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LEARN to LEAD

Edition

uotables I strive never to miss an
opportunity to say ‘hello’ or
Words To Live and Lead By to thank those around me. I
make sure that my message of
respect and appreciation is well-
understood. It’s important to me
that my employees know how vital
they are to the proper functioning
of the warehouse.

Luc Lelievre

GM, VILLEBON SUR YVETTE,
FRANCE

People are the most important A warehouse manager has 250
part of any company. We have great employees, but an employee has only
people, and we must never lose one warehouse manager. Ensuring
sight of that. We offer great careers that all employees feel valued and
and we want people to be aware of part of the organization is critical to
their opportunities with us. Connect our future success.
with your people and promote
from within. Joe Portera

Craig Jelinek EVP, EASTERN DIVISION AND CANADA

PRESIDENT AND CEO

On the Cover Calling All 2018 Graduates Press for
Progress
Rafael Jiménez López If you are graduating with a bachelor’s,
Seville, Spain master’s or doctorate degree in 2018, our Journeys is participating in
executive team wants to know about it, and International Women’s Day, March 8, 2018.
Toma Yanagisawa we would like to feature you in Costco Today. Let’s make it a day of celebration; invite your
Kawasaki, Japan co-workers to wear purple! Go to JourneysNet.com
The deadline for submissions is April 16, 2018. To and click the International Women’s Day banner for
Reanon Duffy submit your information, follow these steps: photo props and ways to join in. Be sure to snap a
Marsden Park, Australia photo of Journeys members and advocates, and
1. Go to the survey: then upload it to JourneysNet.com and social
Ching Yi Lee costcotoday.polldaddy.com/s/2018-grads-us media using #PressForProgress. Tell us on our
Beitou, Taiwan 2. Complete the questionnaire. discussion board what you’re doing to honor
3. Upload your photo. women everywhere.
Romylyn Patty F. Castillo
Kauptún, Iceland We encourage you to forward your resume and Not yet a Journeys member?
cover letter to your regional operations manager or a
Nina Carter specific department of interest. See the department All employees are welcome to join. Get access
Watford, England listing on the intranet and eNet home pages for to stories and videos about Costco leaders,
more details. career and personal development tools, and
Selene Dorame ways to interact with employees around
Hermosillo, Mexico Questions? the world.
Email [email protected].
Dan Castle You also can access the survey via COSTCO WHOLESALE TODAY
Barrhaven, Ontario the Costco Today Facebook page.

Bumseok Won
Sangbong, South Korea

Clarisse Lourenco
Villebon sur Yvette, France

2

Global

LEARN to LEAD

Welcome Edition

C ostco Today is printed in six languages and in different forms:
the Queen’s English and American English; Spanish variances
todayTO THE GLOBAL EDITION OF for Mexico, Puerto Rico and Spain; and French versions for Canada
and France. Most issues are tailored to the country they’re published

for, with information specific to that country. But
once a year, we publish one edition with content so
universal that it simply can be translated, printed
and distributed to all Costco employees.

I try to be in every department This is the second time we’ve chosen leadership
twice a day. This is not easy, but it as the topic for the global edition (February/March
allows employees the opportunity to 2016 was the first), and for good reason. With nearly 750 locations
stop me and ask questions, and for worldwide and another 40 to 50 openings planned in the next two
me to give feedback or coaching. It years, identifying and preparing the management teams necessary
also shows them that I see the hard to operate our business are among Costco’s greatest challenges and
work and time they put into doing priorities. Additionally, our workforce is aging, and we’ll experience
their job. Employees need to know an acceleration of retirements in the not-too-distant future. Who will
that someone sees and appreciates lead us forward in the decades to come and continue teaching our
the work they do. employees the Costco culture?

As evidenced by the business sections at most bookstores, there are
innumerable ways to lead effectively. The trick is to find the formula
that works for you. One of the best ways to do that is to emulate
someone you respect as a leader. You’ll find plenty of leadership
personalities on these pages. ■

Beth Monroe

GM, EL CAMINO, CALIFORNIA

Taking care of our Become a reference
employees is a critical part of for your managers and
our culture. When one of our colleagues through your
employees needs something, good work, knowledge of
I am always available. For the business, and standards
me, my employees’ needs with which you present your
are always a priority. department and yourself.

Luis Katsuda Ángel Mesas

GM, CULIACAN, MEXICO GM, GETAFE, SPAIN

Costco Wholesale Today is an employee publication. Publisher: Guy Silver; Managing Editor: Stephen Smith; Reporters: Katie Coleman, Miranda Cosand, Robin Hammermaster;
Production Staff: Marc Ferguson, Kainoa Fernandes, Tracie Coltes; Graphic Designer: Vidette McDowall; International Coordinators: AU: Fiona Chojnacki; CN: France Langlois; FR: Severine Nardin;

JP: Yuko Nakagawa; KO: Sukjae Han; MX: Maite Corrales; SP: Marta Fernandez de Soto; TW: Nora Wang; UK and IS: Sue Knowles. Contact us: [email protected] or 425-427-3864.

CostcoToday CostcoToday

FEBRUARY/MARCH 2018 3

MemberALOOKAT
Ser vice

At Costco, member service is our No. 1 priority. When we break
that down, there are many aspects to the job of serving our
members. From keeping the grounds clean to finding the best
deal on a new item to helping solve a problem with an order,
employees all across Costco provide service in distinct ways.
Here, Stefanie Sheils, AGM at Stoney Creek, Ontario, shares
how to handle member returns and miscommunications while
effectively leading your employees.

The Setup A Leader’s Approach
W e’ve all heard (or lived) the return stories: a bottle of wine
because it gave the member a hangover; a Christmas The first thing Stefanie does when she’s called to a conflict: “I try
tree because it died; a scale that just couldn’t possibly be never to undermine an employee in front of a member. In the case of
a return, I’ll tell the member that the employee was trying to do their

accurate. “Often, employees want to protect the job, and we will certainly get

company and follow the rules no matter what,” Don’t get complacent. the situation resolved. Then,
says Stefanie. “Through small looks or gestures, after it’s taken care of, I’ll

they sometimes convey a feeling of shame to Try new departments, new explain to the employee why
the member for seemingly frivolous returns or I made my decision.” Because
complaints. Employees feel as though they’re positions and new warehouses. each situation has its own set

defending the company, which is admirable, but I’ve made it to where I am of circumstances, there’s no
it’s not the way we do business.” If the situation manual that details how to

escalates and a manager is called, the service cycle because I’ve always taken the handle every scenario. “I wish
has been broken. “Once a manager’s been called, opportunity to try new things. there were a golden rule to
you’re already at a loss because the member is show where the line is drawn,

being put out and waiting. Also, employees can feel Even when it was scary or but there isn’t. My best advice
demoralized when being overridden. They don’t is to empower people as much

understand why they should follow rules that I knew nothing about my new as possible. Let them make
are seemingly ignored by role, I still made myself try. as many decisions as they
their managers.” can without having to call a

manager. For every situation

when I do get called, I make

it a point to review what happened so the employee will feel more

confident in making the decision themselves next time. The more

I teach my communication managers have with their teams, the better it is

employees that for everyone.”

everything we do must Following the Rules
be a reflection of our
culture. It starts by being showtime Costco’s Employee Agreement and training materials provide
ready and always trying to find a guidelines that managers can expand on to fit their business. These
way to say ‘yes,’ and it ends with guidelines come in handy when learning how the business operates
acknowledgment and respect. best, but they also can become too rigid. “For people who thrive by
following the rules to a T, that’s great, but remember that in order to
Zoi Onfri be a leader, you need a fellowship,” Stefanie says. “People who are

GM, CAGUAS, PUERTO RICO

4 COSTCO WHOLESALE TODAY

too strict often have a hard time engaging their team. I’m not saying Costco’s reputation is trumpeted
you should break the rules, but rather allow yourself to take a step by our employees. Let them know
back and see the people side of the issue. Remember: You’re not that they make a difference in our
leading if you don’t have someone following you. You need to build everyday success. Our employees
your people skills and find ways to connect. If this is something you are our greatest asset!
struggle with, I believe it’s a learnable skill. Partner with someone
who’s good at connecting with people and try using their approach.” Greg Scheid

GM, SW TUCSON, ARIZONA

Miscommunication call to ask if we have it, only to find that by the time they get here, it’s
been sold. They’ve been put out and will be upset. The smallest joke
Some of our most loyal members shop so often that we think of or a slightly negative attitude in this situation could easily send them
them as close friends or even family. But as with all relationships, over the edge. That’s why we have to be diligent about presenting
miscommunication can result in hurt feelings. “I believe that 99.9 our best selves and truly strive to serve our members as best we
percent of the time employees mean well,” says Stefanie, “but things can. The member is not the bad guy.”
don’t always come out right. Jokes or actions meant in good faith can
fall flat and leave members feeling hurt or angry. When a member
has a complaint against an employee, I first listen to the member and
reassure them that they did the right thing by telling me about the
problem. Never discuss an employee’s history with a member, and

Do the right thing even if Improving Your Member Service Skills
no one is watching.
Stefanie’s best advice on how to improve your member service skills,
don’t tell them what kind of disciplinary action you’re going to take. and subsequently your chances for promotion: “Get honest and
Let them know you take their complaint seriously and will handle constructive feedback from anyone you can. See how you could have
the situation. handled a situation differently and apply those notes the next time
you’re presented with a sensitive situation. And remember that the
“Then, when you speak to the employee, explain the member’s side level of member service presented by your team reflects on you. Ask
of the story and why you feel you were called to intervene. Most the people on your team how they view member service and what
likely, employees either don’t know or don’t fully understand what you can do to help them reach the next level. The people with whom
they did wrong. I remind people to put themselves in the member’s you need to improve your relationship can be your best resources
shoes; you don’t know what went on during that person’s day to for where you can grow. Your chances for success will improve if you
make them react that way. A classic example is when a member goes can learn how to adapt your style to get the entire team on board.
to a warehouse for a specific item, but that item is sold out. They’ll We have a saying in eastern Canada: ‘How someone perceives you is
their reality.’” ■

Set the right example for the people
you work with — your peers.

Learn something from
everyone you work with.

FEBRUARY/MARCH 2018 5

10 WaysToIncreaseYourChances
o Becoming a Supervisor
Around the world, employees interested in leadership roles are being promoted.
GMs selected supervisors to provide their best advice or advancement.
Here are 10 tips to help you get to the next level:

1 Emulate your avorite leader. Learning Think about your job in terms o the 6
2 business. How does your job contribute to the 7
rom someone else’s example is easy and can be
done with or without directly asking or help. bottom line? What ideas do you have that may
improve your department? Presenting your ideas
“My management style is strongly inspired by my GM and my during an interview shows that you’re serious
country manager. Both emphasize the importance o humanity about learning the business.
in pro essional relationships. They encourage employees by
listening with empathy and giving constructive eedback. Even “I truly believe that i we base everything we do on our Mission
more importantly, I ind inspiration rom my teammates who Statement and Code o Ethics, we’ll make the business better.
show humility, vision and con idence.” Every job in the warehouse contributes to our success. Think
about your role as an opportunity to make a di erence and,
Nicolas Meriel as always, provide good service to our members: Make eye
contact, smile and ensure the building is showtime ready.”
VILLEBON SUR YVETTE, FRANCE
Claudia Gallegos
Make your intentions clear. I you’re
MONTERREY II, MEXICO
serious about being promoted, let those
around you know it. Learn the lingo. Quality, value, member

“Since I started at Costco, I have continually wanted to evolve service, top-line sales, DFI, margin: Use the
– to learn and grow every day. I am vocal about wanting to be language your managers speak to help you join
involved in each task. I make sure my managers see, through my the conversation.
enthusiasm and conversations, that I’m serious about wanting
to be a leader. I organize my team’s tasks, inventories and daily “Pay attention to what your managers say. I you don’t know
production. I ensure my co-workers know that I’m dependable, what a term means, ask! For me, the most important word in the
available or questions and willing to help with any task.” language o Costco is communication. There are many aspects
o communication: listening empathetically, speaking clearly and
Carolina Fernandez ensuring understanding. E ective communication helps me
to direct teamwork and to have employees eel invested in
SEVILLE, SPAIN our work.”

Chiyomi Takata

MAKUHARI, JAPAN

3 Make achieving success your personal Stay positive. Management pays attention 8
4 responsibility. Embrace the power you have 9
5 to how you respond to setbacks and stress ul 10
over your own decisions. Similarly, avoid blaming situations.
your ailures on others. Learn rom your mistakes
and do better next time. “The operations o the ront end involve communicating with
many employees and members, so stress ul situations do
“As I started my irst management position, I discovered that, occur. I quickly learned the value o diversity. When I conceded
while I could per orm my daily duties very well, I needed to take that members and co-workers think di erently rom how I do,
ownership and accountability. I learned to be lexible, to problem- I saw our business rom various perspectives. When a problem
solve and to make tough calls when required. A supervisor’s occurs, I’ve learned not to get stressed out, but rather to try to
job sometimes can be overwhelming and rantic. In these understand the problem. I one enjoys working and knows how
situations, I tackle one task at a time. I prioritize tasks that have to be thank ul or each moment o li e, he or she can get through
an immediate e ect on members, my team and workplace.” any di cult situation.”

Jasmine Chuah Yeonhui Woo

MARSDEN PARK, AUSTRALIA GWANGMYEONG, SOUTH KOREA

See yoursel in the role. Act like a Be open to eedback. Honest evaluation

supervisor even though you aren’t there yet. is a rare gi . As di cult as it can be to take,
Show management that you are capable o the it’s o en uncom ortable or the other person
job – more than just a promise o potential. to give. Re lect on your actions rom
another perspective.
“Be ore I was promoted, I worked to understand Costco policies.
I wanted to know what it means to do the right thing and to “When I wanted to be promoted, I asked my GM or help. She
be able to direct others in various situations. I also acted like gave me honest eedback, and I appreciated it. At irst, it’s hard
a supervisor by ‘putting the team be ore me,’ and altering my to hear that you can improve, but then you realize that your
personal goals to better the team. I helped wherever I was mentor is trying to help you grow. She encouraged me not to
needed. My goal is to create a harmonious and delight ul settle or my current capabilities, but rather to strive to be better
working environment.” at my job.”

Henry Liu Emma Lane

TAINAN, TAIWAN KAUPTÚN, ICELAND

Ask or help. Meet with the person who is Ask about the Supervisor-in-Training
program. Participating will give you and
able to help you reach the next level. Find out
irsthand what you can do to advance. your managers a close-up view o your
leadership potential.
“The people I go to when I need help are my GM and AGMs. I
am still new to the company – having joined in June 2016 – so I “The Supervisor-in-Training program helped me understand
was nervous about applying or a promotion. I wanted to know the merchandising side o our business. I experienced some
i I was quali ied and, i not, what I could do to learn more. So culture shock as I changed to morning merchandising. Every
I asked my managers to help me. Talking it over with these department manager is slightly di erent on how to manage
experts made me realize that I’m not alone in my ambition or my sta , stock merchandise and create a game plan. The most
doubts, and that I should take opportunities when they arise.” important skills are dedication to quality results and the
perseverance to achieve them. You have to discard the ‘good
Carol-Anne Haywood enough’ attitude and motivate your team to do better.”

SHEFFIELD, ENGLAND Kathleen Rouse

E. WINNIPEG, MANITOBA

Detach and hang this poster.

Walk This Way

The warehouse hums with a slightly different energy when word
spreads that the regional operations manager is headed in to
walk the warehouse. While the perpetual goal is to be showtime
ready, on walk days the pressure is turned up a notch. What are
ROM walks, why do we do them and what are some tips to be
successful? We asked that and more of our Calgary, Alberta,
managers and of VP of Operations Heather Downie.

S oooo,” starts Okotoks GM Brenda MacMaster in her One of the most important aspects of a successful walk is
slight Canadian accent. “Walks always start in the parking knowing your numbers. Dean Herrington, GM at E. Calgary, says,
lot. From the minute the ROM pulls up, you’re showing “Advances in electronics have freed us from the office. We can pull

what your warehouse is made of.” Stray carts, trash or safety up daily and weekly sales numbers on the spot, but that doesn’t

hazards like ice are all indicators that the building may need ROM mean you just show them to the ROM. Employees have to take

attention. According to Heather, attention isn’t a negative thing; it’s the time to learn what the numbers mean. If you don’t know, stop

a teaching opportunity. “It’s equally important to do the right thing and ask your GM the next time you see them on the floor.” Heather

and know why it’s right,” she says. “The point isn’t to get people in agrees, “You have to know why a particular stat is important.

trouble. It’s to teach us all how to make the And if you don’t know, ask! We like to stay
business better.”
I encourage employees approachable to all employees. Yes, it’s
to pop over and say ‘hello.’ intimidating to do a walk, but you shouldn’t
Brittney Tait, receiving manager at be scared. Everything is an opportunity

S. Calgary, offers some tips for preparing: to learn.”

We’re all busy and we have a“Keep an eye on the details. Are your aisles As Heather and the team continue around
job to do, but taking thatstocked full to the steel? Do you have the horseshoe, she’s not only looking for
safe, clean, neat and straight, she’s also
broken boards? These things aren’t just looking to connect with people. “Share your
insights about your department. You’re the
second to make yourselffor looks. They sell expert and we, the
known is important.product and keep management team,
value your knowledge. Also, don’t be afraid
our members and if we ask you a question. Just answer as best
you can and know that we’re all rooting
– Heather Downieemployees safe.” for you.”

Heather adds, “It
may seem impossible to keep everything
shiny all the time, but it isn’t. You just have
to know how to pool your resources. Use
your employees’ skills.” Brittney does

this by knowing the strengths of those With the loop complete, Heather does one

throughout the warehouse. “We’re all last check-in with the team. John Glassford,

a team and we have to play whatever GM at NW Calgary, says, “Know your own

position is needed.” business and its unique needs in the context

of the whole. It’s not every warehouse for

The first thing Heather looks for when itself. A successful walk shows that you’re

she enters a warehouse: “At a glance, involved in all aspects of the business. You’ll

safety. You get the feel of a building right never be able to do it all yourself; that’s why

away. Safety is always our No. 1 priority. you have a team. Share your knowledge and

As you walk, you’ll know whether a location is in season. Are the help your team. It’ll show when people come

best items on the end caps? Is everything in the right area and by to visit.” Heather concludes, “It’s one of the

category? These are questions I ask myself and the team. People most fun and rewarding parts of my job when

love to share their insights with me as to why they chose to place I see people have that aha moment. View walks as a chance to

a certain item on the end cap. When I learn their reason, I can then learn and grow by sharing your knowledge of the business with

share that with other warehouses I visit. If you don’t know the someone who gets to see the region as a whole. You’ll be less

reason behind a decision, it’s just luck.” stressed, and you’ll come away with more to share.” ■

8 COSTCO WHOLESALE TODAY

Building Trust and Transparency
Morale
Costco Today met up with GM Dave Hunnewell and
Morale [noun; mo•rale; \mə-’ral\]: the feelings of AGM Todd Shields at the Van Buren, Michigan
enthusiasm and loyalty that a person or group has depot in 2016, and employees throughout the
about a task or job building were bright, cheery and eager to show us
their location. We asked Dave about how he helped
promote this esprit de corps. “Every Monday we
have a quick meeting with the entire staff. We take
15-20 minutes to talk about what’s going on in the
building, go over safety expectations and set goals.
Then we open the floor to questions. I believe in
being as transparent as possible, so I try to answer
every question honestly and thoroughly. Including
everyone in the conversation builds trust – both in
your team and in management.” Todd continued,
“Secrets breed insecurity. We strive to keep
everyone in the loop. Clear communication is the
cornerstone of good morale.”

W e hear many common workplace Lane McFadden, staff manager at Van Buren, added, “It comes from
words – teamwork, deadline, sense of the top down. We have an incredible team here, and much of that is
due to the management style that Dave and Todd promote. We all

urgency – but maybe none is as Listen to the comments know their goals for the team,
ubiquitous as morale. Employees employees make. Our and we know whether we’re on
with high morale have a few employees are smart and have track to meet our goals. It may
common traits, e.g., a positive great ideas. When they suggest not always be cheery news,
outlook, team spirit, energy, efficiencies or have a but it’s real. Dave and Todd are
enthusiasm, a willingness to also stellar teachers. They are
learn and accountability. When complaint, take approachable, so you aren’t
morale is high, people eagerly them seriously. scared to ask questions. When
you’re open to learning and
perform tasks. When morale is – Todd Shields growing, it makes your job much
more satisfying. People jumped
to come to the Van Buren depot

because they’d heard about the

low, people struggle through the great morale here.”

workday. Most likely, we’ve all worked in jobs, A Working Family

departments or warehouses where morale Narquita Steanhouse, GM at Commerce
Township, Michigan, contributed, “For me, good
was uplifting. What factors play into keeping morale is built around establishing a family
spirits up at work? We asked a few Midwest environment. I tell all our new hires that we

Region leaders for tips on keeping morale want to enjoy our time at work. We’re here for a
high in the workplace. significant portion of our lives, so let’s make it
productive and supportive. John Gaherty, our

Midwest Region SVP, is one of my most influential

teachers, and he stresses the importance of

making the bond of the team a priority. Through

him I’ve learned that friendly competition is

important, and working toward the success

I always try to express fairness of Costco as a whole – not just your individual
and objectivity in my decisions, warehouse – is key. If you take that down to a
and I make it a priority not to show smaller scale, when we are in it for ourselves,
preferences or favoritism to anyone. others aren’t interested in helping us succeed. But when we put our
I also make sure I am approachable efforts toward the success of the team, suddenly everyone wants to
and a good listener. be involved in making something great happen.” ■

Chris Snowdon

GM, MANCHESTER, ENGLAND

FEBRUARY/MARCH 2018 9

The concept of taking a Do You Hear
timeout is well-known to sports Me Now?
fans and harried parents, but
it also is a strategy among Listening calls upon our sense of hearing, but it
great leaders. Situations arise is much more than just using the ear to interpret
in which people are frustrated, sounds. Listening involves attention, concentration
angry or embarrassed. A leader and an investment in the thoughts of others.
will always take a moment We asked a few of our GMs what it means to
to understand the issues be a good listener and why it’s important, both
completely and will ask those personally and professionally.
involved to do the same. A brief
calm period usually results COSTCO WHOLESALE TODAY
in a less volatile and more
productive conversation.

Brenda Weber

AVP, HUMAN RESOURCES,
U.S. HOME OFFICE

We need to make sure
employees feel confident that
they can bring up problems at
work. They need to know they
are being heard. GMs carry
the responsibility to make our
people feel safe and happy
when they’re here.

Rafael Reyes

GM, W. BAYAMON,
PUERTO RICO
10

Jonathan Yen, GM at Taichung, Taiwan,
sought to answer the question: How does
one become a good listener?

A Map to Listening Masayasu agrees. “When talking about the business or
productivity, I don’t say, ‘Do it this way.’ Instead, I listen to people’s
“I like to use the Chinese character for the word listen —ting— ideas, and I thank them for speaking their mind and sharing their
to encourage myself to become a better listener.” ideas with the team.”

The character for ting is made up of several parts: Ear, on the left, This concept extends to conflict as well. Woosik says, “I believe
is to hear what the person is saying. Eye, on the top right, is to that conflict is a mutual interaction that occurs when we interpret
have eye contact and to show your respect by paying things differently from another person. Therefore, it’s important
full attention. to listen carefully to another person’s opinion so we can figure

Heart, on the bottom right, is to listen with our hearts. Listening out where our understanding collides. When we carefully listen to

with your heart means practicing patience and showing the each other, we gain trust from the other person and build feelings

speaker that you are completely enveloped in feeling the content of affinity, which will help solve conflicts when they arise.”

they express. Masayasu continues, “If employees feel that

It’s important to develop an their boss doesn’t hear what they are saying,
easy-to-talk atmosphere where then employees can become discouraged
and will eventually stop communicating. This
everyone feels comfortable reduces the opportunities for management to
approaching me about understand potential improvements that can
help the company. Employees know what needs
anything, big or small. to be done and have great ideas on how to make
- Masayasu Izumi the business better. But they have to trust we
will listen before they’ll share. That’s why it’s so

important to show through posture, eye contact

Masayasu Izumi, GM at Amagasaki, Japan, has a similar idea: and silence that we are listening and will take

“When I talk with someone, I turn my body so I can clearly matters seriously.”
see the person’s eyes. I believe that the best and most clear
communication must be done through face-to-face interaction, “If we understand that listening requires our ears, eyes and
not only with the ears.” heart, we will become better listeners,” says Jonathan. “When
we interact with members and co-workers, we’re able to show
“When I communicate with our willingness to listen with respect. I believe this makes

employees,” says Sangbong, South member service, employee care and personal relationships

Korea GM Woosik Kim, “I try not to all the more successful.” ■

judge whether a story is important.

At my location, we strive to create an

atmosphere in which employees feel As a team, we review our
comfortable sharing both troubled merchandising daily and
and pleasant stories. Because ensure that the Six Rights of
of our investment as listeners – Merchandising are implemented.
showing concern and consideration Ninety percent of our job is teaching,
without judgment – trust is built so it’s important that I pass on what
and relationships are made. I choose to believe every story is I have learned to fellow managers
important, and this shows through my attitude and attentiveness. and employees.
This also gives people faith that I will keep our conversations
private, which opens the door for sincere communication.” Andrew Brown

GM, MARSDEN PARK, AUSTRALIA

FEBRUARY/MARCH 2018 11

A Culture of Connection Commitment to
Communication
In 2016, when he was the GM at the Salem, Oregon
Kim: I’ve seen my fair share of
location, Ryan Watkins and his team fostered an hourly employees get promoted.
One thing that stands out as
open environment with a focus on communication, a winning quality is a desire to
do the hard work. Listen, be
based on the book “Connection Culture” by Michael friendly, stay positive, and
always be willing to jump in
Lee Stallard. Ryan has since taken his approach to and lend a hand. When you
are in the mix, they
the Albany, Oregon warehouse: “What’s great about will trust you and will
work their hardest.
this book is that it takes a key concept and puts it
Zack: When members
into words we can all relate to.” ask me questions, I give
them my undivided
T he premise of the book is simple: Make down and worked hard for fear of losing attention until they
connections with the people around you my job. Managers and supervisors seemed are satisfied with their
experience. When an
and everyone will benefit. When Ryan intimidating to me, and I hardly spoke or asked employee comes to me with
an issue, I make sure I not
was asked to recommend an employee who questions. As my job transformed into my career, only hear them, but also I
listen and take whatever
embodies this concept transferring to other time is required to solve
it. The bottom line is:
of communication, Kim We have a board in our warehouses and Throughout my career I’ve
Bush, cashier assistant breakroom where we post new departments learned lots of things, but
at Albany, sprang to gave me the chance the positive role communication
plays in connecting with
mind. Kim says, “In my motivational quotes, to reinvent myself. employees and members
nine years at Costco, appreciation notices and I made it a goal is immeasurable.
I’ve witnessed that to connect with
12
communication is short employee profiles. It’s co-workers and
everything. It makes or another way we can connect managers, which
breaks morale.” Ryan shifted my entire

also recommended people and build our team. outlook on Costco.”
Zack Davidson, front end – Kim Bush Zack’s advice is to
manager at Salem, who start simple: “Shake

agrees with Kim. “One hands and introduce

of my favorite questions when interviewing for yourself. Pick out a leader who has the style of

a supervisor position is, ‘If you could wave a management you’d like to emulate.”

magic wand and change one thing about your Kim adds, “When communication is part of
department, what would it be?’ Nine times your culture, it makes people feel comfortable
out of 10, employees wish they could improve and confident. You’re able to be yourself at
work, which is crucial to fostering the family
communication.”

A Shy Perspective atmosphere Costco is known for. Connections

“When I started at Costco in 1997 as a seasonal are what keep people coming back. The
employee,” Zack remembers, “I kept my head mechanics of our jobs are sometimes
mundane, but when you build connections

with your co-workers and members, your job

has meaning.”

Work hard Zack continues, “Having been a merchant
and ask a lot of for most of my career, I was caught up in the
questions. Be hectic nature of the shift. When I became a
open to putting manager, it was hard for me to justify even five
yourself outside of minutes to meet with employees. But after
your comfort zone. Don’t be seeing enthusiasm and productivity decline,
scared of making mistakes; I knew I had to do things differently. Ryan
that’s how we learn! helped our warehouse commit to a culture of
communication, and my mind was completely
Brett Vigelskas changed. Work performance improved and
morale went up. I advise managers to use
GM, KAUPTÚN, ICELAND Stallard’s book as a guide if they see a decline

FEBRUARY/MARCH 2018 in their department’s morale.” ■