Let me get this straight - you bought a bike at WalMart and you were upset that it didn't include tools? That seems like quite an unrealistic customer expectation. You could have spent more and gotten a fully-assembled bike at a bike shop. I'd suggest not being mad at WalMart for them being what we should all expect them to be. Do they have opportunities to be better managed? Sure. But, if I were a WalMart manager and you came back and complained about the bike box not having tools in it, I'd laugh at you.

Mr. Naysmith,

I respectfully disagree, as a reader who relishes your articles.  I don't see a 'death spiral', only those of the consumer masses spinning the retailer's turnstiles. And stable vlaue for their shareholders.  They, or any other retailer, can't provide every product  anyone needs, despite the founder's virtues.  They stock inventory that moves fast.  Personally, I would shop for specialty items ( eg bike tools) at a related store, where  the chance of stock is maximized.  And online if I can wait for it.

You wrote "But I do have the power to spend money where I choose, and spending it at a company’s competitor is a great persuader. For my part, I’m taking my money elsewhere and getting better service and products as a result."  I agree, that is the loudest voice one has a customer in this era when enormous compensation disparity between boardroom and breakroom defines most all American businesses.  Yes, it violates proven quality driven principles, that I try to employ in my profession.   And in my mancave, where I serve my favorite customers.

Harrison S

First off, I don't believe Mr. Naysmith ever said he purchased the bike at Walmart. Second of all, commenters missed the point of the article. Anyone who has ever shopped at Walmart has had the same or similar experience as Mr. Naysmith. Even with a "world-class" inventory system, shelves are often lacking in basic items, and finding assistance is near impossible, especially finding someone who knows that section. It is the same system that nearly brought Home Depot to it's knees a few years back. They scrambled to reinstall people to help customers. I know many people who's experience has been similar at Walmart. Their's is not a model for the long term. 

I am generally a fan of your contributions, but you lost me at hello on this one.

First off, expecting tools with a bike or any other purchase that requires more than a cheap allen wrench is irresponsible. These throw away tools end up in landfills or worse. Good quality tools, as are needed to safely and efficiently assemble a bicycle, would be cost prohibitive to include with the purchase. The fact that you did not already possess the few needed tools required to assemble the bike indicates to me that you were not qualified to take on the assembly job for your client. I fear for her safety as well as yours. This point seems to be reinforced as you shop for a "star" screw driver - really?

What a great learning you provided. Consultants should not take on jobs for which they are untrained; unequipped; and unknowledgeable of the most efficient process for accomplishing the task.

You continue this learning as you attempt to perform a proactive post mortem on Wal-Mart.

Wal-Mart is not trying to be everything to everyone. You do not find quality tools at Wal-Mart as they do not move and the normal Walmartian isn't interested in quality tools. Wal-Mart is made for the person who knows what they want at the lowest price possible. Quality and service are not part of the equation. Service and quality increase price. Most of the time, service and quality are worth the incremental cost, but not to a Walmartian. I want in. I want my purchase. I want out. Sales people just get in my way and slow me down in these cases. Price and volume are king at Wal-Mart; nothing else.

In my opinion, you did not put in the time to understand Wal-Mart’s business model or the expectations of the majority of Walmartians. Then you tried to solve a problem that exists only in your reality. That makes it your problem, not that of Wal-Mart. I think they will do fine without your business.

Paul, there is an alternative store similar to the one you describe: Target.

Sadly, what you write is applicable to Global commerce and culture. I threw my hands up some time ago. I'm not proud to be human.

Hey guys - take it easy on Paul.  He learned a valuable lesson.

Thought you all might be interested in this editorial on Walmart written by then-Quality Digest publisher, Scott Paton.
http://www.qualitydigest.com/april05/departments/lastword.shtml

Got more than 150 email letters to editor, mostly in support of Paton. A very small sample is here:
http://www.qualitydigest.com/may05/departments/letters.shtml

A problem identified, then solved, is potentially a business opportunity!! So who is going to solve this one for Paul and Walmart? Quality is defined in part by solving problems brilliantly!! So, find the solution, turn it into a business, and find a model to profit superbly from it!! Hope that encourages someone, and Paul.

One of his main points is empty shevles.  I find this to be true at our Wal-Mart.  In their quest to be all things to all people, Wal-Mart has dropped quite a few products that they used to carry. 

Their aisles are narrow and merchandise is strewn around.  Yes, I agree that the seeds of Wal-Mart's success are sowing its destruction down the road.

Whie I agree that it's not necessarily fair to expect a product to come with tools for assembly, it's not unreasonable, either.  Quite a few manufacturers do provide small specialty tools to assemble their products.