Hawaiian style Costco - Aetna

HaCwoaisiatncsotyle

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 [email protected]. 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 [email protected] for assistance.

Scan this mobile
code to complete
the survey on your
smartphone.

Free reader at http://scan.mobi

Publisher: Guy Silver Come Tweet with
Managing Editor: Stephen Smith Costco Today
Production Manager: Whitney Seneker
Print/INTL. SPECIALIST: Diane Hobday Many publications use social media to engage
Erin Anderson readers like you. We use Twitter so we can:
Reporter: Adam Pranica
Reporter: Hana Shipman • Have a conversation with you
Tracie Coltes • Learn what you like or don’t like about
Reporter: Kerry Johnson
Production Supervisor: Shannon Sorem the magazine
Creative Director: Fiona Chojnacki • Hear your opinions on what our company
Graphic designer: Andrée Lemire
australia coordinator: Yuko Nakagawa is doing
Canada coordinator: Sukjae Han • Feature stories that fit your interests
japan Coordinator: Ana Maria Soberanes • Learn about the awesome things going
Korea Coordinator: Nora Wang
Mexico Coordinator: Sue Knowles on at your location
Taiwan Coordinator: • Share Costco news as it breaks
UK COORDINATOR: This is your employee publication, so join the
discussion! Follow us @CostcoToday.
Costco Wholesale Today is published
for the employees of Costco Wholesale. C o s tc o Wholesale T oday

Issaquah Home Office
999 Lake Drive, Issaquah, WA 98027
(425) 427-3864 phone —  (425) 313-8221 fax

e-mail: [email protected]
Archived on Costco Intranet > HR/Risk Mgt.

Follow us on

TM

@CostcoToday

2

Pay Stubs

Go Paperless

Costco is in the process of implementing online pay stubs through a Free reader at http://scan.mobiHow will this affect me if I have Direct Deposit?
new system called ePayroll. After a brief trial period, paper pay stubs will no longer be printed, and
There will be four ways to access ePayroll, which is expected to go live you will be able to view all of your information online. Your payroll clerk,
in mid-March: 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
→ www.costco.com paper check?
You will still receive a paper check and pay stub. You can view your pay
Click the “Employee” link at the bottom of the page, and then information online during the trial period, but if you choose to continue
click the ePayroll logo on the following page. receiving a paper check once the trial period has ended, you will no
longer have access to ePayroll.
→ www.costcopaycheck.com How can I access my pay stubs if I don't have a home computer?
You can access the ePayroll website through the eNet breakroom
This site takes you directly to ePayroll. computer or at a public library.
How will this affect W-2s during tax season?
→ www.costcobenefits.com 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
Click the ePayroll button. 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
→ Call 1-800-809-EPAY (3729) have access to the online system.
Detailed information regarding the ePayroll system will be provided by
Since this is a new process for the company, the Payroll department your payroll clerk and will be accessible through the ePayroll website,
answered a few of your questions: the eNet breakroom computer and Costco’s Intranet payroll website.

Why are pay stubs moving online? Listen to an interview with Diana Thornton,
Currently, 99 percent of employees in the U.S. and Puerto Rico are corporate payroll training coordinator.
paid electronically. Naturally, the next step is to provide your pay Go to the eNet and click
information in the same fashion. This is the No. 1 requested service Costco Today > Audio
that the Payroll department receives from employees. Warehouse. Or, scan this
Online pay stubs are eco-friendly. Approximately 50 trees worth of mobile code with your smartphone.
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 3
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.
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.

March 2011

Our own Tracie Coltes,
production supervisor in the employee
communications department, had the
opportunity to visit Costco’s Hawaiian

Alfroohm aHawaiilocations.ThisisTracie’sstory.
Although I’ve lived in Washington state for many years,
Hawaii is my home. Most of my family resides there, and I Tracie Coltes Kainoa Fernandes
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.

Kauai Iwilei #687

Niihau Opened: June 12, 2002 – The “Big Kahuna” of
Costco’s Hawaiian locations, Iwilei is a fixture in
Kauai #640 Oahu the daily top 10 sales list, and one of the busiest
warehouses in the company. Iwilei replaced
Opened: October 17, 2006 – The Kauai Costco’s original Honolulu warehouse in 2002.
warehouse is in the town of Lihue, the second- In fiscal year 2010, Iwilei accounted for more than
largest city on the island, with a population of 27 percent of all sales among Hawaiian buildings.
about 6,000, and its central location makes it
easily accessible. The total resident population Molokai
of Kauai is less than 70,000, but more than 1.3
million vacationers visit it annually. Although the Waipio #485 Lanai Maui
warehouse has a gas station, the island of Kauai
does not have a fuel transportation company. As Opened: July 20, 2000 – Costco’s third Kahoolawe
a result, it is the only gas station in the company warehouse on Oahu, Waipio lies just a
at which Costco employees dump fuel from the few miles north of Pearl Harbor along H2,
tanker trailers into their in-ground tanks. the primary highway between Honolulu
and the famous North Shore. Like all
Kapolei #1038 warehouses in Hawaii it benefits from
the tourist trade, but Waipio is a favorite
Opened: February 27, 2009 – The for locals of Oahu. The staff at Waipio
site of Costco’s newest Hawaiian is justifiably proud of their building,
warehouse, Kapolei is also one of which boasts one of the highest front-end
the newest and fastest-growing productivity rates in the company.
communities in the state. A designed
“second city” to Honolulu, Kapolei Hawaii Kai #120
will be the site of much of the future
development on Oahu, and the state- Opened: September 3, 1992 – Hawaii Kai is one of
of-the-art building is well-equipped the most affluent areas on Oahu, and the warehouse’s
to accommodate that growth. 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 Hawaii Kai’s breakroom
now the oldest continually operating Costco warehouse
in the state.

4 C o s tc o Wholesale T oday

Maui #119 We noticed that Costco
warehouses in Hawaii have
Opened: May 26, 1995 – The warehouse is located very much the same product
less than 1 mile from Kahului Airport, and can mix and general ambience
be seen by passengers landing on the Valley Isle. of our mainland locations,
Almost every card-carrying Costco vacationer with subtleties that set
arriving on Maui drives directly from the rental them apart. The fact that
car lot to the warehouse, which makes the flight much of the merchandise
arrival schedule a key piece of information every sold in Hawaii arrives by
business day. Maui also serves members residing container ship rather than
or vacationing on the nearby islands of Lanai and truck is obvious, but the
Molokai. A planned expansion of the warehouse will warehouses also are filled
add a gas station and approximately 15,000 square with fresh and colorful
feet of sales area by mid-2012. local products, and the
employees are no ka oi.
Kona #140 With the presence of orchids and tropical print
shirts, our Hawaiian buildings generally seem more
Opened: November 22, 1993 – Costco’s third colorful than their mainland counterparts. The steel
location in the islands is a regular destination is packed full of tropical-inspired packaging and
for residents throughout the Big Island, many of island-specific items, products that seem to jump
whom drive up to five hours round trip to shop. off the shelf with color.
Although it is more than six times larger than Walking buildings is the best way to gauge the culture
Oahu, the island of Hawaii is sparsely populated; of each location and its market; that’s why Costco
it has approximately 150,000 year-round residents, executives, from regional operations managers on up, are
compared with nearly 1 million on Oahu. 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.

Hawaii L to R: Jim Murphy, executive vice president International;
March 2011 Jim Sinegal, CEO; Gayle Kawamura, assistant manager;

Tom Burba, warehouse manager; and Craig Jelinek, president and COO

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: Island Desserts (Custard Pie,
soy sauce, seaweed and wasabi) Chocolate Cream Pie, Macadamia

Aloha Shirts (Men’s shirts Nut Cream Pie, Coco Puffs)
made from Hawaiian print fabric)

Tropical Flowers (Orchid variety,
Leis, Torch Ginger, Anthuriums)

Hawaiian Heirloom Jewelry Poi (mashed taro root) Li Hing Mango (dried mango
sprinkled with sweet and sour powder)

Choco Mochi (Japanese rice Taro Rolls (Bread made Sweet Potato and Taro Chips Mochi (made with
crackers dipped in chocolate) with mashed taro root) sweet rice flower)

Mira Loma to Maui Merchandise Pipeline

This graphic shows the typical route of merchandise from the mainland to There are two sailings from Long Beach to Honolulu each week, on
one of Hawaii’s outer islands, in this case, Maui. More than 80 percent of the Wednesdays and Saturdays. Each sailing can include from eight to 30 containers
merchandise sold in Hawaiian warehouses is delivered via container ship from for each Hawaiian warehouse, depending on their individual sales volumes.
the Port of Long Beach, California. Depot containers are assembled at Costco’s Buildings not located on the island of Oahu each have contracts with drayage
Mira Loma, California depots, both the dry and wet (freezer/cooler items) firms on their islands to haul the containers from the dock to the warehouse.
facilities, while other shipments, for example bottled water, are delivered directly
from the manufacturer to the port.

Mira Loma Depot Port of Long Beach At Sea

Containers amalgamated and staged 1-2 days 2 days
1-4 days
C o s tc o Wholesale T oday
6

HawaWiiaonrds Mahalo to our Hawaiian Costco ohana.

A hui hou (Ah Hu-ee Ho) – ’Til we meet again Tracie & KaiA hui hou,
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
Wikiwiki (we-key-we-key) – Quick, fast

Listen to our Hawaii employees talk about Free reader at http://scan.mobi The Hawaiian archipelago is the most isolated
their buildings and view a photo slide show. island chain in the world. When it rose from the
Pacific thousands of years ago, it was nothing
Go to the eNet and click but barren lava rock. Everything on the islands
Costco Today > Audio effectively arrived from somewhere else, and
Warehouse. Or, scan this yet Hawaii, because of its remoteness, is home
mobile code with your smartphone. to thousands of plant and animal species found
nowhere else on earth.
Port of Honolulu Maui The message that Kai and I want to share is that
Costco’s Hawaiian business, and our employees
Containers moved to barge Containers craned onto drayage there, are much the same. The warehouses feature
via crane for transit to Maui chassis and delivered to warehouse all of the same services and product mixes found in
buildings worldwide, and employees’ backgrounds
1 day 1-3 days reflect a wide variety of nationalities and ethnicities.
Together, however, they form an organization that
March 2011 at its heart is uniquely Hawaiian, and creates a
shopping paradise for our members.

7

Qi-Yuan Luo Jake Spafford and Bonnie Levesque
Chung Ho, Taiwan Missoula, Montana
Pei-Lang writes: “The optical department Ryan Coleman writes: “A bike I purchased at
service is awesome! Qi-Yuan helped me Costco had issues during a ride: One of the pedals
with his profound knowledge of eyewear, fell off in the middle of the street. I discussed
ensuring that I understood everything he the issue with Jake and Bonnie, and they went

was explaining to me. He patiently answered above and beyond to get the issue resolved. Jake
all of my questions, and even took it a step even took the extra time to inspect my
further to consider my individual optical replacement bike to make sure everything
needs. I sincerely thank him.” was in order. He knows a great deal more

Fantasya Hartle and Blake Dennill about bikes than I do, and he really took
Calgary, Alberta care of me. These are the folks that keep me
Bob Ross writes: “I received coming back to Costco to shop. I’ll be proud
outstanding service for two tire to tell others about the great experience I’ve
repairs from Fantasya and Blake. had with your staff!”
I’ve been shopping at Costco
Calgary South for nearly 25 years, Michelle Kerkan
and employees like them keep me Cranberry Township, Pennsylvania
coming back. I wish to thank the Eugene Gamble writes: “I drove 30 miles to
find a particular lawn and garden item. I had
tire staff and Costco for providing trouble locating it and after asking several
outstanding service year after year.” employees, I was told the item was sent back

Jayne Brewster to the supplier. Michelle searched and found
Sheffield, England that there was one left. She tracked me down
Ann Drury writes: “I received fantastic service in the warehouse and brought it to me. I
from Jayne. I bought a matching necklace and was so happy that Michelle went out of her
earring set on a previous Costco trip. When I way to locate the item. Employees like her
returned to buy the matching bracelet, I tried deserve high recognition!”
it on but discovered that the clasp was broken.
Jayne helped me by calling the buyer to request Brian Taylor
another one. She was caring, and her customer Carmel Mountain, California
service was exceptional. Jayne deserves a big Jim Schindler writes: “I purchased an
thank-you.” issue of America’s Test Kitchen magazine
entitled ‘Best-Ever Recipes.’ I enjoyed
Jose Torres it so much that I wanted to purchase six
Southwest Bakersfield, California additional copies to give away as Christmas
Max Ellis writes: “We were traveling a long gifts. When I returned a few weeks later to
distance to visit family when our tire pressure buy more copies, I discovered that it had been
warning light came on. One of our tires was replaced. When I explained my problem to
pretty low, so we drove to Costco. We were Brian, he gave me an assistant buyer’s contact
information at the Home Office.
initially told it would be a two-and-a-half She contacted the distributor
hour wait to fix the tire. We explained our and was able to expedite those
traveling situation and that I needed to be able issues to the Carmel Mountain
to sit or recline due to neck and back pain. warehouse. I was elated
Jose allowed us to use the employee lounge, and our car was ready in with their superior customer
an hour. We wanted Jose to know how much we appreciated his help service. Thanks again!”
getting us back on the road. Thank you to Jose and all the staff for
making a bad situation much better.”

8 C o s tc o Wholesale T oday

Congratulations
to all these employees receiving
Bill Vanderwall member compliments:
Myrtle Beach, South Carolina
George Parness writes: “One afternoon my wife 1-Hour Photo Irving Fenner Luis Costa
had a problem opening the gas compartment Brick, New Jersey Seattle, Washington Chandler, Arizona
on her car. She was frustrated and ready to cry Aaron Webster Ivy Martin Maria Bolivar
when Bill saw her struggling and came over Seattle, Washington Missoula, Montana Boca Raton, Florida
Alan Eduardo Jackie Haddad Maria Ramirez
to help. She offered him a tip but he refused, Moreno Tapia Northridge, California Downsview, Ontario
saying the whole reason he was there was to Arboledas, Mexico James English Mario Mejia
assist customers. We want to thank Bill for Alisha Smith Wilmington, Southwest Bakersfield,
being a nice guy. He always has a pleasant Tigard, Oregon North Carolina California
word and is tremendously helpful.” Allison Wing Jana Goebel Mark Noble
Avondale, Arizona Orland Park, Illinois La Habra, California
Thomas “TJ” Jaggars Alvin McCarter Janet Ward Marlena Dvorak
Newport News, Virginia Lincoln Park, Illinois Nesconset, New York Bozeman, Montana
Barbara Reynolds writes: “My husband and I Angelica Barrientos Janet Wolff Mike Van Der Aa
purchased two sets of steel shelving that were Leon, Mexico Wilmington, North Carolina El Paso, Texas
heavy. We pulled up to the front of the store Brenda Stempel Jason Hutchinson Moe Phillips-Brooks
to see if one of the employees could help us Nesconset, New York Rancho Cucamonga, Southeast Memphis,
lift them into our station wagon. TJ, with no Brett Brinkerhoff California Tennessee
effort at all, lifted the boxes and safely stowed Gilbert, Arizona Jay Ferestad Nil Gonzalez
them in our car. We tried to give him a tip, but Brett Clark Independence, Missouri Lincoln Park, Illinois
he refused telling us he was more than happy Tustin II, California Jayme Champion Nora Mandes
to help. Costco is lucky to have him!” Caleb Cash Missoula, Montana Pembroke Pines, Florida
Independence, Missouri Jeff Kahan Nowell Miyagawa-Miskin
Vera Van Kranlingen Carol Noland Boca Raton, Florida Downsview, Ontario
Waipio, Hawaii Mesa, Arizona Jennifer Jarvis Olivia Manilla
Katie Watanabe writes: “My grandmother Claudio Burleigh Puyallup, Washington La Habra, California
has a hard time getting around and really Boca Raton, Florida Joan Reber Orquidia Rodriguez
appreciates it when store clerks are patient with Curtis Olson Kirkland, Washington Pembroke Pines, Florida
her. I accompanied her on a shopping trip to Avondale, Arizona Joanset Artiles Pam Stephens
Cyrus Regis Jr. Pembroke Pines, Florida Wilmington, North Carolina
Costco where she intended to buy a jacket. Mayfield Heights, Ohio John Schachtel Patrick Brand
Vera, in clothing, was so kind and helpful. My Damian Garza Hackensack, New Jersey Helena, Montana
grandmother was so grateful that she bought Rockwall, Texas John Sharkey Racquel Henry
two jackets thanks to her help.” Danny Ramirez Tigard, Oregon Mayfield Heights, Ohio
West Springfield, Jon Determan Redy Espinosa
Charlie Clark Massachusetts Helena, Montana Lantana, Florida
Greensboro, North Carolina Danny Vargas Jose Castro Rick Kuhnhenn
Chuck Cannel writes: “My car would not start at El Paso, Texas Lincoln Park, Illinois Missoula, Montana
the gas station. Charlie, an outstanding employee, Derek Cervenka Jose Perez Robert Fleege
immediately came over to see how he could help. Coeur D’Alene, Idaho West Springfield, Gilbert, Arizona
Derik Austin Massachusetts Rosy Radilla
He looked under the hood, checked my battery Helena, Montana Josh Ghan Coapa, Mexico
cables and cleaned them the best he could. Dodie Marlin Coeur D’Alene, Idaho Sandy Lewkowsky
We were finally able to jump-start my car. At West Nashville, Tennessee Joyce Eicher Lantana, Florida
Charlie’s suggestion, I went to have my battery Dominick Silveira Avondale, Arizona Sarah Roberts
checked and found that it needed to be replaced. Southeast Memphis, Julie Lukehart Independence, Missouri
I really appreciate Charlie’s help. What a great guy!” Tennessee Mesa, Arizona Scott Hetherington
Dustin Gonzales Kelly Collins Kirkland, Washington
Badge to Badge Vincent Conte Rockwall, Texas Chandler, Arizona Sean Lucero
Wharton, New Jersey Evette Dolgovin Kevin Fenton Chandler, Arizona
Frank Longo, assistant warehouse Rancho Cucamonga, Puyallup, Washington Shari Pierson
manager writes: “Vincent found more California Kilian Cardo Puyallup, Washington
than $1,200 in our parking lot when he Ewin Rodrigues Nesconset, New York Silvia Garcia
came in to do some personal shopping. Coeur D’Alene, Idaho Lathaniel Ervin Leon, Mexico
Using partial information that was on the Fernando Ortega West Nashville, Tennessee Stephanie Calvet
envelope, we were able to track down the Tustin II, California Laura Nuccio Anjou, Quebec
member who had lost the money. The Flora Baniqued Orland Park, Illinois Sue Demascio
member was extremely relieved and very Kirkland, Washington Len Sherard La Habra, California
impressed with Vincent’s honesty.” Freddy Solis Independence, Missouri Susan Cloud
El Paso, Texas Lilia Ellis Tallahassee, Florida
Giuliana Petrocelli Tigard, Oregon Sylvie Pelletier
Hackensack, New Jersey Lina Jennings Anjou, Quebec
Grace Olson Gilbert, Arizona Tera Swank
Home Office, Linda Roberts Mesa, Arizona
Issaquah, Washington West Springfield, Tire Center
Hector Martinez Massachusetts Chantilly, Virginia
Seattle, Washington Lisette Bolduc Tony Sattler
Hewlett Price Jr. Ste-Foy, Quebec West Springfield,
Puyallup, Washington Liz Bannister Massachusetts
Hock Sharif Yakima, Washington Waseem Ali
Mayfield Heights, Ohio Call Center Brooklyn, New York

March 2011 Check out the eNet for more outstanding employees. 9

…in loving memory

Robyn Thompson Coni Dann

03/24/77 – 10/8/10 7/19/45 – 12/4/10
Clarkston, Washington Kirkland, Washington
Robyn began her Costco career in Coni worked in the pharmacy at the Kirkland
California before relocating to the warehouse for nearly 15 years, before retiring
Clarkston location so she could attend in October 2008 to spend time with her family,
Washington State University. There especially her granddaughter. She formed
she forged many strong relationships lasting relationships with co-workers through
with co-workers, including Justin her work with the Employee Association. Her
Thompson, whom she married in compassion, caring and positivity are traits her
2006. Robyn had a soft spot for animals, and was often involved co-workers will never forget.
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 Donald Haydel
in her husband, parents, siblings, numerous extended relatives and
with those honored to have called her a friend. 3/8/48 – 12/23/10
South Sacramento, California
Glenda Lawen Few managers develop relationships as close
as Donald, assistant manager, had with the
1/12/59 – 10/27/10 staff and members at South Sacramento; he
Clarkston, Washington was a loved and respected member of both
Glenda had been a friend and Costco and the community. Hired in 1986,
co-worker to those at Clarkston for Donald worked at several Sacramento-area
more than 15 years. She held various locations, and his magnetic personality was
positions, but favored the hours and highly valued at each. As a husband, father, grandfather, neighbor
duties of the morning stocker position and friend, he enriched the lives of many, including the hundreds of
the most. The “Lawen Tractor” people who attended his memorial service.
was known as much for her sunny
personality as her funny turns of phrase, like “See you ’round like Walter Slack Jr.
a doughnut,” or “Who licked the red off your candy?” She will be
deeply missed. 6/22/54 – 12/26/10
Christiana, Delaware
Valerie Joseph After 26 years as an offset pressman, Walt
joined the Costco family as a member
7/3/63 – 11/2/10 service employee. He was always happy to
Durham, North Carolina help his co-workers, including painting the
Valerie was a devoted employee for breakroom and tackling maintenance tasks
more than 20 years with experience around the building.
in many positions. She excelled as a Walt won the hearts of all his fellow
marketing manager, where her fondness employees in his eight years with the company, and that wasn’t simply
for people made her a great match for because of his frequent doughnut deliveries, and annual homemade
her job. Among her many passions, she meatball and lasagna dinners. He truly cared about his job and the
was committed to her building’s reading people he worked with, and was never caught without a smile. He will be
program. Valerie will always be remembered, as will her numerous sorely missed, but his memory will be treasured by his family, friends and
contributions to her location and her community. his co-workers.

Barbara Sempsrott John Osterhoudt Kelly Holstein

7/27/64 – 12/1/10 9/15/83 – 12/11/10 5/2/61 – 12/23/10
Huntsville, Alabama Manhattan, New York Lake in the Hills, Illinois

Alexander Rataj Robert Anderson Souzan Soliman

5/27/36 – 12/8/10 3/7/55 – 12/21/10 12/24/70 – 12/31/10
Green Oak Township, Michigan Tracy, California Depot Gaithersburg, Maryland

Tyrone James Whitney Schaefer C o s tc o Wholesale T oday

1/25/69 – 12/10/10 5/9/89 – 12/22/10
Santa Cruz, California Gig Harbor, Washington

10

UpCleaning With our rooftop tasks complete, we crawled back down the ladders and hit
MessOur the floor with dust mops. This goes on throughout the day, every day. I did
Part 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
Two some de-icer to the dock. Who de-ices the parking lot and sidewalks? You
guessed it!
Warehouse Facilities 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
In the January/February issue of Costco Today, I worked an overnight shift with the maintenance department for the holiday season when I visited. “I love
the janitorial staff at the Home Office in Issaquah, Washington – but this cleaning up after people,” she says with a laugh. “It must be the mom in me!”
was only part one of my latest Tough Jobs experience. Now that we know who Elena spends her shift sweeping and doing trash runs. The warehouse has
cleans up at the Home Office, let’s take a look at the warehouse side of things. more than 60 trash cans scattered throughout the building. Elena prefers to
The challenge that started this two-part series came from Jessica Brown, have a trash can near each demo table – closer cans, less mess.
maintenance employee at the Henderson, Nevada warehouse. Jessica wrote: We started our trash run by washing out the rolling bin. Elena does this once
“It’s not that I enjoy cleaning the women’s restroom, but someone has to do it. a day to keep the container from smelling like a dumpster. We then made
And frankly, I know I’ll do a great job.” a full tour of the warehouse, stopping at each can to check the capacity and
Let’s be honest. Most of us try to avoid cleaning the restrooms when the wipe down the lids, and picking up trash that we spotted on the floor. Every
front end is slow. (I did when I worked at the warehouse!) The idea that step we took, we dodged members who were too busy to notice an employee
someone would volunteer to do it is baffling, but maybe what we should feel toting a trash bin – a very different experience than I normally encounter when
is admiration and gratitude. After all, when it comes to walking through a warehouse with my badge on.
warehouse maintenance, cleaning the john is only one Cleaning the bathroom in the warehouse was a bit more challenging
part of a very busy job. than at the Home Office for one reason: It was occupied. Trying to be as
I arrived at the Puyallup, Washington warehouse inconspicuous as possible, we refilled toilet paper, swept the floor and emptied
to get the scoop on warehouse facilities as Tracy sanitary bins in open stalls. Elena checks the bathrooms often to access each
Schodron, skilled maintenance, pulled up on the unoccupied stall and keep things spiffy.
floor scrubber. His job includes standard duties such
as scrubbing, sweeping and emptying trash, as well Elena and Erin Mick, Elena and Tracy
as restocking and cleaning the restrooms. Beyond
that, Tracy and Mick Kramer, skilled maintenance, Just when I think we’re finished for the day, a call crackled over the
complete repairs and upkeep on warehouse equipment – radio. A spill near the front door! We swiftly assembled the mop
from changing light bulbs to plunging drains to replacing and bucket, and rushed to the scene. It was a bit disappointing, I
exhaust fan belts and everything in between. Tracy is have to admit. The spill was easily cleaned up with a paper towel.
also in charge of coordinating with outside suppliers Nevertheless, Elena’s quick response is indicative of a typical day in
on various projects, including compactor repairs. warehouse facilities.
“I love my job,” says Tracy. “I get to be everywhere in the warehouse. It’s The maintenance crew is always ready to fix any problem, and then vanish into
something different every day.” the aisles to clean up after co-workers and members. No matter what facility
We got down and dirty, starting with the scrubber. The floor is scrubbed we’re talking about, they keep things “Showtime Ready.”
after closing and before opening. When I asked Tracy how many times he I’m glad to be finished with my restroom duty and, once again, I’m impressed
goes over the floor each morning, his reply was, “Until the doors go up.” by what jobs like these mean to Costco. While we’re busy at our own jobs, our
Though driving the scrubber wasn’t in the cards, I did have the privilege of tasks are the most important things on our minds, and for the most part, that’s
cleaning it out. We drained out black water, unclogged the scrubber’s pipe the way it should be. But let’s remember to look beyond our work space every
and rinsed out the tank. now and again, and appreciate the fact that no matter our roles, we’re all on
With my first task complete, I met Mick and we were instructed to: go up the same team.
to the roof and check the AC filters, gutter drains and exhaust fan belts. Story by Erin Anderson – [email protected]
Yes, you read that correctly. Go up to the roof.
When Mick asked if I was afraid of heights, I promptly lied and followed View more photos of the Puyallup facilities team at work.
him up the utility ladder located on the receiving dock. It leads to a platform Go to the eNet and
where water heaters, generators and circuit breakers are housed. From there, click Costco Today
we climbed another ladder and hoisted ourselves through a space no bigger > Great Company,
than a manhole. Tough Jobs.
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 Or, scan this mobile
filters looked good as well, having been replaced a few weeks earlier. As for code with your smartphone.
the fan belts, we put our hands on top of the massive units to feel that the
belts were working properly. Free reader at http://scan.mobi

March 2011 11

Good Works

news from the world of Costco Wholesale

“Da bus vill suck your bloooooood!” 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!”
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 For every back, a pack

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.
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.

Laura Bush, and entourage 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.
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.
All of that was a precursor to the big day. The early afternoon takeoff featured many dignitaries, A big smile and a big plane

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 Costco’s blue ribbon panel of judges

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.

Congratulations to James and Connie! 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.
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 Wild horses couldn’t drag members away.

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.

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, Their efforts are completely funded by donations Please and thank you, from Jamaica
forklift driver; Amy Chagnon and Jeremy Chagnon. from Costco co-workers, friends and family. If
you are interested in helping their cause, visit
www.entourageforeducation.org for more information.

March 2011 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
• R elocation 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 If breakfast is the most important meal of the day, why is it also the most frequently
Day the skipped? Many of us just don’t make time in the morning to eat a nutritious meal. But
Right Way 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.

1 TATLE REZEFE 5 AGBSLE 9 RIPAGKN OTL

_____ ______ ______ _______ ___

2 DRHESNLIA 6 OTH OGD 10 RYEBR IOMSOHET

_________ ___ ___ _____ ________

3 LUTVA 7 EIPTREC 11 SESBNIUS YLIVDREE

_____ _______ ________ ________

4 ONIOMBCATIN ZAIPZ 8 KIHENCC AKEB 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.

TCENHAEDP Caption
Contest!
HUMOR FROM THE
WORLD OF COSTCO 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 [email protected]

• 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 [email protected], or send via
internal mail to Attn: Costco Today.

March 2011 15

InspMiriraacletMioann s
•
“I know so many people who don’t mind giving – and I don’t
Vince Hill – Hawaii Kai, Hawaii mind asking.” Vince accepts rejection graciously, and reminds his
co-workers that being told no is okay. “Five people might say no, but
How does one become known as “Mr. Costco?” For Vince Hill, the next 10 might say yes. Ask everyone, and ask them how much
marketing representative at the Hawaii Kai, Hawaii location on the they’d like to donate. People will surprise you.”
island of Oahu, it involved a plethora of balloons and unwavering When a friend of Vince’s wanted to donate to CMN as he checked
dedication to member service. out, he was disappointed he wasn’t asked to buy a balloon. Vince
“Vince is the face of Hawaii Kai,” says Kathy Vierra, marketing walked his friend over to his co-worker at the register and said, “Ask
manager. “He’s taken Children’s Miracle Network to heart. Everywhere him how much he’d like to donate.” To the cashier’s surprise, Vince’s
he goes, they call him Mr. Costco.” friend donated $500 on the spot.
At age 18, Vince joined the U.S. Army. His military career took And why does he do all this when selling $1 balloons would suffice? “I
him all over the world, including Germany in the ’70s and a stint in have two kids and three grandkids. I love kids – I’m a big kid myself!”
Hawaii in 1985. “I didn’t like Hawaii the first time I visited,” Vince says Vince. He’s worked at Hawaii Kai so long that he’s watched
recalls. “I didn’t know anyone, and I felt alone.” members’ children grow from little tykes to college graduates. Many
Who would have guessed that upon retiring from the army, Vince of them still visit the warehouse to give “Uncle Vince” a hug.
would return to the islands? The connection to Costco came from Ron Vince is already deep in preparation for another CMN campaign, but
Chatman, assistant manager at Aurora Village, Washington. Vince he hints that change may be in his future. “I know one day I’ll have
worked for Ron’s father in the army, and when the two discussed to say goodbye to the Costco world. It’ll get here sooner than I’d like,
retirement plans, Costco came up. A phone call and an interview later, I’m sure.”
Vince began working at Hawaii Kai’s hot dog stand in 1993. “My job Until the day that Vince retires from his second career dedicated to
before I joined the military paid $1.50 an hour. Costco offered $7 an serving others, we know where to find him: in sunny Hawaii, with a
hour – okay with me!” he says with a laugh. “Seventeen years later and warm smile and pocket full of paper balloons – the big ones, of course.
I’m still here.”
The hot dog cart was a marketing tool for Vince, even though he Listen to an interview
might not have realized it then. He met so many people in his eight with Vince Hill.
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 Go to the eNet and click
of his life that was missing after a career of serving others: Children’s Costco Today >
Miracle Network.
But Vince found the $1 balloons a challenge. “I thought, man, we can Audio Warehouse.
get people to donate more than that!” And he did – with great success.
Instead of requesting the standard dollar donation, he asked people for Or, scan this mobile code
$20 and offered a larger balloon in return. If they didn’t want to donate with your smartphone.
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 Photo: Kainoa Fernandes Free reader at http://scan.mobi
papered the front end like a blanket.
Vince moved into a marketing position in 2005, and continued to rally Story by: Erin Anderson – [email protected]
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 C o s tc o Wholesale T oday
for CMN in 2011, and hopes to see Hawaii Kai as No. 1 in the nation
for CMN fundraising before he retires.
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.

•

16