A Writer Couldn't Reach Walmart for an Hour, Then Went Public

A New York Times writer says she spent an hour trying to reach Walmart, gave up, deleted her Walmart account and then told her story publicly. Inc. covered it as a warning for businesses of every size, not only giant retailers.

What happened

According to the material available, the customer tried to get in touch with Walmart for about an hour. She did not get the help she wanted. She then deleted her account with the company and shared the experience with a public audience.

Why a small story matters

The lesson Inc. draws is simple. When a customer cannot reach a real person quickly, the customer may leave. That customer may also tell other people. One bad hour can turn into a public story that the business never sees coming.

Walmart is a huge company, but the point is meant to apply to any business that sells to the public.

What is not known yet

The full article was not available, so key details are missing. It is not clear what the writer needed help with, how she tried to make contact, or whether Walmart has responded. Details of where she told her story are also not available.

What to do

Business owners can test their own setup the way a customer would. Try to reach someone and see how long it takes.

• Look for your contact details as a first-time customer would.
• Time how long it takes to reach a real person.
• Note any step where a customer could get stuck or give up.