Detail key to retail success

Wal-Mart's new China CEO is a stickler for getting things just so

New Zealander Greg Foran caused quite a stir by visiting a Walmart store in Wangjing, a large neighborhood in northern Beijing.

Wal-Mart currently has 380 stores in China. Sales growth in the country was among the highest for the global retailer in 2012. [Photo/China Daily]

The new executive for the China unit of the world's largest retailer by sales is tall, fast-walking and sharp but down-to-earth. In his first meeting with Chinese media representatives since his appointment in March, Foran chose to invite reporters to visit one of his stores before being interviewed.

He checked on the merchandize attentively and offered opinions in a gentle but firm tone.

A retail veteran of 30 years, Foran prioritizes the Wal-Mart Stores Inc (branded as Walmart since 2008) motto that "retail is detail". He practices the concept in multiple visits to stores, often appearing unannounced.

Having been appointed as the new president and chief executive officer for Walmart China only seven months ago, Foran makes such visits three days a week, having been to 240 of the 380 stores in the Chinese mainland so far.

On one shelf, a dozen bags of deodorant that appeared too heavy for the hook caught his eye. Foran told his associates to get the packaging redesigned.

At sections where some of items were out of stock, he asked for them to be refilled. "When winter comes, there will be a big demand for heaters and electric blankets," he pointed out.

Passing by a pile of neck pillows, he noticed the bar code was hidden in the packaging. Such packaging will prolong customers' check-out time. He said to the manager of the store: "How is it scanned at the checkout? This is an example of things not being packaged properly".

Pointing at a surface covered with out-of-season clothes, Foran was unhappy with the display. He said: "You need to be careful how much you put on the table. It is hard to select an item even if the price is good. It would be better to leave it on the hanger on the rack with a big price on it."

Turning to another counter with discounted goods, Foran formed a different opinion, saying: "When the price is very low, people will go to the counter."

The new CEO has quickly gained respect from his Chinese associates who yearn for professional guidance and advice in their daily work.

"His observations focus on detail and operations," said Lucy Lang, district manager of Walmart Beijing. "He looked at things in a way that customers look at them. He has very high standards for quality and price. He is very professional when it comes to making a judgement. And he is nice."