Costco Hawaiian Style

Costco
Hawaiian style
March 2011 • uS Edition
Calling All 2011 Graduates
If you are graduating with a bachelor’s, master’s or doctorate degree in 2011,
our executive team would like to know about it, and we would like to feature
you in the June/July issue of Costco Today.
The deadline for submissions is April 1. To submit your information,
please complete the following steps:
1 Complete the online survey. Simply go to the link –
www.surveymonkey.com/s/Q36L8SR – and answer the
questions. Or, scan the mobile code below.
2 E-mail your digital photo to costcotoday@costco.com. Include your
full name and location number in the file name (i.e., JaneSmith_772.jpg).
3 We encourage you to forward your resume and cover letter to your
regional office or a specific department of interest. See the graduate
article on the Intranet or eNet home pages for more details.
Questions? E-mail costcotoday@costco.com for assistance.
Scan this mobile
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Publisher:
Managing Editor:
Production Manager:
Print/INTL. SPECIALIST:
Reporter:
Reporter:
Reporter:
Production Supervisor:
Creative Director:
Graphic designer:
australia coordinator:
Canada coordinator:
japan Coordinator:
Korea Coordinator:
Mexico Coordinator:
Taiwan Coordinator:
UK COORDINATOR:
Guy Silver
Stephen Smith
Whitney Seneker
Diane Hobday
Erin Anderson
Adam Pranica
Hana Shipman
Tracie Coltes
Kerry Johnson
Shannon Sorem
Fiona Chojnacki
Andrée Lemire
Yuko Nakagawa
Sukjae Han
Ana Maria Soberanes
Nora Wang
Sue Knowles
Costco Wholesale Today is published
for the employees of Costco Wholesale.
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2
C o s tc o Wholesale T oday
Pay Stubs
Go Paperless
Costco is in the process of implementing online pay stubs through a
new system called ePayroll.
There will be four ways to access ePayroll, which is expected to go live
in mid-March:
→ www.costco.com
Click the “Employee” link at the bottom of the page, and then
click the ePayroll logo on the following page.
How will this affect me if I have Direct Deposit?
After a brief trial period, paper pay stubs will no longer be printed, and
you will be able to view all of your information online. Your payroll clerk,
however, also will have the ability to print your information if needed.
What if I don’t have Direct Deposit? Will I still receive a
paper check?
→ www.costcopaycheck.com
You will still receive a paper check and pay stub. You can view your pay
information online during the trial period, but if you choose to continue
receiving a paper check once the trial period has ended, you will no
longer have access to ePayroll.
→ www.costcobenefits.com
How can I access my pay stubs if I don't have a home computer?
Click the ePayroll button.
→ Call 1-800-809-EPAY (3729)
Since this is a new process for the company, the Payroll department
answered a few of your questions:
Why are pay stubs moving online?
Currently, 99 percent of employees in the U.S. and Puerto Rico are
paid electronically. Naturally, the next step is to provide your pay
information in the same fashion. This is the No. 1 requested service
that the Payroll department receives from employees.
Online pay stubs are eco-friendly. Approximately 50 trees worth of
paper fiber will be saved every two weeks. In addition, Costco spends
nearly $1 million each year to print, ship and deliver pay stubs, plus
millions more on the labor required to distribute pay stubs.
What’s in it for me?
Convenience – Obtain your pay information anytime. You no longer
need to go to your building to pick up your pay stub. You have the
ability to print it wherever and whenever you want.
Early access – You won’t have to wait until Friday to find out the
amount of your paycheck. Online pay stubs will be available by
Wednesday of the pay week.
You can access the ePayroll website through the eNet breakroom
computer or at a public library.
How will this affect W-2s during tax season?
For tax year 2010, traditional paper W-2 forms were distributed. In
January of 2012, tax year 2011 W-2s will be accessible online for all
employees with direct deposit. If you are not signed up for direct
deposit, you will still receive a paper W-2 form and you will NOT
have access to the online system.
Detailed information regarding the ePayroll system will be provided by
your payroll clerk and will be accessible through the ePayroll website,
the eNet breakroom computer and Costco’s Intranet payroll website.
Listen to an interview with Diana Thornton,
corporate payroll training coordinator.
Go to the eNet and click
Costco Today > Audio
Warehouse. Or, scan this
mobile code with your smartphone.
Free reader at http://scan.mobi
This site takes you directly to ePayroll.
Increased security – Fewer people will handle your earnings information.
Historical data – View, save and print current and past pay stubs.
Accurate vacation/sick hours – You will not have to wait two
paychecks for sick and vacation time to be reflected. ePayroll
will display balances as of the end of the last pay period.
Goal raises – Hourly employees will be able to see the hours
remaining until their next pay raise.
Details – Receive more detailed descriptions and explanations of
earnings and deductions, and view your direct deposit accounts
and allocations online.
Work verification – If an outside agency needs to verify your
employment, you can use your ePayroll login information to
access The Work Number.
Bilingual – ePayroll is available in both English and Spanish.
Mar c h 2011
3
a
h
o
l
A
Our own Tracie Coltes,
production supervisor in the employee
communications department, had the
opportunity to visit Costco’s Hawaiian
locations. This is Tracie’s story.
i
i
a
w
a
H
m
fro
Although I’ve lived in Washington state for many years,
Hawaii is my home. Most of my family resides there, and I
return to the islands often to visit. Accompanying me on my
tour of “Costco in paradise” was Kainoa Fernandes, instructional design specialist in
the employee development department, who grew up on Kauai. He worked at the Iwilei
warehouse from 2004 to 2007, while getting his master’s degree. Kai and I added a couple
of days to our vacations to bring you an in-depth look at one of our company’s most
unique and profitable geographic areas.
Niihau
Oahu
Kauai #640
Kapolei #1038
Opened: February 27, 2009 – The
site of Costco’s newest Hawaiian
warehouse, Kapolei is also one of
the newest and fastest-growing
communities in the state. A designed
“second city” to Honolulu, Kapolei
will be the site of much of the future
development on Oahu, and the stateof-the-art building is well-equipped
to accommodate that growth.
4
Kainoa Fernan
des
Iwilei #687
Kauai
Opened: October 17, 2006 – The Kauai
warehouse is in the town of Lihue, the secondlargest city on the island, with a population of
about 6,000, and its central location makes it
easily accessible. The total resident population
of Kauai is less than 70,000, but more than 1.3
million vacationers visit it annually. Although the
warehouse has a gas station, the island of Kauai
does not have a fuel transportation company. As
a result, it is the only gas station in the company
at which Costco employees dump fuel from the
tanker trailers into their in-ground tanks.
Tracie Coltes
Opened: June 12, 2002 – The “Big Kahuna” of
Costco’s Hawaiian locations, Iwilei is a fixture in
the daily top 10 sales list, and one of the busiest
warehouses in the company. Iwilei replaced
Costco’s original Honolulu warehouse in 2002.
In fiscal year 2010, Iwilei accounted for more than
27 percent of all sales among Hawaiian buildings.
Molokai
Waipio #485
Opened: July 20, 2000 – Costco’s third
warehouse on Oahu, Waipio lies just a
few miles north of Pearl Harbor along H2,
the primary highway between Honolulu
and the famous North Shore. Like all
warehouses in Hawaii it benefits from
the tourist trade, but Waipio is a favorite
for locals of Oahu. The staff at Waipio
is justifiably proud of their building,
which boasts one of the highest front-end
productivity rates in the company.
Lanai
Maui
Kahoolawe
Hawaii Kai #120
Opened: September 3, 1992 – Hawaii Kai is one of
the most affluent areas on Oahu, and the warehouse’s
outdoor “breakroom” boasts what is arguably the
most spectacular ocean view in the company. With the
relocation of the first Honolulu building, Hawaii Kai is
now the oldest continually operating Costco warehouse
in the state.
Hawaii Kai’s breakroom
C o s tc o Wholesale T oday
We noticed that Costco
warehouses in Hawaii have
very much the same product
mix and general ambience
of our mainland locations,
with subtleties that set
them apart. The fact that
much of the merchandise
sold in Hawaii arrives by
container ship rather than
truck is obvious, but the
warehouses also are filled
with fresh and colorful
local products, and the
employees are no ka oi.
Maui #119
Opened: May 26, 1995 – The warehouse is located
less than 1 mile from Kahului Airport, and can
be seen by passengers landing on the Valley Isle.
Almost every card-carrying Costco vacationer
arriving on Maui drives directly from the rental
car lot to the warehouse, which makes the flight
arrival schedule a key piece of information every
business day. Maui also serves members residing
or vacationing on the nearby islands of Lanai and
Molokai. A planned expansion of the warehouse will
add a gas station and approximately 15,000 square
feet of sales area by mid-2012.
With the presence of orchids and tropical print
shirts, our Hawaiian buildings generally seem more
colorful than their mainland counterparts. The steel
is packed full of tropical-inspired packaging and
island-specific items, products that seem to jump
off the shelf with color.
Walking buildings is the best way to gauge the culture
of each location and its market; that’s why Costco
executives, from regional operations managers on up, are
regular visitors to warehouses throughout the company.
As if to prove that point, we found ourselves at the
Waipio building during a walk by three of Costco’s top
executives. Their attire and body language reflects another
quality inherent to Hawaii – informality.
Kona #140
Opened: November 22, 1993 – Costco’s third
location in the islands is a regular destination
for residents throughout the Big Island, many of
whom drive up to five hours round trip to shop.
Although it is more than six times larger than
Oahu, the island of Hawaii is sparsely populated;
it has approximately 150,000 year-round residents,
compared with nearly 1 million on Oahu.
Hawaii
L to R: Jim Murphy, executive vice president International;
Jim Sinegal, CEO; Gayle Kawamura, assistant manager;
Tom Burba, warehouse manager; and Craig Jelinek, president and COO
Mar c h 2011
5
Hawaiian buildings offer a huge portion of the “Aloha Spirit,” as embodied by our employees. Regarded
as a tradition handed down by the native Hawaiian culture, the Aloha Spirit requires all Hawaiians and
visitors to “emote good feelings to others.” From Costco’s perspective, the Aloha Spirit is expressed in
the exemplary member service and friendliness that our employees on the islands provide. But the Spirit
also applies to visitors, so its dynamic runs in both directions. As Kevin Green, warehouse manager at
Iwilei explains:
“We have great people who provide great service. Hawaii is a great place to work and a great place to live.
The members are really friendly, nice people, not just in their attitudes but also in their smiles. The respect
that they have for each other is fantastic and very positive.”
Microwaveable Rice
Poki (Raw fish prepared three ways:
soy sauce, seaweed and wasabi)
Aloha Shirts (Men’s shirts
made from Hawaiian print fabric)
Island Desserts (Custard Pie,
Chocolate Cream Pie, Macadamia
Nut Cream Pie, Coco Puffs)
Tropical Flowers (Orchid variety,
Leis, Torch Ginger, Anthuriums)
Hawaiian Heirloom Jewelry
Choco Mochi (Japanese rice
crackers dipped in chocolate)
Poi (mashed taro root)
Taro Rolls (Bread made
with mashed taro root)
Li Hing Mango (dried mango
sprinkled with sweet and sour powder)
Sweet Potato and Taro Chips
Mochi (made with
sweet rice flower)
Mira Loma to Maui Merchandise Pipeline
This graphic shows the typical route of merchandise from the mainland to
one of Hawaii’s outer islands, in this case, Maui. More than 80 percent of the
merchandise sold in Hawaiian warehouses is delivered via container ship from
the Port of Long Beach, California. Depot containers are assembled at Costco’s
Mira Loma, California depots, both the dry and wet (freezer/cooler items)
facilities, while other shipments, for example bottled water, are delivered directly
from the manufacturer to the port.
6
There are two sailings from Long Beach to Honolulu each week, on
Wednesdays and Saturdays. Each sailing can include from eight to 30 containers
for each Hawaiian warehouse, depending on their individual sales volumes.
Buildings not located on the island of Oahu each have contracts with drayage
firms on their islands to haul the containers from the dock to the warehouse.
Mira Loma Depot
Port of Long Beach
At Sea
Containers amalgamated and staged
1-4 days
1-2 days
2 days
C o s tc o Wholesale T oday
Hawaiian
Words
Mahalo to our Hawaiian Costco ohana.
A hui hou,
Tracie & Kai
A hui hou (Ah Hu-ee Ho) – ’Til we meet again
Aloha (a-LO-ha) – Hello, goodbye, love
E Komo Mai (Ā co mo my) – Welcome
Hale (HAH-lay) – House
Hana Hou (Hana-Ho) – To repeat
Honi (HO-knee) – Kiss
Huli (Who-lee) – Flip
Kane (KAH-neh) – Man
Kaukau (Cow-cow) – Food
Keiki (KAY-key) – Child
Kokua (Co-COO-ah) – Help
Kolohe (Koh-LO-hey) – Rascal
Lua (LOO-ah) – Bathroom
Mahalo (MAH-ha-lo) – Thank you
Malihini (MAH-lee-hee-nee) – Newcomer, visitor
No ka oi (No Kah Oi) – The Best
Ohana (oh-HAH-nah) – Family
Ono (OH-no) – Delicious
Pau Hana (Pow-HAH-nah) – Finish work
Puka (POO-kah)– Hole
Wahine (wah-HEE-neh) – Woman
Listen to our Hawaii employees talk about
their buildings and view a photo slide show.
Go to the eNet and click
Costco Today > Audio
Warehouse. Or, scan this
mobile code with your smartphone.
Free reader at http://scan.mobi
Wikiwiki (we-key-we-key) – Quick, fast
The Hawaiian archipelago is the most isolated
island chain in the world. When it rose from the
Pacific thousands of years ago, it was nothing
but barren lava rock. Everything on the islands
effectively arrived from somewhere else, and
yet Hawaii, because of its remoteness, is home
to thousands of plant and animal species found
nowhere else on earth.
Port of Honolulu
Maui
Containers moved to barge
via crane for transit to Maui
1 day
Containers craned onto drayage
chassis and delivered to warehouse
1-3 days
Mar c h 2011
The message that Kai and I want to share is that
Costco’s Hawaiian business, and our employees
there, are much the same. The warehouses feature
all of the same services and product mixes found in
buildings worldwide, and employees’ backgrounds
reflect a wide variety of nationalities and ethnicities.
Together, however, they form an organization that
at its heart is uniquely Hawaiian, and creates a
shopping paradise for our members.
7
Qi-Yuan Luo
Chung Ho, Taiwan
Pei-Lang writes: “The optical department
service is awesome! Qi-Yuan helped me
with his profound knowledge of eyewear,
ensuring that I understood everything he
was explaining to me. He patiently answered
all of my questions, and even took it a step
further to consider my individual optical
needs. I sincerely thank him.”
Fantasya Hartle and Blake Dennill
Calgary, Alberta
Bob Ross writes: “I received
outstanding service for two tire
repairs from Fantasya and Blake.
I’ve been shopping at Costco
Calgary South for nearly 25 years,
and employees like them keep me
coming back. I wish to thank the
tire staff and Costco for providing
outstanding service year after year.”
Jayne Brewster
Sheffield, England
Ann Drury writes: “I received fantastic service
from Jayne. I bought a matching necklace and
earring set on a previous Costco trip. When I
returned to buy the matching bracelet, I tried
it on but discovered that the clasp was broken.
Jayne helped me by calling the buyer to request
another one. She was caring, and her customer
service was exceptional. Jayne deserves a big
thank-you.”
Jose Torres
Southwest Bakersfield, California
Max Ellis writes: “We were traveling a long
distance to visit family when our tire pressure
warning light came on. One of our tires was
pretty low, so we drove to Costco. We were
initially told it would be a two-and-a-half
hour wait to fix the tire. We explained our
traveling situation and that I needed to be able
to sit or recline due to neck and back pain.
Jose allowed us to use the employee lounge, and our car was ready in
an hour. We wanted Jose to know how much we appreciated his help
getting us back on the road. Thank you to Jose and all the staff for
making a bad situation much better.”
8
Jake Spafford and Bonnie Levesque
Missoula, Montana
Ryan Coleman writes: “A bike I purchased at
Costco had issues during a ride: One of the pedals
fell off in the middle of the street. I discussed
the issue with Jake and Bonnie, and they went
above and beyond to get the issue resolved. Jake
even took the extra time to inspect my
replacement bike to make sure everything
was in order. He knows a great deal more
about bikes than I do, and he really took
care of me. These are the folks that keep me
coming back to Costco to shop. I’ll be proud
to tell others about the great experience I’ve
had with your staff!”
Michelle Kerkan
Cranberry Township, Pennsylvania
Eugene Gamble writes: “I drove 30 miles to
find a particular lawn and garden item. I had
trouble locating it and after asking several
employees, I was told the item was sent back
to the supplier. Michelle searched and found
that there was one left. She tracked me down
in the warehouse and brought it to me. I
was so happy that Michelle went out of her
way to locate the item. Employees like her
deserve high recognition!”
Brian Taylor
Carmel Mountain, California
Jim Schindler writes: “I purchased an
issue of America’s Test Kitchen magazine
entitled ‘Best-Ever Recipes.’ I enjoyed
it so much that I wanted to purchase six
additional copies to give away as Christmas
gifts. When I returned a few weeks later to
buy more copies, I discovered that it had been
replaced. When I explained my problem to
Brian, he gave me an assistant buyer’s contact
information at the Home Office.
She contacted the distributor
and was able to expedite those
issues to the Carmel Mountain
warehouse. I was elated
with their superior customer
service. Thanks again!”
C o s tc o Wholesale T oday
Congratulations
Bill Vanderwall
Myrtle Beach, South Carolina
George Parness writes: “One afternoon my wife
had a problem opening the gas compartment
on her car. She was frustrated and ready to cry
when Bill saw her struggling and came over
to help. She offered him a tip but he refused,
saying the whole reason he was there was to
assist customers. We want to thank Bill for
being a nice guy. He always has a pleasant
word and is tremendously helpful.”
Thomas “TJ” Jaggars
Newport News, Virginia
Barbara Reynolds writes: “My husband and I
purchased two sets of steel shelving that were
heavy. We pulled up to the front of the store
to see if one of the employees could help us
lift them into our station wagon. TJ, with no
effort at all, lifted the boxes and safely stowed
them in our car. We tried to give him a tip, but
he refused telling us he was more than happy
to help. Costco is lucky to have him!”
to all these employees receiving
member compliments:
1-Hour Photo
Brick, New Jersey
Irving Fenner
Seattle, Washington
Luis Costa
Chandler, Arizona
Aaron Webster
Seattle, Washington
Ivy Martin
Missoula, Montana
Maria Bolivar
Boca Raton, Florida
Alan Eduardo Moreno Tapia
Arboledas, Mexico
Jackie Haddad
Northridge, California
Maria Ramirez
Downsview, Ontario
Alisha Smith
Tigard, Oregon
James English
Wilmington,
North Carolina
Mario Mejia
Southwest Bakersfield,
California
Allison Wing
Avondale, Arizona
Jana Goebel
Orland Park, Illinois
Mark Noble
La Habra, California
Alvin McCarter
Lincoln Park, Illinois
Janet Ward
Nesconset, New York
Marlena Dvorak
Bozeman, Montana
Angelica Barrientos
Leon, Mexico
Janet Wolff
Wilmington, North Carolina
Mike Van Der Aa
El Paso, Texas
Brenda Stempel
Nesconset, New York
Jason Hutchinson
Rancho Cucamonga,
California
Moe Phillips-Brooks
Southeast Memphis,
Tennessee
Jay Ferestad
Independence, Missouri
Nil Gonzalez
Lincoln Park, Illinois
Jayme Champion
Missoula, Montana
Nora Mandes
Pembroke Pines, Florida
Jeff Kahan
Boca Raton, Florida
Nowell Miyagawa-Miskin
Downsview, Ontario
Jennifer Jarvis
Puyallup, Washington
Olivia Manilla
La Habra, California
Joan Reber
Kirkland, Washington
Orquidia Rodriguez
Pembroke Pines, Florida
Joanset Artiles
Pembroke Pines, Florida
Pam Stephens
Wilmington, North Carolina
John Schachtel
Hackensack, New Jersey
Patrick Brand
Helena, Montana
John Sharkey
Tigard, Oregon
Racquel Henry
Mayfield Heights, Ohio
Jon Determan
Helena, Montana
Redy Espinosa
Lantana, Florida
Danny Vargas
El Paso, Texas
Jose Castro
Lincoln Park, Illinois
Rick Kuhnhenn
Missoula, Montana
Derek Cervenka
Coeur D’Alene, Idaho
Jose Perez
West Springfield,
Massachusetts
Robert Fleege
Gilbert, Arizona
Brett Brinkerhoff
Gilbert, Arizona
Brett Clark
Tustin II, California
Caleb Cash
Independence, Missouri
Carol Noland
Mesa, Arizona
Claudio Burleigh
Boca Raton, Florida
Vera Van Kranlingen
Waipio, Hawaii
Curtis Olson
Avondale, Arizona
Katie Watanabe writes: “My grandmother
has a hard time getting around and really
appreciates it when store clerks are patient with
her. I accompanied her on a shopping trip to
Costco where she intended to buy a jacket.
Vera, in clothing, was so kind and helpful. My
grandmother was so grateful that she bought
two jackets thanks to her help.”
Cyrus Regis Jr.
Mayfield Heights, Ohio
Charlie Clark
Greensboro, North Carolina
Chuck Cannel writes: “My car would not start at
the gas station. Charlie, an outstanding employee,
immediately came over to see how he could help.
He looked under the hood, checked my battery
cables and cleaned them the best he could.
We were finally able to jump-start my car. At
Charlie’s suggestion, I went to have my battery
checked and found that it needed to be replaced.
I really appreciate Charlie’s help. What a great guy!”
Damian Garza
Rockwall, Texas
Danny Ramirez
West Springfield,
Massachusetts
Derik Austin
Helena, Montana
Dodie Marlin
West Nashville, Tennessee
Dominick Silveira
Southeast Memphis,
Tennessee
Badge
to
Badge
Mar c h 2011
Frank Longo, assistant warehouse
manager writes: “Vincent found more
than $1,200 in our parking lot when he
came in to do some personal shopping.
Using partial information that was on the
envelope, we were able to track down the
member who had lost the money. The
member was extremely relieved and very
impressed with Vincent’s honesty.”
Joyce Eicher
Avondale, Arizona
Julie Lukehart
Mesa, Arizona
Dustin Gonzales
Rockwall, Texas
Kelly Collins
Chandler, Arizona
Evette Dolgovin
Rancho Cucamonga,
California
Kevin Fenton
Puyallup, Washington
Ewin Rodrigues
Coeur D’Alene, Idaho
Fernando Ortega
Tustin II, California
Vincent Conte
Wharton, New Jersey
Josh Ghan
Coeur D’Alene, Idaho
Flora Baniqued
Kirkland, Washington
Freddy Solis
El Paso, Texas
Giuliana Petrocelli
Hackensack, New Jersey
Grace Olson
Home Office,
Issaquah, Washington
Hector Martinez
Seattle, Washington
Hewlett Price Jr.
Puyallup, Washington
Hock Sharif
Mayfield Heights, Ohio
Kilian Cardo
Nesconset, New York
Lathaniel Ervin
West Nashville, Tennessee
Laura Nuccio
Orland Park, Illinois
Len Sherard
Independence, Missouri
Lilia Ellis
Tigard, Oregon
Lina Jennings
Gilbert, Arizona
Linda Roberts
West Springfield,
Massachusetts
Lisette Bolduc
Ste-Foy, Quebec
Liz Bannister
Yakima, Washington
Call Center
Rosy Radilla
Coapa, Mexico
Sandy Lewkowsky
Lantana, Florida
Sarah Roberts
Independence, Missouri
Scott Hetherington
Kirkland, Washington
Sean Lucero
Chandler, Arizona
Shari Pierson
Puyallup, Washington
Silvia Garcia
Leon, Mexico
Stephanie Calvet
Anjou, Quebec
Sue Demascio
La Habra, California
Susan Cloud
Tallahassee, Florida
Sylvie Pelletier
Anjou, Quebec
Tera Swank
Mesa, Arizona
Tire Center
Chantilly, Virginia
Tony Sattler
West Springfield,
Massachusetts
Waseem Ali
Brooklyn, New York
Check out the eNet for more outstanding employees.
9
…in loving memory
Robyn Thompson
03/24/77 – 10/8/10
Clarkston, Washington
Robyn began her Costco career in
California before relocating to the
Clarkston location so she could attend
Washington State University. There
she forged many strong relationships
with co-workers, including Justin
Thompson, whom she married in
2006. Robyn had a soft spot for animals, and was often involved
in their rescue or training when she wasn’t exploring the world on
one of her frequent travel excursions. The memory of her lives on
in her husband, parents, siblings, numerous extended relatives and
with those honored to have called her a friend.
Glenda Lawen
1/12/59 – 10/27/10
Clarkston, Washington
Glenda had been a friend and
co-worker to those at Clarkston for
more than 15 years. She held various
positions, but favored the hours and
duties of the morning stocker position
the most. The “Lawen Tractor”
was known as much for her sunny
personality as her funny turns of phrase, like “See you ’round like
a doughnut,” or “Who licked the red off your candy?” She will be
deeply missed.
Coni Dann
7/19/45 – 12/4/10
Kirkland, Washington
Coni worked in the pharmacy at the Kirkland
warehouse for nearly 15 years, before retiring
in October 2008 to spend time with her family,
especially her granddaughter. She formed
lasting relationships with co-workers through
her work with the Employee Association. Her
compassion, caring and positivity are traits her
co-workers will never forget.
Donald Haydel
3/8/48 – 12/23/10
South Sacramento, California
Few managers develop relationships as close
as Donald, assistant manager, had with the
staff and members at South Sacramento; he
was a loved and respected member of both
Costco and the community. Hired in 1986,
Donald worked at several Sacramento-area
locations, and his magnetic personality was
highly valued at each. As a husband, father, grandfather, neighbor
and friend, he enriched the lives of many, including the hundreds of
people who attended his memorial service.
Walter Slack Jr.
6/22/54 – 12/26/10
Christiana, Delaware
After 26 years as an offset pressman, Walt
joined the Costco family as a member
service employee. He was always happy to
help his co-workers, including painting the
breakroom and tackling maintenance tasks
around the building.
Valerie Joseph
7/3/63 – 11/2/10
Durham, North Carolina
Valerie was a devoted employee for
more than 20 years with experience
in many positions. She excelled as a
marketing manager, where her fondness
for people made her a great match for
her job. Among her many passions, she
was committed to her building’s reading
program. Valerie will always be remembered, as will her numerous
contributions to her location and her community.
Barbara Sempsrott
John Osterhoudt
Kelly Holstein
Alexander Rataj
Robert Anderson
Souzan Soliman
Tyrone James
Whitney Schaefer
7/27/64 – 12/1/10
Huntsville, Alabama
5/27/36 – 12/8/10
Green Oak Township, Michigan
1/25/69 – 12/10/10
Santa Cruz, California
1 0
Walt won the hearts of all his fellow
employees in his eight years with the company, and that wasn’t simply
because of his frequent doughnut deliveries, and annual homemade
meatball and lasagna dinners. He truly cared about his job and the
people he worked with, and was never caught without a smile. He will be
sorely missed, but his memory will be treasured by his family, friends and
his co-workers.
9/15/83 – 12/11/10
Manhattan, New York
3/7/55 – 12/21/10
Tracy, California Depot
5/2/61 – 12/23/10
Lake in the Hills, Illinois
12/24/70 – 12/31/10
Gaithersburg, Maryland
5/9/89 – 12/22/10
Gig Harbor, Washington
C o s tc o Wholesale T oday
Cleaning
Our
Up
Mess
With our rooftop tasks complete, we crawled back down the ladders and hit
the floor with dust mops. This goes on throughout the day, every day. I did
one lap with Mick, dodging frantic members everywhere. (Did I mention it
was two days before Christmas?) We also stopped by the tire center to take
some de-icer to the dock. Who de-ices the parking lot and sidewalks? You
guessed it!
Part
Two
Warehouse Facilities
In the January/February issue of Costco Today, I worked an overnight shift with
the janitorial staff at the Home Office in Issaquah, Washington – but this
was only part one of my latest Tough Jobs experience. Now that we know who
cleans up at the Home Office, let’s take a look at the warehouse side of things.
The challenge that started this two-part series came from Jessica Brown,
maintenance employee at the Henderson, Nevada warehouse. Jessica wrote:
“It’s not that I enjoy cleaning the women’s restroom, but someone has to do it.
And frankly, I know I’ll do a great job.”
Let’s be honest. Most of us try to avoid cleaning the restrooms when the
front end is slow. (I did when I worked at the warehouse!) The idea that
someone would volunteer to do it is baffling, but maybe what we should feel
is admiration and gratitude. After all, when it comes to
warehouse maintenance, cleaning the john is only one
part of a very busy job.
I arrived at the Puyallup, Washington warehouse
to get the scoop on warehouse facilities as Tracy
Schodron, skilled maintenance, pulled up on the
floor scrubber. His job includes standard duties such
as scrubbing, sweeping and emptying trash, as well
as restocking and cleaning the restrooms. Beyond
that, Tracy and Mick Kramer, skilled maintenance,
complete repairs and upkeep on warehouse equipment –
from changing light bulbs to plunging drains to replacing
exhaust fan belts and everything in between. Tracy is
also in charge of coordinating with outside suppliers
on various projects, including compactor repairs.
“I love my job,” says Tracy. “I get to be everywhere in the warehouse. It’s
something different every day.”
We got down and dirty, starting with the scrubber. The floor is scrubbed
after closing and before opening. When I asked Tracy how many times he
goes over the floor each morning, his reply was, “Until the doors go up.”
Though driving the scrubber wasn’t in the cards, I did have the privilege of
cleaning it out. We drained out black water, unclogged the scrubber’s pipe
and rinsed out the tank.
With my first task complete, I met Mick and we were instructed to: go up
to the roof and check the AC filters, gutter drains and exhaust fan belts.
Yes, you read that correctly. Go up to the roof.
When Mick asked if I was afraid of heights, I promptly lied and followed
him up the utility ladder located on the receiving dock. It leads to a platform
where water heaters, generators and circuit breakers are housed. From there,
we climbed another ladder and hoisted ourselves through a space no bigger
than a manhole.
Once I fended off my vertigo, we inspected the gutter drains. Lucky for me,
the drains were clear and we didn’t have to dig leaves out of them. The AC
filters looked good as well, having been replaced a few weeks earlier. As for
the fan belts, we put our hands on top of the massive units to feel that the
belts were working properly.
While Tracy and Mick make up the skilled maintenance portion of the staff,
they can’t do their jobs alone. Elena Peterson, front-end assistant, was helping
the maintenance department for the holiday season when I visited. “I love
cleaning up after people,” she says with a laugh. “It must be the mom in me!”
Elena spends her shift sweeping and doing trash runs. The warehouse has
more than 60 trash cans scattered throughout the building. Elena prefers to
have a trash can near each demo table – closer cans, less mess.
We started our trash run by washing out the rolling bin. Elena does this once
a day to keep the container from smelling like a dumpster. We then made
a full tour of the warehouse, stopping at each can to check the capacity and
wipe down the lids, and picking up trash that we spotted on the floor. Every
step we took, we dodged members who were too busy to notice an employee
toting a trash bin – a very different experience than I normally encounter when
walking through a warehouse with my badge on.
Cleaning the bathroom in the warehouse was a bit more challenging
than at the Home Office for one reason: It was occupied. Trying to be as
inconspicuous as possible, we refilled toilet paper, swept the floor and emptied
sanitary bins in open stalls. Elena checks the bathrooms often to access each
unoccupied stall and keep things spiffy.
Elena and Erin
Mick, Elena and Tracy
Just when I think we’re finished for the day, a call crackled over the
radio. A spill near the front door! We swiftly assembled the mop
and bucket, and rushed to the scene. It was a bit disappointing, I
have to admit. The spill was easily cleaned up with a paper towel.
Nevertheless, Elena’s quick response is indicative of a typical day in
warehouse facilities.
The maintenance crew is always ready to fix any problem, and then vanish into
the aisles to clean up after co-workers and members. No matter what facility
we’re talking about, they keep things “Showtime Ready.”
I’m glad to be finished with my restroom duty and, once again, I’m impressed
by what jobs like these mean to Costco. While we’re busy at our own jobs, our
tasks are the most important things on our minds, and for the most part, that’s
the way it should be. But let’s remember to look beyond our work space every
now and again, and appreciate the fact that no matter our roles, we’re all on
the same team.
Story by Erin Anderson – eanderson@costco.com
View more photos of the Puyallup facilities team at work.
Go to the eNet and
click Costco Today
> Great Company,
Tough Jobs.
Or, scan this mobile
code with your smartphone.
Free reader at http://scan.mobi
Mar c h 2011
11
Good Works
news from the world of
C ostco W holesale
Hot Blooded, Check it and See
When Vivian Chang, assistant warehouse manager at the Chung Ho, Taiwan location saw a blood
donation event happening next door, her pulse quickened. It wasn’t long before she enlisted co-workers
to join her in donating, and she was surprised by the outpouring of support for the idea.
Her colleagues in the merchandising department, along with some from the bakery, were pumped to join
in. “We never hesitated,” says Ye Fongzhao, bakery supervisor. “We are strong and healthy, so it was
nothing to give blood!”
“Da bus vill suck your bloooooood!”
The giving flowed from the bighearted employees at the Chung Ho location, sure to help citizens in their
community in need of their lifesaving donations.
A Special Delivery
Like many countries, Mexico has areas of great wealth along with areas of great poverty. One of the latter is the
town of San Felipe del Progresso, which is about a three-hour drive from the Mixcoac, Mexico warehouse. It’s
an impoverished community where roughly a quarter of its population is illiterate.
Every year, employees from the Mixcoac location participate in a backpack donation program. The goal is to
improve literacy by giving children the tools they need to become successful students. Representatives from the
building, including Adrian Trejo, warehouse manager; Manuel Villanueva, fresh foods manager; Diana
Chavez, merchandise manager; and Adriana Delgado, merchandise assistant, made the trip this year to
personally deliver the backpacks.
For every back, a pack
More than 250 children were there to greet them, and as the feeling of joy quickly spread through the group, a
sense of fulfillment filled the volunteers.
First-rate Job for a First Lady
Book signings are pretty common at locations around the country, but things get taken to the next
level when former heads of state or their families are involved. And when former first lady Laura
Bush stopped at the Tempe, Arizona location, it was the third high-profile author signing held
at the building in less than six months.
Because of this frequency, the well-practiced employees at Tempe ran the event like seasoned pros
and won rave reviews from Secret Service personnel, as well as local law enforcement officials
tasked with keeping Mrs. Bush safe.
Laura Bush, and entourage
The RTV cage was transformed into a green room equipped with furniture, a mirror and a buffet.
The stage was ringed by curtains and adorned with flowers. Everyone involved was impressed by
Tempe’s preparedness.
Pretty Fly for a Flight Guy
John Hitchcock, Costco Travel reservation agent, entered a contest in the USA Today
newspaper in the hope of winning the grand prize: a trip aboard Lufthansa’s maiden flight of its
first super-jumbo Airbus A380 airliner.
Lufthansa is the national airline of Germany, and the Airbus A380, with its two passenger decks
and four massive engines, is the largest airliner in the world.
John’s essay was one of 10 randomly selected, and by virtue of gaining 40 percent of the online vote,
was deemed the winner. Included along with the boarding passes was a tour of the airline’s flight
operations, a special VIP party and press junket pass, and an admission to the airline’s numerous
lounges, including the super posh first class terminal in the Frankfurt Airport.
A big smile and a big plane
All of that was a precursor to the big day. The early afternoon takeoff featured many dignitaries,
including the presidents of Lufthansa, Airbus and Rolls Royce. After landing in Frankfurt, the plane got a ceremonial wash beneath the crossed streams
of two airport fire trucks before it taxied into a specially built hangar where the celebration continued.
For an employee to whom travel is a career, John’s prize was first-class all the way.
1 2
C o s tc o Wholesale T oday
Blinded with Science
When it comes to merchandising, some managers have it down to a science, so when a local
school requested some judges for their students’ science fair, the decision was a no-brainer. The
West Plano, Texas location already supports local schools through the Costco reading and backpack
distribution programs.
Larry Wojcik, meat manager; Jolei Brunson, administration manager; and Dave Bender, previously
administration manager at West Plano (and now facilities auditor at the Home Office), observed the
students’ experiments, and every exploding baking soda volcano and penny dissolved in cola was
meticulously judged.
It’s clear that the relationship between the employees at West Plano and the students in their community
is one experiment that has been a complete success.
Costco’s blue ribbon panel of judges
Nice Day for a White Wedding
Front-end supervisors have many responsibilities; they keep the department staffed, override
registers, schedule breaks and resolve issues with members. Arturo Suarez, front-end supervisor,
needed an additional certification for his duties at the East Jacksonville, Florida location, when he
acted as justice of the peace for Front-end Assistant James Brooks’ wedding to his fiancée, Connie.
The ceremony was conducted after closing. The front end was transformed into something of
a chapel, with a white carpet laid between two registers leading to an arch made of plants and
balloons, while the sun through the skylights bathed the scene in an ethereal glow.
Congratulations to James and Connie!
They could have held their wedding anywhere, but with a toast of Martinelli’s Sparkling Cider
and cake provided by the building’s bakery, everyone agreed this Costco wedding was of the
highest quality at the best possible price.
Members Pony up at San Dimas
The San Dimas, California location resides in a community that’s proud of its western beginnings, so
much so that the entire downtown area is modeled after the Old West. With many equestrian centers in
the area catering to the needs of their horse-loving clientele, it didn’t take long for Jacqueline Andrews,
membership/marketing manager, to discover a marketing opportunity for her building.
With the support of Bruce Finn, warehouse manager, and after contacting her region’s buying office,
location #1015 began stocking horse shavings: wood shavings that are used for bedding in horse
stalls and trailers. The item was such a success that San Dimas soon brought in an equestrian-themed
roadshow, complete with salt blocks and horse feed, which on the strength of its sales, the location has
continued to stock.
It’s this kind of out-of-the-barn thinking between buying teams and locations that makes Costco
popular in the communities where we do business.
Wild horses couldn’t drag members away.
A Different Kind of Entourage
Jamaica is a beautiful place to visit, but observing the neighborhoods between the airport and the resorts where most visitors stay reveals places where
many are in need of essentials taken for granted elsewhere.
Amy Chagnon, front-end supervisor at the Leesburg, Virginia location, and a group of friends have started a nonprofit organization that benefits
the children of Jamaica, called Entourage for Education. The group gathers donations to purchase school supplies for under-served children.
Entourage for Education recently shipped more than
550 pounds of supplies to needy students, which
included 75 backpacks filled with notebooks, folders,
scissors, calculators and rulers. Many of these
supplies were donated by employees of location
#337, and members of the group were even able to
visit several schools to deliver the supplies in person.
(L-R) Amber Byrd, front-end supervisor; Scotty Marks,
forklift driver; Amy Chagnon and Jeremy Chagnon.
Mar c h 2011
Their efforts are completely funded by donations
from Costco co-workers, friends and family. If
you are interested in helping their cause, visit
www.entourageforeducation.org for more information.
Please and thank you, from Jamaica
13
Have you gone through some changes?
So has the Care Network!
The Care Network website has a new look and
additional features, including:
• More then 5,000 articles and resources
• 100 information updates every month
• Live Connect, a 24/7 instant messaging feature that
directly connects to a work-life consultant
• Resources to locate child/elder care, pet services and
volunteer opportunities
• Care Network medical provider locator
• Online seminars (live and archived)
• Interactive health and emotional health assessments
• Relocation Center, with tools to help users research
new communities
To visit the website, go to costcobenefits.com and click the
Care Network button.
Start Your
Day the
Right Way
If breakfast is the most important meal of the day, why is it also the most frequently
skipped? Many of us just don’t make time in the morning to eat a nutritious meal. But
consider this: We’re less likely to feel tired when we refuel our bodies, and that’s
exactly what a healthy breakfast does after a good night’s sleep.
According to the Mayo Clinic, eating breakfast reduces hunger
later in the day, making it easier to make better nutritional
choices and stay on track. Breakfast also provides energy,
potentially increasing physical activity for the day.
Even when in a rush, there’s always time for a healthy fuel up.
Here are some suggestions for on-the-go breakfasts:
A latte or cup of milk with a whole-grain breakfast bar. Milk is an excellent source of protein, and breakfast
bars are a great source of complex carbohydrates.
A milk-based fruit smoothie. Blend all ingredients the night before so that the only thing left to do in the
morning is add ice cubes, blend and pour.
Trail mix. Try making your own trail mix by combining whole-grain cereal with dried fruit and nuts.
Celery sticks and nut butter. Cut up celery or buy it pre-cut and grab a container of natural nut butter. Dip and enjoy!
Yogurt and granola. Grab the granola, the yogurt and a spoon, and you’re set to go!
Rice cakes with nut butter and jelly. Spread a thin layer of nut butter over a whole-grain rice cake, and add
your favorite jelly.
Cheese and crackers. Make your own cheese sandwiches with whole-grain crackers, sliced cucumber rounds and
a small container of cottage cheese.
Omelet sandwich. Using a teaspoon of olive oil, sauté a handful of veggies. Add two eggs to make an omelet.
Prepare a whole wheat pita with a layer of lettuce and freshly sliced tomatoes. Fold the omelet into the pita pocket,
and enjoy a hearty protein and vegetable breakfast that will keep you full until lunchtime!
1 4
C o s tc o Wholesale T oday
Sneak Peek Scramble
Unscramble the words below to find out the theme of next month’s issue.
5 AGBSLE
1 TATLE REZEFE
_____ ______
______
6 OTH OGD
2 DRHESNLIA
_________
___ ___
7 EIPTREC
3 LUTVA
_______
_____
4 ONIOMBCATIN ZAIPZ
___________ _____
8 KIHENCC AKEB
_______ ____
9 RIPAGKN OTL
_______ ___
10 RYEBR IOMSOHET
_____ ________
11 SESBNIUS YLIVDREE
________ ________
Now put the boxed letters in order below.
Answer – Next month’s issue will be about:
______ _______
For answers, visit the Costco Today home page on the eNet and click eNet-ertainment, or text ANSWERS to 71034.*
*Standard message rates apply. We won’t send more messages or use your contact information for other purposes.
THE
END
CAP
HUMOR FROM THE
WORLD OF COSTCO
Caption
Contest!
We’re asking you to write
the caption for this month’s
End Cap photo.
There are three ways to submit
your caption before March 25:
• E-mail costcotoday@costco.com
• Tweet @CostcoToday
• Use the eNet feedback form, located
at the bottom of the page on your
eNet breakroom computer.
The winning caption will be
published on the eNet and tweeted
on April 1, and will bring great
glory and honor to its creator.
Put yourself on The End Cap!
Do you have a humorous Costco-related
photo or cartoon you’d like to share with
your co-workers? E-mail your submissions
to costcotoday@costco.com, or send via
internal mail to Attn: Costco Today.
Mar c h 2011
15
Inspirations
Miracle Man
•
Vince Hill – Hawaii Kai, Hawaii
How does one become known as “Mr. Costco?” For Vince Hill,
marketing representative at the Hawaii Kai, Hawaii location on the
island of Oahu, it involved a plethora of balloons and unwavering
dedication to member service.
“Vince is the face of Hawaii Kai,” says Kathy Vierra, marketing
manager. “He’s taken Children’s Miracle Network to heart. Everywhere
he goes, they call him Mr. Costco.”
At age 18, Vince joined the U.S. Army. His military career took
him all over the world, including Germany in the ’70s and a stint in
Hawaii in 1985. “I didn’t like Hawaii the first time I visited,” Vince
recalls. “I didn’t know anyone, and I felt alone.”
Who would have guessed that upon retiring from the army, Vince
would return to the islands? The connection to Costco came from Ron
Chatman, assistant manager at Aurora Village, Washington. Vince
worked for Ron’s father in the army, and when the two discussed
retirement plans, Costco came up. A phone call and an interview later,
Vince began working at Hawaii Kai’s hot dog stand in 1993. “My job
before I joined the military paid $1.50 an hour. Costco offered $7 an
hour – okay with me!” he says with a laugh. “Seventeen years later and
I’m still here.”
“I know so many people who don’t mind giving – and I don’t
mind asking.” Vince accepts rejection graciously, and reminds his
co-workers that being told no is okay. “Five people might say no, but
the next 10 might say yes. Ask everyone, and ask them how much
they’d like to donate. People will surprise you.”
When a friend of Vince’s wanted to donate to CMN as he checked
out, he was disappointed he wasn’t asked to buy a balloon. Vince
walked his friend over to his co-worker at the register and said, “Ask
him how much he’d like to donate.” To the cashier’s surprise, Vince’s
friend donated $500 on the spot.
And why does he do all this when selling $1 balloons would suffice? “I
have two kids and three grandkids. I love kids – I’m a big kid myself!”
says Vince. He’s worked at Hawaii Kai so long that he’s watched
members’ children grow from little tykes to college graduates. Many
of them still visit the warehouse to give “Uncle Vince” a hug.
Vince is already deep in preparation for another CMN campaign, but
he hints that change may be in his future. “I know one day I’ll have
to say goodbye to the Costco world. It’ll get here sooner than I’d like,
I’m sure.”
Until the day that Vince retires from his second career dedicated to
serving others, we know where to find him: in sunny Hawaii, with a
warm smile and pocket full of paper balloons – the big ones, of course.
The hot dog cart was a marketing tool for Vince, even though he
might not have realized it then. He met so many people in his eight
years running the cart that it redefined his initial impression of the
islands. When Vince became a cashier in 2001, he found the little piece
of his life that was missing after a career of serving others: Children’s
Miracle Network.
But Vince found the $1 balloons a challenge. “I thought, man, we can
get people to donate more than that!” And he did – with great success.
Instead of requesting the standard dollar donation, he asked people for
$20 and offered a larger balloon in return. If they didn’t want to donate
that much, he found that most people were still willing to give more
than a dollar. Vince was so successful in his efforts that $20 balloons
papered the front end like a blanket.
Vince has organized a number of spectacular events to improve Hawaii
Kai’s donations, such as food tastings, silent auctions and snack carts.
One of the most popular events, which Vince has organized for three
years, is a concert series. Local entertainers donate their time and talent,
performing hourly throughout the month of May. Music soothes the
soul – and encourages donations! He creates fliers each year, explaining
the CMN campaign and seeking support for local hospitals.
Go to the eNet and click
Costco Today >
Audio Warehouse.
Or, scan this mobile code
with your smartphone.
Photo: Kainoa Fernandes
Vince moved into a marketing position in 2005, and continued to rally
his co-workers. His goal: to unseat the Maui, Hawaii location as the
No. 1 fundraiser in the region. He set a personal goal to raise $100,000
for CMN in 2011, and hopes to see Hawaii Kai as No. 1 in the nation
for CMN fundraising before he retires.
Listen to an interview
with Vince Hill.
Free reader at http://scan.mobi
Story by: Erin Anderson – eanderson@costco.com
•
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C o s tc o Wholesale T oday