Business Week sent a couple of its own “secret shoppers” to some Wal-Mart stores to see how their new customer service initiative was faring, and found that the employees they spoke with not only didn’t care, but really wanted customers to know this. Said one employee, “If Wal-Mart doesn’t care for me, why should I care? There was this horrible smell in the store the last two days from some overnight spill. They did nothing about it. It got so bad that on the second day the fire department came by and we all had to wear masks.”
