

FIND YOUR INSPIRATION ...... 60 No responsibility can be accepted for unsolicited manuscripts or photographs, which must be accompanied by a self-addressed stamped envelope. The views expressed in this magazine are not necessarily those of the publisher or Walmart Inc. Walmart World is a proprietary publication of Walmart Inc., and is intended for use by Walmart at its discretion. The editor reserves the right to #TBT ...... 62 select and edit letters for publication. Some stories may appear in other publications, including those intended for external audiences. All material that you submit to Walmart World shall become the property of Walmart Inc., and submission shall be deemed a transfer of all right, title, and interest to the materials submitted. Walmart World is not responsible for verifying the accuracy of material submitted by our readers. The views and opinions expressed on third-party websites do not necessarily state or reflect those of Walmart World and are not meant to substitute for professional advice. LOW POINT: HOW 4 WAYS TO WIN BENEFITS: MORE FOR YOU ...... 63 KENNY B CAME BACK BLACK FRIDAY If your store or facility needs more copies of the magazine, send a direct message to @WalmartWorld on Facebook or Instagram. ON THE ROAD ...... 64

066-WRLD-FALL19_TOC.indd 8 7/25/19 8:57 AM 066-WRLD-FALL19_TOC.indd 9 7/26/19 3:06 PM a note from #RETAILMAVERICK The #RetailMaverick Road DOUG Sam Walton was the original Retail Maverick. Here’s a look at a few moments from early in his career when Use the hashtag above and tag @WalmartWorld (or direct-message us) he refused to be defined by others. to tell us how you have led with innovation to chart your own path to success. Below, have a look at why maverick behaviors can make a huge difference.

GET CREATIVE SHARED THINKING THE ROAD IS LONG

Sam recalled: “I was 44 when we 15–30% opened our first Walmar in 1962, 152% but the store was totally an outgrowth DOUG McMILLON, PRESIDENT AND CEO, WALMART How much higher people @DOUGMCMILLON score on job-perormance How much more likely of everything we’d been doing since Newpor … another experiment. And rankings when they regularly a team with a member We all know—you like most other overnight successes, engage in a creative activity. who shares a customer’s know, I know—that it was about 20 years in the making.” The idea of a maverick in Walmar is not new. To be ethnicity is to understand successful in retail, you have to be a bit of a risk-taker that customer. our ability to move and open to new ideas and different ways of doing things. Our company was founded by a Retail Maverick. SHARE IT IF fast and innovate and Sam Walton created new ways to serve customers YOU’VE GOT IT be more productive SETBACKS HAPPEN and, by doing this, he changed the world. Throughout SHOWER POWER his life, Sam tried new things. Most worked. Some is really key to After losing his successful Ben Franklin store didn’t. But he was always thinking, always learning, 89% over a lease technicality, Sam said, “It was always experimenting. our future. the low point of my business life. I felt sick 72% to my stomach I had built the best variety When I walk into Sam Walton’s office in the morning, Percentage of people in a DETOUR … store in the whole region and worked hard in there’s still a bit of a pause. I feel a weight. I feel a survey who said mentoring Percentage of people AHEAD Doug McMillon the community—done everything right—and responsibility. What would Sam Walton do if he were allowed them to contribute to who have creative now I was being kicked out of town.” Still, here? There’s no way to know that. But I’m cer ain the success of their company. insights in the shower. Sam didn’t stop: He regrouped and opened that based on what he did when he was alive, he’d be Walton’s 5&10—and that became Walmar . aggressive, he’d take risks, and he wouldn’t be afraid to fail. He would experiment, and he would treat people TAP YOUR very well while he did. CURIOSITY WHOLESALE INNOVATE WAREHOUSE If you’ve been around Walmar for very long, you know OUT LOUD that the only thing that’s been constant, other than our purpose and our values, is change. And I hope you 92% love that. I hope you can roll with it. I hope you can be flexible and fluid and that you can adapt—because Percentage of people who say 3.5x you need to. That is the world we live in, and that’s the curious team members bring industry we’re in. There will always be change. How much more likely GO OFF-ROAD new ideas into teams. They I can tell you this: people working in a We’ve changed pretty dramatically over the last few also see curiosity as a driver “speak up” culture are After buying his first retail store, a years—improving our processes, tools, and approach to of job satisfaction, innovation, After a lifetime of to contribute their full Ben Franklin franchise in Newpor , Ark., education; beginning a digital transformation; building and high perormance. innovative potential. swimming upstream, Sam was given a business playbook. He often an eCommerce business; and expanding our reach with chose to ignore it, though: Sam wanted to eCommerce acquisitions and par nerships around the source wholesale products from offbeat I am convinced that world. But what we’ve learned, again, is that our success places—not the sources required by the franchise owners—to get them at a better still comes down to our humanity. Our people make the one of the secrets to difference. It’s still people, values, and culture. And, Famous Mavericks price for his customers. DOUBTERS GOING We know they succeeded, but did you know they had to persist through Walmar’s phenomenal when we’re at our best, we are truly servant merchants. TO DOUBT major obstacles first? It’s all about believing in what you have to offer. It’s why I love being par of Walmar . We are literally, success has been that authentically, and sincerely trying to help people live Oprah was demoted from one Sam’s first retail job was at a a better life. After failed attempts to get JCPenney, where a personnel of her first jobs as a news anchor. very tendency. signed to a major record evaluator told Sam that maybe If that’s radical, if that’s being a Retail Maverick, label, Jay-Z and he was “just not cut out for retail” sign me up. his two business Sam Walton because he didn’t do his paperwork parŒners formed CAUTION like he was supposed to. Sam’s their own. DOUBTERS reason? He didn’t want to leave J.K. Rowling’s first AHEAD customers waiting while he Harry Potter manuscript was filled out the paperwork. rejected by 12 different publishers.

@WalmartWorld 3

066-WRLD-FALL19_Infographic.indd 2 7/29/19 4:52 PM 066-WRLD-FALL19_Infographic.indd 3 7/29/19 4:52 PM engage

Walmar’s four divisional senior vice presidents of Supercenter Operations share some career advice and their thoughts on the LEADERSHIP & WISDOM meaning of #RetailMaverick.

WEST CENTRAL NORTHEAST SOUTHEAST

CARLOS PAUL DAVID GLENDA DOUBLEDAY LEWELLEN REDFIELD FLEMING WILLIS

First Walmar job: First Walmar job: First Walmar job: First Walmar job: Sam’s Club associate, car„s Cashier Unloader at Distribution Asset protection associate Center 1 How Walmar is a What mavericks do in stores: What it means to be #RetailMaverick: Mavericks understand the Why mavericks are essential: a #RetailMaverick: We are not afraid to invest in merchant playbook and are What’s made us so great It’s someone willing to try the future. It takes courage; able to plus that up. You can are the ideas that bubble up. something new. Or it’s you have to be nimble and feel the difference: They And the mavericks are an associate who says, unafraid of change. Some understand the needs of the ones who listen and try “I can merchandise these decisions haven’t worked, their customers down to things that nobody else opposite items together and but we don’t dwell on the an item level and make the does. Our biggest advantage sell thousands.” Or it can be failures. We learn and move difference through how they outside of price is our an associate who recognizes on. I love that we’re 50+ merchandise features. They associates. that combining a ladder, years old, but we think like plan ahead and have a high a rolling car, and a stocking a star„up. sense of urgency. And when Why you should take tool into one would be it’s all done properly, they on challenges: more efficient—that was How to find your career: drive sales and margin. Go to where the pain is, the inception of our Some people may be because you’ll grow the Topstock car. intimidated by the size of How to succeed at Walmar: most. At some point, somebody is going to ask you our company, but I view it as • Take care of people How to get ahead by a positive. Don’t just look at —they make the difference. to do something: You can say, taking action: Walmar„ as one thing; there “I don’t know how.” Or you go Saying you want to do more • Excel in your role. No are lots of different areas to to where it’s going to hur— isn’t enough—you have to matter what it is, you have work in. You have the ability and learn. It’s helped me in get out there and do it. to perorm. to grow in our business. If my career: The higher you go, Regardless of what’s going you think about key leaders • Be an advocate for change, the more general skills you on, learn what we are doing in our company, we have and be willing to adapt. have to have. Everything is and why, and lead every day. a great mix: Some are new connected. People will recognize that • Be a student of your you aspire to do more. hires and the majority business and retail. star„ed as hourly associates.

4 #RetailMaverick @WalmartWorld 5

05_MeetTheDivisionals.indd 4 7/29/19 4:15 PM 05_MeetTheDivisionals.indd 5 7/29/19 4:54 PM ANTHONY AGNEW engage

JOB TITLE Co-manager

STORE 940 Westworth Village, Texas

MEET Anthony’s Tips for Getting Star ed on Social

“Sometimes I overhink things, but social happens so quickly, Anthony used social media to get you just gotta be willing to mess ahead. Now, he’s using it to help up sometimes to make progress.” his team succeed, too. “There’s got to be some creativity; don’t be unplanned, but don’t be THIS afraid to show some transparency.”

“It’s OK to not always get it right.”

“Have vulnerability, and build from there. Be more honest and real.”

MAVERICK Follow Anthony’s store on Instagram @Walmar0940 and on Facebook @Walmar940, and follow him on LinkedIn for more inspiration.

hen Anthony Agnew started at Social … for Social … for W Walmart as an unloader, he made a point to wear a tie to work every day. Self-Development Team Recognition “I started using my personal Now that he’s a co-manager, Even then, he knew he wanted to go social page as I moved up pro- Anthony uses social media to as far as he could in his career and fessionally. I heard on a podcast celebrate his team. “My store is would do whatever he could to make one time, ‘If you have nine full of talented people. So many it happen. And he quickly found that broke friends, you’ll end have some type of passion in social media could help him chart his up being the 10th.’ So my goal things like photography, DJing, own path to success. was to change my circle to cars … I mean, it’s unreal.” He also found, though, that with social where I was networking with With social media, Anthony media he could help empower and people who were doing well in has given them a platform to inspire his team to succeed. “We’ve got positions that were attractive shine. Highlighting their talents to figure out how to find the spark in to me,” says Anthony. empowers them to step up and every associate that goes beyond the Since then, Anthony’s used his take ownership of their work. directions we’re giving them,” he says. personal social media as a way “Our associates have gifts that to brand and market himself. we don’t know about, and we He’s also used it to make could lose them if they don’t real-world connections with know that they have value to other associates and to connect the company as a whole,” he with a company higher-up for says. By spotlighting his team’s help in reaching new positions. passions and personalities on social media, Anthony is helping them get more involved in their work than ever before.

6 #RetailMaverick

066-WRLD-FALL19_MAVERICK.indd 6 7/25/19 9:34 AM 066-WRLD-FALL19_MAVERICK.indd 7 7/25/19 9:34 AM ALEXIS engage WIEDERHOLD

JOB TITLE Assistant Manager

STORE 3783 | Dayton, Ohio ALEXIS’ DM TIPS

How does a PULL THE teenager let FLOOR PLAN! NOTHING “See how the process you know tricky at first because is designed to work. they’re ready the department includes Things change, and for the next both consumables and usually no one has challenge? apparel. She got really gone back and checked good at the fundamentals. how the floor plan and So good, in fact, that modular should be. she started visiting other That causes inventory Young and ambitious, stores to show them problems because that’s “I’m bored,” 19-year-old how to get their infants Alexis could have found how the Home Office Alexis Wiederhold told departments on track. is figuring out what Greg Day, her store success anywhere ... How She Raises the Bar merchandise to send manager at the time. Alexis wondered if it the store.” He heard her—and then was efficient to fold gave her even more the infant clothes every GET THINGS IN responsibilities. day. So she worked on THE RIGHT PLACES “If things are meant to be “Alexis is one of those a business plan about on a wall, but they’re on people who stuck out,” why the company should a rack, the inventory will Greg says. She was eager use hangers instead of wind up in the backroom to find opportunities tables for baby clothes, and create even more beyond the job she had and she showed it to Greg. inventory issues.” STOPS as a pharmacy tech. “Now she was thinking How She Became a DM two, three levels beyond Greg had been watching the test I gave her,” says Alexis’ work in the Greg. He supported her pharmacy. “You have decision to apply for an to have great customer assistant manager job service, you have to be at another store. fast-paced, you have to ... but her managers made Alexis moved into that be detail oriented, and role, and then beyond, sure this #RetailMaverick then you have to stick to a larger store. “I’ve to process. To me, that found it here. started to just trust sounds an awful lot like the opportunities that MANAGERS, a department manager.” come up. I’ll just have to HAVE COURAGE! Alexis became DM of work harder to get what TAKE SMART RISKS. infants and excelled, I want.” Sounds like she’s even though it was not bored anymore.

“Our responsibility is to put our associates in the best place to succeed. ALEXIS We have to go out on a limb for people and put our faith in them,” Alexis started taking classes at Miami Live Better U Is Better Than Ever says Greg Day, store University when she was 16. On the day Foureen new technology degrees manager, Store 2441, her student loan bills arrived, Walmart ’ and cerificates, plus already-offered Hamilton, Ohio. announced Live Better U, its $1-a-day business and supply chain degrees and college program. a high school completion program. Alexis’ choice was easy: She started ’ A $1,500 graduation bonus for select using the program to help pay for her bachelor’s degree enrollees who education without adding more debt. haven’t taken college classes before. Learn more at livebetteru.com. 8 #RetailMavericks#RetailMaverick @WalmartWorld 9

10_Opportunity_And_Benefits_Alexis.indd 8 7/19/19 1:28 PM 10_Opportunity_And_Benefits_Alexis.indd 9 7/25/19 9:39 AM KARINDA L. WASHINGTON inspire How do you succeed when others may underestimate you? I can recall three instances NEVER MAKE PERMANENT where I cried at work because someone communicated something disparaging or blatantly told me they would DECISIONS IN RESPONSE not support my professional development. In my now 40+ years on this earth and TO TEMPORARY ISSUES. over 20 of those working a job, I can honestly say those unsupportive people were always temporary. Somehow, KARINDA L. WASHINGTON HAS RISEN TO THE some way, they either moved TOP AT HOMELAND SECURITY. NOW CHECK OUT on to another position, or I HER ADVICE ON HOW YOU CAN SUCCEED, TOO. did. Never make permanent decisions in response to temporary issues. How do you find new opportunities? Q “ Be unapologetically you.” You’ve given that great There’s a great saying, advice, but what if it seems Why is it worth it to keep on “Closed mouths don’t get like you shouldn’t follow it? trying if it seems like your fed.” No one knows what our How do you succeed as efforts aren’t paying off? innermost desires are but us. a woman in Homeland A Persist anyway. Listen, Whatever your interests are, The perception may be that Security, a largely people are going to talk make those known to your nothing is working, but in male-dominated about you whether you’re professional and personal reality every action, every environment? doing everything right or circles. Your next opportunity thought is a seed sown that wrong. Live your truth and could likely show up as a result Having success at DHS prepares each of us for our watch like-minded friends, of someone remembering was based on my desire to “next.” When I grow weary of a colleagues, and even family what you told them. expand my career beyond members flock your way. position, and I know it’s time what was detailed on job to move on, I give myself a announcements, and my hard pep talk each day, with two work was rewarded along the simple words—“finish strong.” way. It ties into what I’ve said I remind myself my personal before—be unapologetically brand is what will precede me you and watch opportunities whenever I’m trying to land flow your way. I have been my next opportunity. blessed to have supportive male bosses and colleagues. They have encouraged me KARINDA L. to take a more aggressive WASHINGTON role in advancing my career.

JOB TITLE They’ve also been some of Chief of Staff, Office of Parƒnership and Engagement the best mentors. U.S. Deparƒment of Homeland Security

Karinda L. Washington

Photography shot on location at Ronald Reagan Building and International Trade Center in Washington, D.C.

10 #RetailMaverick @WalmartWorld 11

11_ Homeland Security Chief Of Staff Karinda Washington.indd 10 7/25/19 9:43 AM 11_ Homeland Security Chief Of Staff Karinda Washington.indd 11 7/25/19 9:43 AM inspire

The Yellow Flyer One of Matt’s ideas that mixes the old school with the new has yielded big results: Associates at his store drop a yellow flyer in CHALLENGE customers’ bags. CHALLENGE The flyers direct shoppers to the customer experience survey, and their feedback has boosted ACCEPTED CFF scores. Celebrate Success The flyer also asks that customers post on social media

THIS #RETAILMAVERICK EMBRACE THE NEW FOCUS ON PEOPLE SOCIAL AND CFF BOOST about their favorite associates. When EMBRACES OPPORTUNITY– “We’ve got to try new things. If you “It’s all about the associates, and it’s all someone is called don’t, you’re going to get left in the about the people. You really have to be out on social, Matt LIKE TURNING AROUND A past. It’s extremely important to be consistent with what you stand for.” the cheerleader for any new programs.” celebrates them at the HIGH›SHRINK STORE. Respect all customers. “It doesn’t morning meeting and Take advantage of new tech. matter if you’re in the richest part sometimes even buys “I personally believe that I “When the meat CAP process first of town or the poorest—people are that associate lunch. perform more efficiently and started, it wasn’t as efficient as the people,” Matt says. “Everyone’s got to “A simple something better when I’m under pressure,” company expected,” Matt says. His eat, and everyone deserves respect.” out of the hot case says Matt DesJardin. inputs resulted in tweaks that have “You’ve got to be can go a long way. become commonly used nationwide. Get on the floor. That desire for a challenge led him to out there on the battleground with the People will see that happen and say, ‘Hey, I take over Neighborhood Market 5725. Learn new tech yourself. “You can’t team. If a new process comes out that MATT He was the store’s fourth manager in delegate something to your team if affects your freezers and coolers, you DesJARDIN want to be recognized two years. It had the lowest Clean, Fast, you don’t know what comes with it.” for how I take care of need to be in the freezers and coolers.” JOB TITLE and Friendly (CFF) score in the market, customers, too!’ ” Matt has an Store Manager and some of the highest shrink rates Deputize a specialist. Spend time with your team. Then you associate master each new innovation. companywide. Talk about pressure. can mentor them, ensure a quality job, STORE “Then we teach it to the team and and understand what they’re going Neighborhood Market 5725 But Matt turned the store around everybody signs off on it. That betters through. “When you’re out on the Tucson, Ariz. LOOKING FOR MORE? by combining an openness to new us and makes the job more efficient.” floor, that’s when you see the real deal.” techniques with an old-fashioned Find @Walmar5725 on Instagram focus on people. Here’s how. and Facebook.

12 #RetailMaverick @WalmartWorld 13

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1 MINUTE Gledimar Ramirez | @GledRamirez Assistant Manager, Fresh | Store 3568 WITH West Valley City, Utah SOCIAL LOOKING AHEAD: “We need to jump on the train to the future, think ahead, and have a plan. We have to think about who our customers are, get to know them, and boost our brand CHAMPS to meet their needs.” These #RetailMaverick associates embody Sam Walton’s Lauren Piper | @Walmart_3774 advice to always swim upstream. Find out why they think Assistant Manager, OGP/eCommerce we need to push against traditions and expectations. Store 3774 | Williamstown, N.J. FAILING FORWARD: “Retail Mavericks are those willing to go, ‘Hey, let’s try this,’ in the hopes that the idea or suggestion will better those and the processes @TristanAmani Tristan Amani | around them. If it doesn’t work out, they’re Co-manager | Store 1202 not defeated—they roll with the punches Wisconsin Rapids, Wis. and try to come up with another or better idea to see what happens next.” EVALUATING WINS AND LOSSES: “The moment we stop questioning how we can do things better is the moment we start to fail in our roles. We set our own future not by living in a past win, but by learning from Michael Spoon | @MichaelSpoon_ it and changing to meet the new business eCommerce Manager | Store 2359 and people demands.” Ashtabula, Ohio

CHALLENGING CONVENTION: “We don’t need to stagnate. Do better than yesterday, do better today for tomorrow, Jermaine Brown | @Jermaine___Brown and take those big risks. Push the general Store Manager | Store 1934 norm; be uncomfortable. We all naturally South Hill, Va. do what we’re comfortable with. Get out of your comfort zone.” DEFYING COMPLACENCY: “Even if you are on the right track, you will get run over if you just stand there. That is why we need great ideas FOLLOW THESE ASSOCIATES AND from innovative thinkers to continue to blossom as a @WALMARTSOCIALCHAMPS company. Collectively, if we do not create new for inspiration on how to use social media to ideas, another company will. That is why we need connect with your customers. Then, get out associates who are afraid of being comfortable. Being there and create your own amazing posts! too comfortable could lead to disaster.”

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17_Social Champs.indd 14 7/19/19 3:23 PM 17_Social Champs.indd 15 7/25/19 9:53 AM TIFFANY RACHEL LANE SHAW play JOB TITLE JOB TITLE Cake Decorator Cake Decorator

STORE STORE 599 599 THE SWEET Kingspor, Tenn. Kingspor, Tenn.

SOCIAL MEDIA: Inspire and Promote

So what inspires these two? Social media—especially Pinterest and Instagram— provides ideas. “I’ll look online and see Spot#CakeIsLife. people are into unicorns or Their passion and mermaids, and that inspires dedication have For Rachel Shaw and Tiffany Lane, it’s not just a hashtag. what we do,” says Tiffany. put their bakery It’s a fact. After all, these bakery associates are responsible for decorating roughly 30 to 40 cakes every day. Tiffany and Rachel also use on the map and social media to connect The duo offers sheet cakes, cupcakes, and round cakes, Wednesday 4:30 p.m. with potential customers. attracted the but most of their daily orders are custom cakes and designs attention of they’ve created themselves. Their success has earned “We’ve created our own the pair their management team’s trust. That led to their “Never turn down an clientele,” Rachel says. their customers. “They come in and say, getting a special display case just for their creations. Wednesday 4:35 p.m. order. We thrive on ‘We’ve seen you do this “People come into the bakery just to see our display,” customer service.” online.’ Most of our orders says Rachel, who adds that the display features things you “That’s how you get the are hand-drawn stuff or don’t find in the traditional cake order books. “And that customer. They challenge customization, and people case was our market manager’s idea, but we would love Tiffany are willing to pay for for all decorators to have their own display case.” us, and we’re like, that. They don’t want the ‘Yes, we can do it.’ ” traditional ‘roses and stuff.’ ” “We are both really driven Rachel by profit. It’s like a game for us. We love trying to just blow all of the other stores out of the water,” Tiffany says. “We are bubbly and constantly smiling and laughing. We bring customers to us, and they come up to us and have conversations. We love that, and they order cakes from us because of that.”

Follow @Walmar599 on Facebook to see Rachel and Tiffany’s latest creations.

16 #RetailMaverick @WalmartWorld 17

07_BakeryAssociates.indd 16 7/25/19 10:13 AM 07_BakeryAssociates.indd 17 7/26/19 12:23 PM JORDAN innovate McDERMOTT

JOB TITLE Store Manager

STORE 5831 | Thornhill, Ontario

"We really wanted EMBRACING NEW IDEAS WITH to create a movement JORDAN MCDERMOTT that was Jordan embraces the idea of being a Retail Maverick. “It’s kind of a different way of doing things,” he says. store-specific." For new ideas, he frequently turns to his team: “The associates are the spark. We create the fire and see if it JORDAN McDERMOTT works,” Jordan says. STARS

HERE ARE FOUR Southern Hospitality in the Norh ASSOCIATEGENERATED Store 1056 in Oshawa, Ontario, was called IDEAS THAT LED TO “Oshawa South.” When Jordan was manager IMPROVEMENTS AT there, he says, “We really wanted to create a JORDAN'S STORES. movement that was store-specific. Sam Walton NORTH always said, ‘one store at a time,’ so we said, Stocking Your Favorites ‘What if our customers kinda felt something different?’ ” Each fulfillment associate’s car€ features a whiteboard sign with their name and a message They came up with “Southernality,” inspired about what they’re stocking, like, “Hi, my name by the American South’s friendly reputation. is Jordan, and I’m stocking your favorite beauty “We try to overwelcome and be overly friendly.” products.” This idea, daytime stocking, has allowed fulfillment associates to interact with Listening, exploring new customers and reduce shrink. All the stores in Jordan’s market now use this program and are Big Ideas ideas, and innovating: continuing to enhance it. Jordan has held Think Tank Fridays in all the That’s par€ of the everyday experience stores he’s managed. “It’s an open forum where we brainstorm about how we can make of associates in our neighbor to the Multicenters the store better,” he says. “Associates are able to pitch an idea and see it created in nor€h. Here, some #RetailMaverick Another idea was to use a corner of the their store and, in some cases, see it go to store to house the multiple deals, or BOGOs. associates share how they’re pushing FOLLOW JORDAN'S multiple stores.” retail’s boundaries—not just for Walmar€ “One of the pricing strategies is multisave,” CURRENT STORE Jordan says. This strategy of “multicenters,” One of Walmar‡ Canada’s first to have Everyone from hourly associates to managers Canada, but for the company as a whole. he adds, grew the store’s average basket size. an Instagram page—@ThornhillSpark par‡icipates, and associates often volunteer #SparkOn to join these brainstorms.

18 #RetailMaverick @WalmartWorld 19

14_CanadaAssociates.indd 18 7/25/19 10:24 AM 14_CanadaAssociates.indd 19 7/19/19 9:45 AM LEE JEYES LOOKING FOR WAYS TO IMPROVE WITH JOB TITLE Director, Customer SAMANTHA CHALLENGE Experience and FINELLI WITH JOE Innovation JOB TITLE STORE Store Manager RESPECT SMITH Home Office Joe is all about big ideas. One that made an M i s s i s s a u g a , O n t a r i o STORE impact: a mobile bagging car that works in 1004 conjunction with Check Out With Me. It allows Toronto, Ontario CSMs to scan items prior to reaching the register and bag items from customers’ cars. The idea came about, Joe says, because he is always looking at process improvement in daily programs. “If I feel there is a more efficient or better way of per‚orming a task or serving our customers or training our associates, I will try it,” he says. “Let the results speak for themselves.”

HOW JOE GAINS ASSOCIATE SUPPORT: Share with the team to keep everybody involved (communicate all you can).

Accept feedback and appreciate those who give it.

Brainstorm ideas and narrow them down.

TRYING OUT SIMPLE SOLUTIONS WITH FOLLOW SAMANTHA'S STORE on Instagram at @WalmarStockyards. LEE JEYES Lee works in the customer experience field, and when he needs help solving a problem, with he knows where to turn: store associates. “I think 90% of the time they’ll have the solution to the problem.” SAMANTHA FINELLI Like when he was working to redistribute traffic to self-checkouts. Customers were only using “It’s imporant To that end, Samantha encourages dialogue the lanes nearest the exit, and Lee’s team was among her team and herself—even if that means working on a complicated way to reroute them. to take our pushing back on how things are typically done. Mobile Then Lee spoke to an associate, who said, Bagging Car associates on “Process is imporant,” she says, “but I think it’s “What about just doing something with the Now in 200 OK to have conversations where people think lights?" Because people are used to traffic lights, JOE SMITH the journey stores differently. Sometimes, great ideas come from and green is the signal for ‘go,’ Lee took the idea JOB TITLE with us, no that. I believe it’s OK to respectfully challenge, and suggested just using green lights for open Market Asset matter how and I ask my team to do the same with me.” lanes. The solution worked—it was implemented Protection Manager overnight and saved about $500,000. big or small,” She’s also willing to accept challenges from STORE customers. In fact, she’s created a council of “If you have an idea, don’t assume someone’s Home Office says Samantha. loyal shoppers. “We invited customers to our working on it,” Lee says. “Implementing an idea Mississauga, Ontario “Their voice store to try out new technology and preview takes someone courageous enough to push it FOLLOW LEE AND JOE ON SOCIAL new areas of the store (as we renovated) so forward and put it into practice—a leader.” Find @ThinkDifferent_Lee on Instagram is critical.” they could provide feedback.” and Joe on LinkedIn at Joe Cory Smith.

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14_CanadaAssociates.indd 20 7/25/19 10:24 AM 14_CanadaAssociates.indd 21 7/29/19 4:32 PM innovate VISION FRONT CENTER END

Heather Wade Erica Lewelling Vision Center Manager Assistant Manager Map Out Your Store’s Store 3216, Virginia Beach, Va. Store 742, Kingsport, Tenn. @Walmart3216 @Erica_WM742 Social Media Plan Promote accessories you know Don’t try to be per­ect. “People will do well in your area. Polarized want to see the real you and Stores are big places, and every department and section clip-ons and eyeglass straps sell fresh, inspiring, creative posts.” well here in Virginia Beach. is a bit different. Here, associates offer ideas and tips for Create your own themed making great posts in different parts of the store. Target your market—if you see background to showcase a ton of children, showcase deals a product. The front end’s on children’s frames. bare walls are per­ect for this.

ONLINE LAWN AND Be creative. “It can take your post GROCERY PICKUP GARDEN from great to exceptional with just a few added special touches.” Lauren Piper Mara Hernandez Assistant Manager Assistant Manager Store 3774, Williamstown, N.J. Store 1833, Fredericksburg, Va. FRESH @Walmart_3774 @Walmart1833 DEPARTMENT Show the creative ways your Create a video or picture OGP team works during slideshow that helps customers

Nathaniel McQueen challenging weather. identify and care for the different Assistant Manager types of plants for sale. Store 3772, Jonesville, Va. Create a video showing customers @Walmart3772 how to use the OGP service. Use unique colors and visuals in Promote OGP services by celebrating the lawn and garden deparment Do the thinking for the customer. to make your posts stand out. Show different Fresh items that can be customers who reach a milestone used as meal solutions when bought number of orders. together—or shoot a video showing a dish being prepared. Have fun. “We were pushing the $0.98 cupcakes, so I made a video of an associate with a red robe, a tiara, and a staff. She was the cupcake queen—sales went up tremendously.”

Visit the store Instagram pages of these associates to see examples of these great tips in action!

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22_Social Store Map.indd 22 7/25/19 10:51 AM 22_Social Store Map.indd 23 7/25/19 10:51 AM JOHN Learn What Good Looks Like GASTON How do I know that you JOB TITLE know what good looks like? Club Manager My first two or three months,

STORE I retrained everybody, aisle by Sam’s Club 6307 aisle. We toured until it became a Columbus, Ohio habit. We had to learn how to win.

Have a Winner’s Mentality A winner will do whatever it engage takes to win. Winners will come in when you schedule them to work, be here all the time, help out in different areas, check on teammates, and follow all of the standards each and every single day. Most impor antly, they’ll do it again the next day and the next day and the next day.

Take Care of Your Team If I’m the first person you're coming to about an associate, we’ve already lost. If you go to the coach and say, “This person isn't perorming,” I blame you for letting that person underperorm, because you sat there and watched them underperorm. That’s the issue, so you’re just as much to blame. A year and a half ago, John Gaston arrived in Columbus, Ohio, to an underperorming Don’t Cheat the Game complex club. But, using what he learned about If you’re prepping for anyone, leadership on the basketball courˆ, he turned it it shouldn’t be market managers— around by showing his team what success looks it should be that customer who like and how to believe in one another. comes in five times a week. Never let your current circumstances Here, he shares his thoughts on affect your standards. Do what the club leadership game. you need to do every day so that RUNRUNRUN when leadership visits, we’re THE already where we need to be.

Take Criticism and Move Don’t get mad. Take feedback and grow from it. Then achieve more from it than anything. Go back to the person who criticized you and show them, “I can do it. I might have needed your feedback and leadership to help me out. But GET IN THE GAME WITH JOHN I can do it.” Follow John on LinkedIn and find his club on This manager PLAYSmayPLAYSPLAYS be relatively new to the game, but his experiences playing college and Facebook @SamsClubColumbusOH6307. pro basketball taught him lessons for leadership that he’s applying directly to his club.

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09_Sam's Club Manager Put Store On The Right Track_John Gaston.indd 24 7/19/19 1:25 PM 09_Sam's Club Manager Put Store On The Right Track_John Gaston.indd 25 7/29/19 4:47 PM inspire SUMMIT/ GOAL ORIENTED

LEADERSHIP CORE MINDSETS Prioritize what’s important to win. Discover the ideas and ways of thinking that A goal-oriented Retail Maverick will help us reach our summits—and how positions the team to lead, not just fix, a few associates are bringing them to Guide your team toward the top. in the face of obstacles. With eyes on life in their stores. A Retail Maverick makes the tough the summit, this individual exhibits a decisions and inspires others on relentless focus on achieving goals by the journey to the top. A leader of avoiding distractions and innovating this caliber breaks down barriers along the journey. AGILITY and drives collaboration in order to focus on team and company wins rather than individual ones.

“I have clear goals I want to accomplish WHY YOU NEED By Greg Foran this quarter, this month, this week, this CAMP IV MINDSETS President and CEO, Walmar’ U.S. Pivot fast to face new challenges. day. Having a vision of where I want to An agile Retail Maverick climbs “Here’s how I demonstrate the be and what I want to achieve keeps to the summit with a sense of CAMP IV mindset: Quick fixes never me in line. urgency, using a trial-and-error stick. You can throw a few people You may have heard me talk This is where we are as Walmart We set high goals to make the approach to problem-solving and at hitting a metric, but in that case, about the need for us to move U.S. We’ve done a lot, but we celebration even sweeter when we improving outcomes. The speed only a fraction of your team really from “fixing to leading.” Over can do more; we need to do more. achieve them. the past four years, we’ve allows for an openness to learning knows why you’re working to hit it. To help the organization accomplished a lot; we’ve fixed and “failing forward.” It’s not sustainable. We are also creating an environment understand the new way of many of the fundamentals of where there is a lot of collaboration. working, we created the I’d rather go to my entire team and our business. We’ve reduced CAMP IV Mindsets. We think talk to them about the ‘why’ behind Department managers help one another. inventory, improved in-stocks, about them in three categories: the ‘what.’ That way, you get that Management is sharing feedback, and lowered prices, and made Agility, Leadership, and being entire team on board. You equip that they promote associates from within. investments in technology “We work for a company that team with the knowledge of the Summit/Goal oriented. It is great to see, when teams and associates. responds to the fast world we live ‘why’ and let them go. have common goals—what you There are many good examples in, which means we will see change. To put it simply, we elevated This way, you get many people in can accomplish.” of what these mindsets look Our success and the future of our focus on the customer. your store to embrace it.” like in action. Being a Retail our stores depend on associates ALEKSANDROS MEHMETLLARI Our job now is to build on Maverick is a great example. using agility to respond to change JIM RUSSO Store Manager that momentum—to continue It involves taking risks, being quickly and without losing sight Store Manager Store 5495 | Glenolden, Pa. fixing, but also to start leading. brave, and having a constant of the big picture. Store 1930 | Plaistow, N.H. Leading requires more than obsession around solving @Walmar 5495 simply changing what we do; it customer problems. I love to empower my associates @Walmar 1930 means changing how we do it. to give them the opportunity to The CAMP IV Mindsets It requires a mindset change. challenge themselves. I do this don’t mean departing from by hearing their ideas. Instead of To drive this home, we created One Best Way. The goal is saying, ‘This is how we will do it,’ a strategy for the U.S. business to build on One Best Way and I love to say, ‘What do you think called CAMP IV. The name make smart decisions to make a is the best way we can do it?’ ” comes from the plateau on customer happy by empowering Mount Everest where climbers our associates. BRITTANY DAVIS spend their final night before Market Asset Protection Manager Our business is at a critical attempting to reach the Market 496 | Charleston and moment. The CAMP IV summit. By the time climbers Myrle Beach, S.C. Mindsets are a way to help us get to Camp IV, they’ve done @Wmt.Brittany move from “fixing to leading.” a lot of hard work; now they By putting them into action, face the moment of truth. we can create—and win—the They need to push even harder. future of retail.

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15_CAMP IV Core Mindsets.indd 26 7/19/19 1:36 PM 15_CAMP IV Core Mindsets.indd 27 7/25/19 11:15 AM KEEP 13_AssociatesPathsToSuccess.indd 28 28 #RetailMaverick ONE WAYONE A OPPORTUNITIES A REALITY. PUSHING UNTIL THEY MAKE THOSE THEN THEY HAVE THE DRIVE TO KEEP OTHERS MAY NOT NOTICE. TO SPOT OPPORTUNITIES THAT UPSTREAM: THEY KEEP AN EYE OUT 727 |Cedar own, Ga. STORE Assistant Manager JOB inspire WILLIAMS ANNA TITLE #RETAILMAVERICK SWIMS PUSH ING and positive enough to take the goodandbad. Open yourself up to criticismbutbestrong more than likely to getwhatyou’ve asked for. approach andask for honest feedback, you’re not feel like they shouldweigh in,butifyou opinions. If it’sapeer, sometimes they may Take astepbackandlisten to people’s gaining feedback willbekey toyour success. or goal.Staying positive, listening,and they may not fully understandyour intention Most of the time, ifpeopledon’tsuppor you, LISTEN ANDLEARN that makes sense to our team. I try to inspire and to explain things inaway engaged to suppor doingmore socialmedia. them. It’s really helped some of the team get and onthesalesboostswe’ve gainedfrom data onpoststhatImake showcasing items on My Local Social.I’ve beencollecting I spendsomuch time creating posts to share members of my team don’tunderstandwhy our Clean,Fast, andFriendly score. But some really helpedbringcustomersinand engagement through socialchannelshas everyone knows everybody. Building My store isinavery small town where SOCIAL MATTERS just hadtoconvince her team. with customersonsocialmedia.She Anna saw thepotentialinconnecting 7/25/19 1:00 PM 13_AssociatesPathsToSuccess.indd 29 2249 |Chehalis,Wash. STORE eCommerce Deparment Manager, JOB ZERR JESSIE TITLE your own success. The sky is the limit. motivated, becausenobody cankeep you from from peopleI’ve metat the Academy. Stay had someof the bestsuppor this way, especially who may notbeat your store. Ipersonally have Reach outtoother leaderswithinthecompany Sometimes allit takes isexplainingyour why to you andexplain why you need their suppor. management team. Let them know this is imporant First, don’tstopdiscussingyour goalswithyour My advice ifyou’re inapositionlike Iwas: Refocus andcontinue pushing through. positive thought to changemy negative mindset. breathe andchallenge myself to find atleastone all have. During those times, Iliterally have to especially ifyou’re having abadday, whichwe Staying positive canseemsodifficultsometimes, THE POWEROFPOSITIVITY to show that itwas somethingI truly wanted. I could take ittothenext level. Iwanted my interests andgoals,thinkingof ways suppor‚ getmedown, continuing toexpress I proceeded by notlettingthelackof growth weren’t beingsuppored. Which mademe feel like my goalsand the front end.You don’tneed to move!” but I’d always hear, “You’re agood fit for I’d wanted to move areas for along time, A NEWWAY TO SERVE CUSTOMERS took persistence andpositivity. eCommerce. But gettingthechance Jessie wanted tomake adifference in and Annaat@Annaimatedd. Find Jessie onInstagram @MissJessicca LOOKING FORMORE? @WalmartWorld 29 . 7/25/19 1:00 PM inspire HEADS OF THE CLASS I come from a pretty humble background—my dad was a A true #RetailMaverick is made by mentorship coal miner—and I was the and training. Michael is helping people at his first in my family to graduate store find their paths and build careers. from college. I always wanted to help other people find the Michael Osborne wanted to be a teacher. While he worked toward his education degree in college, opporunity for success that he star ed at Walmar , and his managers and mentors showed I found. I know firsthand him that he could make a difference for people in his store. Now, as a store manager himself, Michael gets a chance just how big a difference to mentor other associates and help them find the road to success. “I always say, you get a chance to Walmar can make for be a hero to someone every day,” Michael says. “It’s impor ant to give people something to a person. strive for, but at the same time you don’t want to give them so much that they break down and fail. Finding that sweet spot is what I call the zone of proximity.”

Finding Star Students “Not only do the associates Putting his student teaching and learn about all the par s Walmar experience to work, Michael created a program in his store to give of the store, but they also more people oppor unities to reach new learn leadership skills from heights. “It’s my way of offering avenues for advancement while allowing longtime experienced associates. That associates to stay in the positions they love.” helps when they apply for management training.”

“I ask all my associates where they want to go with this company, and one associate said he Here’s how didn’t want to go anywhere.” But Michael insisted: “He was in my program when MICHAEL it works: I needed a temporary replacement for OSBORNE a depar ment manager position, and he was phenomenal. He now has a depar ment of JOB TITLE his own. Before the program, he never would Store Manager have thought about applying.” STORE 1466 Michael has truly come full circle, bringing Interested associates The selected associates They repeat the his passion for education and development Jacksboro, go through an interview work through a training shadowing process Tenn. into his career at Walmar . Says Michael, process to determine program where they with supervisors in “Teaching people, helping them grow in who will join the shadow the manager other areas in the store. their jobs and become better leaders, program. of a depar ment. brings me real happiness.”

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16_osborne.indd 30 7/19/19 10:23 AM 16_osborne.indd 31 7/29/19 10:32 AM play Associates in Action! Singing. Mixing drinks. Video games. Associates are pretty talented. This group took a chance and showed off their stuff on social media. It paid off with some amazing opportunities, and they came back to work with more confidence and passion than ever before. #SPARKAPPELLA A cappella and Walmart have a lot in common. Really. Getting the job MOCKTAILS done requires many uniquely talented associates working as a team. And a People Lead Holly Galvan (Store good a cappella song requires that a 5045, Tomball, Texas), Walmart group of singers bring their individual Radio DJ Antonio Williams, and voices together. In both cases, it’s all Pharmacist Kristal Erskine (Store about harmony. 6894, Apopka, Fla.) were among many associates who shared their That’s what the associates who mixology skills on social media took part in the Walmart Associate as part of the Walmart Associate A Cappella Challenge learned. Mocktail Artist Contest. They were They posted videos on social media chosen as winners and got to travel showing off their impressive to Chicago to film videos and learn pipes, and 11 were chosen to fly trade secrets from top mixologists to Bentonville. There, they recorded from the Cocktail Artist® brand. in a professional studio with “father of modern a cappella” Deke Sharon Each won a custom Cocktail Artist® (who provided music direction for the bottle featuring their image and Pitch Perfect movies), and they even mocktail, plus they learned some got to meet Cupid, who pitched in new insights on using social media. on an all-voice version of the “This experience made me more “Walmart Shuffle.” open to using social media for The associates came away from my store to promote items,” says the contest with some new lifelong Kristal. “I had no idea how much friendships and the confidence to of an influence a short video and bring themselves to work more fully E3: GAME ON pictures can be.” every day. More than 500 players signed up for the Walmart Associate Gaming Tournament, where they showed off their skills in Scan here to meet Fortnite and Rocket League. Three reigned No matter what stage the group and see supreme, earning a trip to Los Angeles for you’re on, if you just their music videos! the Electronic Entertainment Expo (E3). For winners Nick Keller (lawn and garden stick to being you, associate, Store 219, Sedalia, Mo.), you’ll be fine. Scan here Justin Sheldon (department manager, consumables, Store 2231, Moline, Ill.), to check out Justin Sheldon their recipes! WHAT’S YOUR TALENT? and Jacob Willey (production supervisor, These photos were taken by Store 333, Beaver Dam, Ky.), the trip not Russell Bloodworth, SparkAppella only gave them a chance to see the newest beatboxer and Walmart World games, but it showed the importance of associate director. Watch following your passion. “Communication is @WalmartWorld and OneWalmart Scan here for video key in gaming,” says Jacob. “You don’t want for more opportunities to show to do something that someone else is coverage of E3. your talent and passion at work! already doing. The same rule applies at work. You’re all working for that customer.”

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25_ActivationRoundUp.indd 32 7/25/19 2:42 PM 25_ActivationRoundUp.indd 33 7/25/19 2:42 PM BRITTANY HAINES WHAT DOES engage A PEOPLE JOB TITLE People Lead LEAD DO? People leads serve as liaisons STORE between store associates and Neighborhood leadership to help: Markets 5744 and 5740 • Increase collaboration Mobile, Ala. • Better identify associates’ needs • Improve job satisfaction and NEW ROLE personal development Brittany is excited to have the freedom to tour her stores and meet with associates daily: “I’m their advocate, always looking out for them. I get to help them help their team win every single day. BRITTANY It’s awesome!” TAKES THE LEAD

As the people lead for two Brittany Haines is always Brittany’s ambition led her looking for a way to make to the new people lead Neighborhood Markets, an impact. And in the less role, where she serves 220 Brittany shows how putting than four years she’s been associates instead of the 80 with Walmar, she’s helped she assisted before. drive impressive results people first can make you a “I wanted the greatest reach by seeking challenges and of impact I could have, so EMBRACING CHANGE #RetailMaverick. empowering co-workers. I could make the biggest When it comes to her new responsibilities Such as when she was difference,” she says. and embracing any challenges that come with working as a personnel change, Brittany says perspective is every- Now she has more coordinator at a complex thing: “If you really embrace your position opporunities to give Neighborhood Market. and all it can do for your team—especially associates the suppor they She empowered her when things change—it’s a win for everyone!” need in order to develop by associates to make a getting to know them. difference, dramatically Interested in becoming increasing their “Understanding where a people lead? perormance numbers— they’re coming from,” the store saw a 10-point she says, “is the first step Scan here for more info. boost on the Associate toward getting them where Engagement Survey (AES). they want to go.” Follow @BrittanyHaines_ on Instagram.

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36_BrittanyHaines.indd 34 7/25/19 2:15 PM 36_BrittanyHaines.indd 35 7/25/19 2:16 PM engage LOOKING FOR MORE? Find Tommy’s store on Facebook @Walmar3377. SO WHAT’S TOMMY DOING TO HIT HIS SALES GOALS? HERE’S A TASTE:

This #RetailMaverick draws on his personal skills and passions to meet GIVE ’EM A BITE. an ambitious depar ment goal. When Tommy offered up fresh pico de gallo for his shoppers, many asked him where to find it. But the truth was he’d made it himself. “I told them how, and then asked them how they liked it when I saw Although he’s been with Walmar less than three them again. Food always connects!” years, Tommy White brings a lifetime of experience He likes to roll out new tastes—such as watermelon to his job as produce deparment manager. “Since I with chamoy, or papaya—on weekends. Once, there was 16, I’ve always worked in restaurants and really were extra plantains to sell, so he thought back to loved the customer service aspect of it,” says the now some traveling he did in Puer‚o Rico and fried up 37-year-old. “I love seeing people happy and getting the plantains to stir interest. what they deserve.” Tommy combines that desire to serve with an ambition to always push for more. His current goal: NEVER DISAPPOINT $10,000 in produce sales on a Sunday. (The produce YOUR CUSTOMER. deparment achieved more than $12,000 on Mother’s “You never want a customer to come in and hear Day, but he still considers his goal unmet. “A lot of it that you ran out,” Tommy says. Instead, learn what was flowers,” he explains.) sells. Pay attention to the weather and the season and then order appropriately. Keeping the depar‚ment clean and inviting is also essential. “We have a great overnight Fresh cleaner, but we also all pitch in to keep things looking great throughout the day.”

ENGAGE THE CUSTOMER. Tommy’s first rule? “Make everyone feel welcome.” When he star‚ed greeting Spanish-speaking shoppers in their native language, he caught them off guard. “Now they’re greeting me first,” he says with a smile. He knows his customers and invites them into conversations. “My regulars will come in and ask I’ll do anything. me what’s for dinner tonight,” Tommy says. He’ll find out I never consider their preferences and then look for recipes they’ll love TOMMY JOB TITLE STORE myself above so they can stock up at the WHITE Deparment Neighborhood store. “One customer asked Manager, Market 3377 anything. for help because her daughter Produce Tucson, Ariz. was trying to become vegetarian. We pulled Catch the eye. “If you make it look out the phone to search good, people want to buy it.” Tommy’s for options together.” deparment gets creative, like the time cilantro and various lettuces were arranged in a water’all display.

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19_tommy_v2.indd 36 7/25/19 2:49 PM 19_tommy_v2.indd 37 7/26/19 3:11 PM kenny_cable_v2.indd 38 true self. He tells ushow inhisown voice. health. But after hittingbottom, he’sfound his Kenny Bhasstruggledwithanxiety andhismental inspire “I’m stillhere for areason.” did care aboutme.And they letmeget special. It mademe feel like they really something horrible. GOING BACK and Ididn’tknow my father. Ididn’thave I hadlostmy Mamaw, Ilostmy Papaw, I was going through anxiety, andIdidn’t But Igot throu‚h it,andI thou‚ht, I reached the lowest point of my life. I know that’s not true, but that’s how I felt. with me through the things that Ihad to go I was welcomed right back.People came Everybody knewIjustwent through It was hard walking backinto my store. rough moment inmy life. my feet backon the ground andworked up to meandsaid,“We justwant you to through—the therapy, the appointments. like ifIwasn’t here, noonewould missme. but justone friend outsideof work. I felt know how to handleit.I felt very alone. know that we’re here for you.” It was My nameisKenny BCable. Last December, Ihadavery Tenn. Kingspor, 599 Manager Assistant STORE JOB TITLE KENNY B CABLE 7/25/19 3:00 PM kenny_cable_v2.indd 39 “Hey, how are you?” The lasting impactyou make isone that isn’tabusiness-related OK right now. But you’ve justgot to behere. You’ve got to bein the Growing up,Ididn’t feel like my voice mattered. Iwould say something do. Iwant to say that your life might not have beenperˆect, butyou’ve still got you andyou’ve stillgot your future. You canshapeyour own shame andnot have that weight onmy shouldersisgreat. Now Ican store, Iwas hidingwhoIwas. Ididn’treally announce whoIwas for anything to anybody. But now you seemeatwork, andI’mlike, and believed inme.I felt athome. and never beheard. Iexperienced things that were horribleregarding for the rest of their lives. future. You’ve justgot to take the reins. When Idecided that Iwanted to live, I told myself that I’ve got to be fear of whatcould happen.But the peopleatmy store really cared Now Ihave the ability to changepeople’slives. That’s whatIwant to I always used to hidemy voice. Iwas soquietandshy anddidn’tsay But Istillstruggleevery singleday. I’ve lived that way for too long. To beable to bewhoIamandnot feel Being real makes adifference. I’ve lived my life asa fake person. moment, andyou’ve got to enjoy whatyou have asbestyou can. my sexuality. Everything was outof my control. SowhenIcame to the task—it’s something that’s personal.Andpeoplewillremember that POSITIVE IMPACT BRINGING YOUR TRUE SELF TO WORK BE HERENOW here now. AndI tell myself, it’sOK to bestruggling.It’s OK to not be be my gay self. REACH WITHIN HELP IS and confidential, andnosign-upsare required. service isavailable to allassociates.It’s free Call (800) 825-3555 togetstar‡ed.This that I’ve gotten to make myself bebetter.” the therapy; Iwouldn’t have all the things Resources for Living,Iknow Iwouldn’t have Kenny Bsays, “If itweren’t for Walmar‹’s meaning when I was hunting for one. to work and then going home.It’s given mea brings somuch more value to me than justcoming light up.And their family gets to share it! That picture andpostitonFacebook andsee their face difference insomebody’s life. Ican take their to person,butIcanvoice anideaandmake a I might not have agreat ability to connect person connect withpeopleonsocialmedia. the SocialChampsprogram andbeingable to Another thing that hashelpedme: beingpar‹of

per issue. for up to three free sessionsper year local networks nationwide. You are eligible In-person counseling is available through speak to acounselor via televideo. professionals isavailable 24/7. You canalso Over-the-phone counseling from licensed

ADVICE KENNY B’S B’S KENNY Or find @Walmar‡0599 @KennyBCable Instagram: ON SOCIAL MEDIA FOLLOW KENNY B 1-800-273-8255 Prevention Hotline for suppor‹. in crisis,call the National Suicide If you or someoneyou know is are OKnow.” it’s like, “Oh, allmy problems You canjustlookat them, and They have that positive energy. store andseemy associates. anxiety, I’lljustwalk around the When I’mstrugglingwithmy FOR A WALK TAKE ANXIETY him on LinkedIn. @WalmartWorld 39 7/25/19 3:01 PM 35_CindyAlfaro.indd 40

inspire Who’s Using the New American Workforce Poral? associates Walmar 86% there tohelpyou. there’s someone you don’tunderstand, If there’sanything don’t hesitate. Just useit.It’s easy; Cindy’s advice: become U.S. citizens. helped more than 100applicants In just two years, ithasalready • Submitting applications • Reviewing applications • Getting suppor from • Understanding your eligibility steps to becoming aU.S. citizen: guides applicants through the apply for naturalization, andit It’s a free, confidential way to Citizenship Resources page. accessible through Walmar’s American Workforce Poral is Launched in2017, the New Workforce Poral New American USCIS BIA-accredited providers 14% members Family 52% Male Female 48% age Average 39 7/25/19 3:07 PM 35_CindyAlfaro.indd 41 Bentonville, Ark. Replenishment HOME OFFICE ALFARO JOB Manager CINDY TITLE “I didn’twant to stress out W Cindy wasn’t confident that Office in 2016,sheexcelled in opporunities. For some— continue to grow her career she says. “IknewIwouldn’t feel said Iwas acitizen.” she could stay in the U.S. and she always felt like shewas about where I’d benextyear,” a U.S. citizen. When shejoined the Home with justagreen card. piece of paper inmy hand that missing something—the stability replenishment manager, but the biggestwas to become that comes withcitizenship. like Cindy Alfaro —one of like Ihadahomeuntil Ihada her role andwas promoted to always goafter big almar associates MY HOME THIS IS Walmar ishelpingassociatesachieve you needstability.Findouthow citizenship andpeace of mind. To bea#RetailMaverick, Just sixmonths after staring The citizenship poral Then she heard about the gain residency. could go wrong whenapplying citizenship. Having moved says, “Isaw how many things a teenager whenher mom for my residency status,and was “user-friendly, easy to when applying for citizenship.” I didn’twant that to happen Poral—a free onlineservice New AmericanWorkforce needed—which isahugedeal.” married anAmerican,she understand, and free—no lawyer taken sixyears for her to the process on the poral, Cindy to the U.S. from Mexico as their family membersgain that canhelpassociatesand became aU.S. citizen. It had CINDY ALFARO “At Walmar, you cango says. “The security andpeace of something to make better,” she advancing her career: anywhere you want, and Now Cindy can focus on mind Ihave now—no onecan take that from me. This ismy there’s always something to do, home, andit feels amazing.” a U.S. citizen. family member become Poral canhelpyou or a New AmericanWorkforce Resources pageand the Walmar’s Citizenship to learnmore abouthow SCAN HERE @WalmartWorld 41 7/29/19 4:46 PM engage Be a Social Media LOOKING FOR #RetailMaverick MORE GREAT POST IDEAS? Find new ways to take charge of your store’s For tips, how-tos, and more, follow social media scene with inspiration from these @WalmarSocialChamps. CYNTHIA JOHNSON associate posts that embrace the unexpected. Then, once you’ve BELL + IVY  COFOUNDER + CEO crafted a post, @CYNTHIALIVE be sure to tag the Social Champs account. Author and personal branding experƒ Follow and tag us on Facebook, BE PROUD OF AND VALUE YOUR TEAM’S DIVERSITY Cynthia Johnson shares Instagram, and Twitter using Demonstrate how celebrating the some social media tips. @WalmarWorld. unique qualities of your associates helps drive teamwork and success. How to create relevant content: “If you’re asked the same question more than once, write it down. @Walmar4438 Then answer that question, whether it’s in a video or a short post or an article on LinkedIn. Because if you’re getting asked a specific thing more than once a day, it means people want to know. That’s how you find your content—listen and give the audience what they want.”

How much time to spend on posts: POST PICS OF “Pick one thing that you can do in USE STRIKING ASSOCIATES 10 minutes a day. Do it consistently, IMAGES TO IN ACTION Show your associates and it will grow and improve.” PROMOTE doing what they do SERVICES OR best and celebrate How to handle negative comments: PRODUCTS their talents— “Every comment should be looked Shots of associates like those of car at as a discussion. Not being on the having fun can attendant Andy offensive or defensive, just say, generate excitement Brown at Store 863 ‘I would love to know more. around store in Roanoke, Ala. Here’s how you can contact me.’ promotions. Take it offline. If they refuse, have SHOUT OUT LOCAL the conversation right there. As long HEROES TO RAISE @Annaimatedd as the issue is addressed, there’s @Walmar0599 GOODWILL value, and people feel heard.” Celebrate your team’s par nerships with amazing people in your community. Check out Cynthia’s book: Platform: The Art @Walmar4196 and Science of Personal Branding

42 #RetailMaverick

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innovate WALMART’S INNOVATION HUB. SERVICE FROM STORE NO. 8, PERSONAL SHOPPING SHE LAUNCHED A NEW CO FOUNDER SHARES WHY THE RENT THE RUNWAY of the Walmart family. a tech-friendly future asamember teams andmaking strides toward how she’sbuildingproductive Store No. 8.Here, sheshares portfolio company to come from at Walmart with Jetblack, the first Now she’sbreaking ground again dresses andaccessories. allowed people to rent designer Rent the Runway, aservice that accessible whensheco-founded extraordinaire—made high fashion entrepreneur and#RetailMaverick Ten years ago,Jenny Fleiss— DELIVE RS FLEISS JENNY DELIVE RS FLEISS JENNY JETBLACK: SHOP BY TEXT That’s whatbots are here for! Yes, please!Perfect timing. do you stillneedmore? about those paper towels, by this afternoon. Andhow be wrapped anddelivered recommendations that will On it! Stay tuned for our top Dinosaur themed. birthday party tomorrow. present for Max’s fifth Hey, J! Need abirthday “There are alot of bigplayers in all across the U.S. and the world. and innovate, I think Walmart hasso WHY WALMART? I really believe that there’s this potential to move much faster by many opportunities, positioned as this amazingassetof physical stores the top Fortune 500company with thinking about the bestway to grow the e-commerce landscape,andin large business to fuel astartup.” leveraging the ecosystem of this 7/26/19 2:15 PM 20_JetBlack.indd 45 That doesn’t consumer behavior and how peopleshop. We’re changing happen overnight. Manhattan, N.Y. Jetblack OFFICE and CEO Jetblack Co-founder JOB FLEISS JENNY TITLE “According to SamWalton’s book, ecosystem. I think the biggest customers are seeing, feeling, constantly taking inwhat and saying.” piece of beinganentrepreneur is learning from your surroundings, like itsown littleentrepreneurial ECOSYSTEM ENTREPRENEURIAL it’s always been that eachstore is “Take initiative to engage That doesn’thappenovernight. evolve customers’ behavior.” Sometimes you need to train and We’re changingconsumer with acustomer instore. IN STORE TO ONLINE behavior andhow peopleshop. “It’s important that associates own perspective, andit’ssuper come from somany different of consumers. Innovation can angles. Think aboutwhatyour powerful to embrace that.” manager. Everyone has their not beafraid to askquestions local community needs and INNOVATIVE INSIGHT bring those insights to your LORES Visit storeno8.com. the shoppingexperience. innovative ways to improve is breaking ground on with customers,Walmart VR to real-time texting the future of retail. From technologies to advance investing inideasand incubator hubof Walmart, Store No. 8is the @WalmartWorld 45 7/25/19 3:25 PM ADDING IT ALL UP Walmar path that finally got her revved up. FINDING A NEW LANE I was terrified, but after I Each of Brandi’s previous Now, her APASM role brings made my first stop, the fire roles helps her in what all those years of experience she does today. Although Brandi did her best was lit!” together. “I finally get to do all the pars of the business in electronics, her hear Today, her duties include more Her work in electronics that I always loved,” she says. wasn’t in it. She was ready to asset protection training, sales opened her eyes “I feel like I’ve got the best of move on, but her manager, as well as assistant manager to retail theft. Michael Osborne, saw promise both worlds.” duties, which are now a par of In the cash office, and convinced her to stay the asset protection assistant she counted money. Best of all, her personality with Walmar. She tried a few store manager (APASM) role. works in her favor. “A lot of SWITCHING different areas before landing As an assistant manager, “You have the day-in, day-out times, being blunt doesn’t go in asset protection. customer service, and then she loved the statistics— hand in hand with customer dealing with repors, “As a floor walker in asset you get that 45 minutes where service,” she says. “But in schedules, and shorages. protection, one of your you get to manage potential my asset protection mode, functions is to help prevent shrink situations as they arise,” And, of course, her time as a it goes great!” GEARS shrink,” says Brandi. “At first, she says. “I love it.” “floor walker” showed her a Ride along with Brandi At Walmar, it’s all about the customer. But this @BrandiLaMacchia #RetailMaverick found another way to make an impact. on Instagram. Good thing she’s skilled at cracking down on shrink.

randi LaMacchia’s original plan was “I don’t sugarcoat a lot,” says Brandi. to become a small-engine mechanic. “I lean much more toward the Asset protection is like riding a motorcycle. B adrenaline things.” But after her daughter was born, It takes determination, patience, and, most she took on a par-time job at Eventually, she found her way to Walmar as an electronics associate. her current role in asset protection. of all, situational awareness. That set her on a new road—one that It’s allowed her to build a career with was bumpy at first. Walmar that she never expected.

BRANDI LaMACCHIA SHRINK SHRINKING Brandi says a store the size of hers The benefit of those reduced JOB TITLE often has a shrink score of more numbers can be felt in the store’s Asset Protection than 1%. But she’s helped that MyShare bonus. “This store has 2017: 2018: 2019: Assistant Store number drop. “By no means do roughly 300 associates,” Manager 1.70% .94% .93% I take credit for the reduction. Brandi says. “How I do my job STORE It’s a team effor,” she says. directly affects them.” 1466 “Our associates are the real MVPs.” Jacksboro, Tenn.

46 #RetailMaverick @WalmartWorld 47

23_AssetProtection2.indd 46 7/25/19 3:40 PM 23_AssetProtection2.indd 47 7/25/19 3:40 PM RT TA S Mavericks play KEEP IT SIMPLE: are efficient, Say exactly what needs to be said. so they … GIVING Be precise with your words. FEEDBACK Being critical without criticizing is challenging. Follow this path to provide the best feedback to your fellow Retail Mavericks.

MAKE IT A HABIT: Mavericks Feedback needs attention. accentuate the When something needs to be said, say it! positive and always … WHETHER YOU’RE GIVING OR RECEIVING FEEDBACK, REMEMBER: THE GOAL IS Mavericks know ISH PROGRESS. USE THIS “BLUEPRINT” TO IN themselves first, F BUILD YOUR CAREER ON FEEDBACK. Mavericks want so they say … to participate, so you will want to … Mavericks know the value of a good process, so they …

CHECK YOURSELF: BE TIMELY: Before giving feedback, The sooner you address the SHOW THEM YOU GET IT: remind yourself why issue, the better. Feedback LISTEN UP: Use your body language Give them your undivided you’re giving it. shouldn’t surprise someone. and (few) words to show attention and acknowledge you’re engaged: what they’re saying. • Nod. • Smile. • Respond with “Yes” Mavericks or “I understand.” never stop, so you should …

Mavericks are on top of their game, so they Mavericks are focused on make sure to … H IS improvement, FIN so …

Mavericks BE CURIOUS: want to learn Reflect on the feedback and always just as much as ask questions to clarify anything you they want to didn’t understand. lead, so … RECEIVING it FEEDBACK Getting feedback is all about KEEP active listening. Follow this path to participate effectively in your BE RESPECTFUL: fellow maverick’s feedback. Encourage mutual understanding Mavericks by being honest in your response. follow the Treat them as you wish to be treated. Golden Rule, so … RT STA 48 #FixingToLeading#RetailMaverick @WalmartWorld 49

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Tom Ward started out working for Asda—Walmart’s U.K. division—where training and learning in a live store environment built confidence and skills. When he came to the U.S. to work in Operations, though, he quickly saw that experience was missing for many associates. Follow Tom Ward on LinkedIn for more on the updates and innovations he’s bringing to Walmart. TOM’S STEPS What I learned from implementing TO SUCCESS Academies is that you have to: SCHOOL’S IN: Identify what needs to be done. Figure out how to do it. Get alignment and buy-in. “People come to work and want to To address these opportunities, At first, Academies faced resistance. do the best they can and have pride Tom and his team took the idea of Some was practical: “These aren’t INSIDE THE in it, but just five years ago, many Academies from Asda and figured cheap, with travel and overnight department managers didn’t have the out how it could work in the U.S.: accommodations.” Other people had tools to do the job. It was all about classrooms—in stores—staffed by to be convinced of the concept. numbers and processes, rather than knowledgeable associates who would CREATION OF Ultimately, though, it was the classes how to act on processes to improve teach and share fundamental skills. that won buy-in. “People would visit business. People lacked confidence.” The classrooms would be bright, and and see the confidence the associates ACADEMIES Many associates simply didn’t have students would use iPads and the now had. And when you look at the time to step back and ask questions. latest technology instead of textbooks. performance of the business over the “Business is so busy, with so many Anything to make the students feel last couple years in terms of Clean, things going at once. People need to special and appreciated. Fast, and Friendly and process, be given the time to learn,” Tom says. I think we can be confident we made Whether someone was new or had a difference in store operations.” “There was an entrepreneurial spirit in years of experience, the program could stores, which is great, but it should be have an impact. “After years of doing Tom has moved on to new projects—  Academies may now getting the right assortment for the something, people assume they should Andy Trainor, vice president, learning, be a common par of community. We needed there to be know how to do it. But they may not. Walmart U.S., and the Academies team the associate experience One Best Way to do things. It wasn’t So we did foundational training so now run the program—but he looks something people were used to.” they could build confidence and really back fondly. “I really didn’t anticipate and Walmar culture, but understand what they are doing.” how popular these would be and how a few years ago, they didn’t much pride people would have in it.” exist. Find out how this #RetailMaverick overcame skepticism to launch the program that creates a foundation upon which associates can build success. , Number of associates Current number Current number Number of associates who in first Academy of Academies of Academy have been through Academy graduating class operating facilitators and DMs programs (as of July 18, 2019)

Tom’s most recent project is Last Mile Delivery. powering this project to be as intuitive as possible. TOM WARD THE To efficiently bring groceries to Walmart’s millions “The drivers are happy because it’s easy to use,” JOB TITLE LAST MILE of customers, the project uses software and says Tom. “And stores are happy because they don’t Senior Vice President, Digital partners with crowdsourcing providers. have to learn anything new for this program.” Operations, Online Grocery Because many of the people making deliveries are It’s estimated that Last Mile Delivery will be in more and Last Mile Delivery not associates, Tom’s team developed the technology than 1,600 stores by the end of the year. HOME OFFICE Bentonville, Ark.

@WalmartWorld 51

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HERE’S HOW I DO IT. MY NAME IS GURKIRAT SINGH. YOU CAN CALL First of all, always be on time. Get your stuff ready. Know your purpose ME GRU. I’M and why you are here. We have to wear our ALSO CALLED freezer gear and freezer pants, and I’m ready THE FREEZER before we work. If a break is just 15 minutes, I take 15 minutes. If lunch is 30 minutes, I take KING. THAT’S 30 minutes. And I don’t stop before the end BECAUSE I’M A of my shift. MASTER PICKER.

Learn from more experienced pickers. I used to ask them to tell me the trick to how you do this or how you do that. They showed me and helped me. I got so much help from my experienced friends.

Set a pattern and flow—and move fast. THE Every good picker has a flow, right? We have an energy, and we drive it all the way to the freezer or the cooler. We pick and we move. I follow the same pattern every day. And then I work a little faster so I don’t get cold. It’s very cold in the freezer, so I work FREEZER faster there to keep myself warm. GURKIRAT SINGH

JOB TITLE Embrace your competitive spirit. Picker, Perishable Our numbers are on the computer screen every day. We had a Freezer Challenge— KING DISTRIBUTION CENTER me and another guy. He picked 2,008, DC 7087 | Toronto, and I picked 2,052. That’s double the Ontario, Canada amount of the standard for picking. Our standard is 1,032.

52 #RetailMaverick @WalmartWorld 53

08_DC Associate_Gru.indd 52 7/19/19 1:18 PM 08_DC Associate_Gru.indd 53 7/25/19 3:53 PM LINDA GALYON 5 JOB TITLE 0 Overnight Stocker

Celebrating 40 years STORE Store 672, Alcoa, Tenn. A lifetime of #RetailMaverick experience. “What I love most about my job is it’s something new and challenging every day. I spent most of my years BETTY EMERT REBECCA WORTHEY BARBARA ROMDALL BRUCE UPCHURCH working in the cash office or in layaway. WM 60 | Troy, Mo. WM 224 | Mount Vernon, Ill. WM 20 | Clinton, Mo. WM 445 | Leitchfield, Ky. Now, I enjoy working out on the floor because LYNNETTE THOMAS SUSAN VASQUEZ MILISSA DRENNEN JO MYERS I learn where everything is and can help WM 73 | Sapulpa, Okla. WM 228 | Cleburne, Texas WM 37 | Farmington, Mo. WM 526 | Louisville, Ky. customers better.” JAMES BOHNERT GORDON JONES BRENDA BAKER SANDRA ERVIN WM 122 | Jackson, Mo. WM 261 | Hot Springs, Ark. WM 172 | Washington, Mo. WM 700 | Selma, Ala. NELLIE LUCIO DIEANN LANGLEY KIMBERLY VASSAL SHEILA CLARK WM 131 | Mount Pleasant, Texas WM 265 | Terrell, Texas WM 177 | Paris, Tenn. WM 735 | Winchester, Tenn. DONNA BOONE MARVA SIMS MARY BOWERS BARBARA WOOD DEBBIE BAKER 5 WM 167 | Crossett, Ark. WM 304 | Springfield, Tenn. WM 183 | Louisville, Miss. WM 738 | Camden, Tenn. 0 JOB TITLE Front End Associate JAN SWAN LINDA HENSON MARSHA CARNAHAN REX VAN RHEEDEN WM 361 | Collinsville, Ill. WM 197 | Macomb, Ill. WM 1028 | East Peoria, Ill. WM 281 | Heber Springs, Ark. STORE DONNA WHITE GWENDOLYN LAMBERT GWENDYLYN GRAHAM ROBIN BOYD Store 672, Alcoa, Tenn. WM 281 | Heber Springs, Ark. WM 625 | Georgetown, S.C. WM 210 | Holdenville, Okla. WM 1165 | Radcliff, Ky. “I love working with people and that my job gives me JANICE SAMPLETON TAMMY OLSON FRANCES YOUNG ANGELA PRESNAL the opportunity to help people out every single day. WM 292 | Lockhar‹, Texas WM 1696 | Fergus Falls, Minn. WM 218 | Selmer, Tenn. WM 1488 | Douglasville, Ga. I also appreciate that with Walmart, my ability TRISH TAYLOR JOSE MERCADO RIVERA ANNETTE BARKSDALE TIMOTHY COOPER to help others doesn’t just stop at the store: WM 304 | Springfield, Tenn. WM 3670 | Toa Baja, Puer‹o Rico WM 239 | Kosciusko, Miss. LG 6003 | Searcy, Ark. I’ve organized our store’s charitable programs SUSAN BAGGETT E. ANN JOHNSON KAREN BLANCK PAMALA PETERSON for years.” WM 304 | Springfield, Tenn. LG 6018 | Searcy, Ark. WM 242 | Paola, Kan. LG 6008 | Bentonville, Ark. KENDALL SPEARS GARRY MEREDITH MARGARET MCKAY RANDY MCCRORY WM 359 | Fayetteville, Ark. LG 6018 | Searcy, Ark. WM 246 | Skiatook, Okla. LG 6094 | Bentonville, Ark.

STEVEN BROWN HAROLD REYNOLDS KIMBERLY BUSBY JO ARMSTRONG DONNA RUSSELL-MYERS WM 444 | Springfield, Mo. HO 9230 | Paragould, Ark. WM 302 | Murphysboro, Ill. WM 6469 | Byram, Miss. 45 MARGARET NICHOLSON CHARLES RITTER PATRICIA HAMPTON JANICE SCHIEBREL 50 JOB TITLE WM 741 | Lenoir City, Tenn. HO 9293 | Bentonville, Ark. WM 388 | For‹ Smith, Ark. WM 34 | Nevada, Mo. Customer Service Manager

DIANA MARTIN STORE WM 5071 | Lawton, Okla. Store 64, Brownsville, Tenn.

BEVERLY SMITH “My goal was always to build a good, strong HO 8844 | Bentonville, Ark. Celebrating service has long A iversaries been our culture. Here’s how team, and I do that by leading by example. MAYRA CALVO RUIZ BY THE NUMBERS Whenever I was transferred to a new store, HO 9543 | Carolina, Puer‹o Rico 56 5 5 it was done in August 1979. in-store Logistics Home Office I got to work and didn’t ask my team to do AUDRY OLSON associates associates associates anything I wasn’t willing to do myself.” HO 9689 | Grove City, Ohio ANDREA MORGAN WM 24 | Jacksonville, Ark. 1 JOYCE HOWELL WM 118 | Amory, Miss. LYNNE BROWN LORECIA MILLER 7 1 4 WM 127 | Malvern, Ark. 5 JOB TITLE 1 8 3 Department Manager, SANDRA BARNHILL Lawn and Garden, Seasonal WM 189 | Kirksville, Mo. 12 4 16 1 STORE MARY HUGHES 4 1 1 WM 197 | Macomb, Ill. Store 680, Greeneville, Tenn. 4 MARIANN REYNOLDS “I’m always glad to share my knowledge with my WM 213 | Litchfield, Ill. 2,670 team, and I’m proud when they move on to be in the combined years 2 management training program. I show associates that of experience if you work hard and are open to learning new things, it makes us a better company and benefits everyone.” 54 #RetailMaverick

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“The lines outside don’t stop until Saturday afternoon. It’s a massive under aking. But I’ve done Black Friday in so many other stores, and this is the only store that I’ve been to where it’s just fun. It truly is exciting, because all the planning that takes Follow @Walmar5293 on place really correlates with a ALL IN A DAY’S WORK: Facebook to see how they’re using wonder•ul experience.” social to connect with customers. Marcos Bringas, assistant manager, Fresh

PREPPING FOR BLACK FRIDAY AT THE tore 5293 in Valley Stream, N.Y., doesn’t add any additional associates during the NATION’S busy holiday season. Its roughly 800 associates are already up to the task. They have to be: Their store, not too far from New York City, is the highest-volume BUSIEST Walmar store in the nation. On an average sday, their docks receive 15 trucks, and associates stock freight almost around WALMART the clock. When Black Friday weekend arrives, This #RetailMaverick team isn’t afraid says Store Manager Adam Gratz, the team is prepared to handle the traffic. of a challenge. In fact, they welcome it. “Once everything is set up and ready to go, Find out how they take on retail’s busiest season. it’s just a matter of walking the store and making sure we put all the merchandise in the right spots,” he says. “It’s more structured than your average day, of course. We’ll have more freight coming in, more work to do. We have to make sure the freight is sor ed correctly so we’re not struggling at the last minute looking for merchandise. But you just have to make sure everyone knows their role.”

BY THE NUMBERS

PROJECTED 2019 SALES INCREASE: ASSOCIATES: BLACK FRIDAY CUSTOMERS: PICKUP ORDERS DURING THE HOLIDAY SEASON Approximately 11% Roughly 800 10,000 per day 1,000 per day

56 #RetailMaverick @WalmartWorld 57

30_NYBlackFriday.indd 56 7/19/19 10:08 AM 30_NYBlackFriday.indd 57 7/29/19 4:36 PM TIPS FROM ADAM’S TEAM FOR A SUCCESSFUL BLACK FRIDAY WEEKEND Below: Because the Bottom left: The recent Bottom right: Wendy’s team deals with so many store remodel has Pickup team won a trophy shipments daily, they’re helped the busy Pickup for collecting the most ready to keep shelves deparment accommodate surveys about customers’ • Make sure all of your stocked during the its customers. experiences with Pickup. merchandise is organized and holiday season. sored correctly so that it can be easily found.

• Have dry runs and set up practice lines in the weeks leading up to Black Friday so associates know their roles.

• Be forhcoming with any questions you may have and know whom to go to in case of emergency.

• When you get an unexpected hot item that everyone is rushing toward, act quickly, if possible, to move it into a relief area to avoid congestion.

EVERYBODY COMING TOGETHER. THAT’S WHAT FALL ISSUE EXCLUSIVE

Streamlining manager for Pickup. “So I came to us,” Wendy says. “It’s easy more than 1,000 orders might MAKES IT A up with the idea of, ‘Why not access; they don’t have to go be processed daily. Online Pickup move the Pickup area to where through the rush in the store.” “It’s just a matter of planning,” the loading area is, which is a Makes a Difference And with two Pickup Towers Wendy says. “You have to make lot closer to the containers?’ ” SUCCESS. When Wendy Perez stared dispensing merchandise, sure you have your coverage working in Pickup, she saw Pickup wait times dropped many customers have much and have trained backup people waiting in line for by 75%. The new Pickup area shorer wait times. people you can use if you Adam Gratz, Store Manager as long as 45 minutes. has its own entrance, and in a need to.” FOLLOW @WALMARTWORLD Wendy estimates that “The Pickup counter was by recent remodel, a new, bigger and tell us how your store or facility outside of the holiday season, the front entrance, and the backroom was built. prepares for Black Friday. her Pickup deparment delivers merchandise was in containers “Customers don’t have to go about 700 orders every day. in the back of the building,” through the whole store to get During the holiday season, says Wendy, now assistant

58 #RetailMaverick @WalmartWorld 59

30_NYBlackFriday.indd 58 7/25/19 4:20 PM 30_NYBlackFriday.indd 59 7/22/19 1:10 PM 31_What's Inspiring You?.indd60 60 #RetailMaverick Number of each month by CEOs books read inspire – Optimize your leadershipskills. #RetailMaverick best. help thembetheir books andappsthat their picks for the Associates share Find your authentic self.   Get organized 7/19/19 2:44 PM . 31_What's Inspiring You?.indd61 Find your strategy.  Nourish your spirit. 

Be atyour best.  Reduce anxiety. media and tag @WalmartWorld. Join the conversation onsocial What’s inspiringyou thesedays? .      Vision Center Manager Assistant Manager, Fresh Assistant Manager This ishelping megetorganized. Assistant Manager Store Manager This book,by a former Walmar VP, KENNY B CABLE ANGEL COXE ERICA LEWELLING KRISTEN FALHABER TERRENCE WARD allowed me to re-evaluate my to feel good,Ilove these books to beyour mostproductive self. Tap leadership skillsandadopt newones. because they are inspiring. ZACHARY LONES 599 |Kingspor, 599 Tenn. I’m goingback to school this fall. |Greensboro, N.C.3658 Deparment Manager, Toys 742 |Kingspor, Tenn. 4609 |Cincinnati,Ohio 4609 Calm App You Are aMogul / Dare to Lead Planner/Google Calendar App Present Over Perfect into this book’sinformation andwin! HEATHER WADE Chicken Soup for the Soulseries 18 | Newpor, Ark. 18 3216 |Virginia Beach, Va.3216 Science hasalot to say abouthow When Ineed to read something Peak Performance Leading Regular Folks Home Office |Bentonville, Ark. Director, Walmar World @HeatherW3216 @KennyBCable @ZacharyPLones @Walmar4609 @Erica_WM742 @Walmar0018 7/26/19 3:27 PM The #RetailMaverick mindset has How Did You THROW always defined us. As Sam said, “I always PERKS: B A C K prided myself on breaking everybody #SparkKindness? TO ... Find out about some brand-new and some else's rules, and I always favored the Over the summer, actress Jennifer Garner mavericks who challenged my rules.” continuing benefits available to associates. par‚nered with Walmar‚ for the #SparkKindness campaign on Instagram. Associates made posts TBT showing what they did to give back to their communities and tagged them with #SparkKindness and #WalmarAssociateChallenge.

Did you take par‚? Tell us about it @WalmarWorld!

New This Year! If You or a When folks buy into a way of doing things Family Member Gets Sick, and really believe it’s the best way, they We’ve Got You Covered develop a tendency to think that’s exactly the way things should always be done. So Have you heard? Walmar‚ is now one of I’ve made it my own personal mission to the first retailers to offer 48 hours of ensure that constant change is a vital part protected paid time off (PTO) for all hourly associates. Protected PTO of the Walmart culture itself. - Sam Walton helps you in case of a sudden unplanned absence, such as caring for a sick child. @Erica_WM742 THE POWER Become a Shareholder Mystery bags available at the Service Desk for only $1.00. OF ASSOCIATES All proceeds benefit our local Niswonger Children’s and Save for Retirement Hospital for CMN Campaign! #SparkKindness Sam always knew that an ability to change Eligible associates can was needed to succeed, immediately enroll in a Walmar‚ stock and he trusted that his purchase plan with a 15% company match. ANYTHING FOR A SMILE associates could tackle Associates can also contribute any opportunity to their 401(k) plan star‚ing on Finding creative ways to make all customers happy—even the they faced. their first day with the company, smallest—is another way we have always made a difference. and Walmar‚ provides up (Excerpt from to a 6% match after one (Excerpt from Wal-Mart World, October 1989) Wal-Mart World, year on the job. October 1985) Additional Benefits for New Parents @WalmarMarket225 Leah (Store Manager @Walmar3656 ) and I had Don't forget! Eligible associates the oppor‚unity to surprise a few kids from Kidsville who are bir‚h mothers can get up Summer Camp by letting them choose a summer camp INNOVATING to 10 weeks of maternity leave plus ar‚s/crafts project they could complete together. They FOR THE EARTH six weeks of paid parental leave. chose making tie-dye T-shir‚s! As you can see they And families growing through were super excited! #SparkKindness We haven’t always just adoption may be eligible for up been mavericks about low to $5,000 per child to cover prices and serving customers: adoption costs. We championed ideas for sustainability, efficiency, and Everybody Gets making an impact on the environment. As Sam said, a New Vest! “This environmental issue is New vests—yes, with bigger pockets— important to our customers, are coming your way. All store so it’s important to us.” associates will receive a new steel-gray (Excerpt from Wal-Mart Today, vest with either Supercenter blue or Neighborhood Market green trim—and March 1996) @Walmar0599 Get information the fabric is made from recycled bottles. We are humbled to be able to offer a hand to help serve Customized designs will be available for on these benefits meals to our community through our local Kingspor‚, TN purchase later this year. and more at Salvation Army! Small acts of kindness really can make such a big impact to those who need it the most! One.Walmar.com. #SparkKindness #WalmarAssociateChallenge

62 #RetailMaverick

066-WRLD-FALL19_THROWBACK.indd 62 7/19/19 2:48 PM 066-WRLD-FALL19_THROWBACK.indd 63 7/25/19 4:23 PM ON THE ROAD WITH WALMART WORLD EDITOR LEALA KING

“Everyone is absolutely amped, but Sam’s Club is the loudest, and everything is like a Walmart theme park! And then Jennifer Garner and Sofía Vergara showed up! Mom, it was amazing! I’m gonna go to Shareholders every year!”

My parents still don’t really understand with these associates—connecting with everywhere. We spent time with some Just sign here: what I do, but whenever I call and tell them you—and sharing these stories really is the Social Champs, and I was constantly When you’re #WalmartFamous, about my job, they know that I love it. best job in the world. inspired by their innovative thinking you’ve gotta sign “autographs.” and true passion. Their camaraderie Traveling with Walmart World for this issue And just when I thought it couldn’t get any was contagious, and together we met has been wildly inspiring. We met better, we packed our bags for a week at associates from Japan, Chile, South Africa, amazing associates from all over. People Shareholders with associates from all over China, and nearly every state in the U.S. like Brandi, who elevated her work to have the world. It felt like the Olympics of Walmart. new meaning; Kenny B, who overcame the It was an exhilarating and exhausting week. odds and found his place in a loving Thank you all for being such amazing From the moment you touch down in Market Manager , of community; and John, who constantly people who make our jobs engaging and Ashley Phillips Bentonville, you can feel the energy Market 218 in Columbus, Ohio, takes empowers others to succeed. Connecting motivating. Until next time! a moment to enjoy Walmart World. Walmart6962 @WalmartSocialChamps

Work that camera! Department Manager Linda Jackson scans Walmart World as we The Social capture her in her element. Champs strike a pose and get loud at #MannequinChallenge accepted! the annual Social Champs hold their breath Shareholders during Shareholders Week. Meeting in Bentonville. @KennyBCable @Walmart0599 Jenny Fleiss, co-founder and CEO of Jetblack, picks up a Kenny B Cable shows us his impressive collection of Survivor buffs. He has one copy of Walmart World. from most seasons, all in mint condition!

Nothing but smiles when you have a #WalmartAssociateMocktailChallenge face full of accepted. All the way to Chicago, baby! icing and a Cheers! fistful of cake! Tiffany Lane, Kenny B Cable, Gru Singh is so chill, it makes sense and WE COULD VISIT YOU NEXT! that he works in the freezer. Rachel Shaw Scan here to read some behind-the-scenes #FreezerKing are the sweetest ones stories about what happens when on set. Walmart World visits a store—and tell us why we should visit yours!

@WalmartWorld

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Dress for success—and post a pic on social media—in the brand-new vest.

@WalmartWorld

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