Getting Killed By Complacency

I don't want this to sound like I'm anti-Wal-Mart, but I think I know what's troubling the retailer.

It is already out saying its September sales didn't measure up and I've got it figured out: Wal-Mart's getting old. And in some stores, at least, lazy.

They start assuming they're getting it done. But they're not getting it done. They get fat and happy and think things will stay that way. They don't, of course, unless you keep working at it. I don't know if Wal-Mart is.

The last time I went in to one, the store was a maze...garbage cans weren't by the home stuff, and some tools weren't even by the tool stuff. To make matters worse, I waited forever on line.

And oh yeah, those greeters who the legendary founder Sam Walton made famous years ago, don't do much greeting now. The one I saw just kind of glared.

Now, don't get me wrong. I still think you find great value there. It's just not a great experience.

And I'm apparently not alone. I heard similar complaints out of far more seasoned shoppers.

Now I hear Wal-Mart plans on expanding or relocating up to 500 stores next year.

Just a suggestion, but make sure the stores are organized, well lit and the lines move.

Drop the attitude at the register and start valuing your customers. Don't take them for granted.

Remember, customers can always go elsewhere. Just ask K-Mart.

Watch Neil Cavuto's Common Sense weekdays at 4 p.m. ET on Your World w/Cavuto.