Extend Your Aisles with Walgreens.com
Transcription
Extend Your Aisles with Walgreens.com
What sells when, where and why Page 14 November/December 2006 WORLD What Women Want Page 2 Extend Your Aisles with Walgreens.com Plus a Special Holiday Discount for You See Page 11 E D I T O R ’ S N O T E Let her shop, let her shop, let her shop M y wife, Rachel, and I are the yin and yang when it comes to shopping. It doesn’t matter what store we’re in – I cruise through checking items off my mental shopping list and, when I’m finished, she’s still browsing in aisle one. Our weekly trips to Walgreens are no different. The other day, we stopped at our neighborhood store at 1225 W. Dundee Road in Buffalo Grove, Ill., and separately hunted down what each of us needed. Within seven minutes, I was ready to check out. Rachel, meanwhile, was still in cosmetics. That’s before she migrated to the greeting cards and spent 10 minutes browsing for just the right one. OK – so I shop quicker than she does. But at the end of our recent trip, her basket had more items than mine and rang up at double the dollars. From a retailer’s standpoint, she’s a gold mine. Like many women, Rachel buys the majority of our kids’ diapers and clothes, plus our groceries, cleaning supplies and gifts, especially for Christmas. And on every trip she makes to the store, it’s likely she’ll spend at least a little more than I would. Businesses are waking up to the buying power of women – Walgreens included. In our cover story on page 2, we find out what women want from Walgreens and how you can go beyond our everyday convenience and make our stores more female friendly. Trust me, we don’t want to lose sight of all the guys out there, but it’s important to know women have different retail attitudes and perceptions than the Y chromosomes of the world. So try to take a few cues from women who are in your store this season. And if you find a good way to be more female friendly, share your secret with Walgreen World by e-mailing or writing us. In the meantime, we wish everyone in our Walgreen family very happy holidays. Our typical shopper Gender Female Age Front end: 55 or older Pharmacy: 35 to 44 Average median income $48,000 Work week Employed full time Household size 2 to 4 members Lifestyle Empty nesters Maturing families Education High school graduate or some college Sources: AC Nielsen, IRI, Walgreens Consumer Research Survey Brodie Bertrand Editor Walgreen World is published six times a year by Corporate Communications for Walgreen employees, retirees and their families. On our cover Lenore Doering, a working parent in Mound, Minn., is like most moms who hit the pavement during the holidays to shop for their entire family. This year, Walgreen World is showing her our hottest gift items to check off her list. In return, she clued us in on what women really want from Walgreens. On page 2, read Doering and other family members’ remarks about how we can better meet the needs of our 75 percent female customer base. Editor Write to Walgreen World Brodie Bertrand Mail Stop #2166, 200 Wilmot Road, Deerfield, IL 60015, or e-mail [email protected]. Still want to know more about Walgreens? Check out our Web site at Walgreens.com. Managing Editor Angela Dahman Writers Moriah Cummens and Iris Iglarsh Editorial Assistant & Translator Julia Ayala Design Photograph by Rick Peters Bob Zeni & Associates, Inc. Be proud! Walgreens has been No. 1 in the food and drug industry on Fortune’s Most Admired Companies list for eight consecutive years. C O N T E N T S November/December 2006 Volume 73 Number 6 “By asking everyone, ‘Is there anything I can help you with?’ you build trust with regular customers and let potential holiday shoplifters know you’re watching them.” – Jose Rodriguez, MGT in Marina Del Rey, Calif. Jean Cheatham, a service clerk in Chicago 16 13 10 2 The power of her purse* Women spend more than men at Walgreens. But it takes the right mix of speed and service to make sure they open their purses in your store. 5 Everything you wanted to know about the holidays Test your Walgreen holiday trivia with this seasonal quiz. 6 The saintly store in St. Joseph Like Santa, our store in St. Joseph, Mo., was full of surprises and goodwill last Christmas. 9 Our woman in Washington Debbie Garza speaks out on behalf of pharmacy and Walgreens on Capitol Hill. 10 Endless aisles Your store can sell contact lenses, camcorders and motorized scooters. Learn how to offer these items to your customers through Walgreens.com. 13 Think shrink Here’s how to protect your shelves from Christmas thieves. 14 Merry merchandising* Promoting a product in the right place at the right time takes skill and good research. Here are six examples of how to do it. Odds & ends . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Promotions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service awards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Retirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . In memoriam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 17 19 21 21 *Selected articles from Walgreen World are available in Spanish on the intranet. On StoreNet or WalNet2, store users click News>En Espanol (under Publications). Pharmacy staff click Non Rx first. *Artículos seleccionados de Walgreen World están disponibles en Español en Intranet. En StoreNet o WalNet2, entrar en News>En Español (bajo Publications). Personal del recetario favor entrar primero a Non Rx. Walgreen World November/December 2006 1 The Power of her purse Three out of four Walgreen customers are female. Here are some ways you can serve these women better. “W hen I shop at Walgreens, I usually go in for only one thing and end up buying a lot more,” says Lenore Doering, a working mom in Mound, Minn. She’s not alone. Women spend 20 percent more than men per trip to Walgreens. And while they make up a little more than half of the U.S. population, they’re responsible for the majority of household purchasing decisions. That includes more than 80 percent of all healthcare, over-the-counter health and beauty, and food and beverage decisions. It also makes good business sense to pay close attention to our female shoppers because they’re the bulk of our customers – close to 75 percent. However, only 3 percent of their annual multi-billion dollar spending is done at Walgreens, so we have plenty of room for growth. And there’s no better time to win women over than during the hectic holidays. Company’s coming Basic outs are bad news Shopping has been scientifically proven to make people feel good because it activates the brain chemical dopamine, which is associated with feelings of pleasure and satisfaction. Dopamine is released when people are excited, like when they find a great deal. But stressful holiday crowds, long lines and empty shelves can instantly turn a delighted shopper into a frustrated one. “In-stock conditions are one of our top complaints, especially from women,” says Ehlers. “That’s because women usually look for a specific item and won’t change brands just because we’re out of that product. Preventing basic outs is one way to really make a difference for the female customer. “If you do run out of something, it’s important to make every effort to satisfy the shopper,” she continues. “One option is to offer to obtain the items from another store.” The clock is ticking It’s no secret: When it comes to shopping habits, most men and women have entirely different styles. “I just like to get in and out,” says Lynn Doering, Lenore’s husband. “But Rick Peters First impressions can be a deal breaker. And for female customers, cleanliness counts. “Even though I’ve moved further away, I keep going back to my old Walgreens because it’s a nice, bright place,” says Louise Blackard, Lenore’s mom and a regular shopper at 10180 Hennepin Town Road in Eden Prairie, Minn. “Clean floors are the most important to me, but I also like neat displays.” Studies show women are more likely than men to choose a store based on cleanliness. “Keeping floors and restrooms clean is part of overall good service,” says Lisa Ehlers, Store Operations vice president. “Women are sensitive to these things, especially in areas with food products, such as coolers and freezers.” 2 Walgreen World November/December 2006 Este artículo está disponible en Español en “StoreNet.” This holiday season, consumers will spend $450 billion on gifts like the ones being unwrapped by family members of Lynn Doering (standing), EXA in Shakopee, Minn. To get our share of that spending, we’ve got to knock the socks off our female customers by focusing on cleanliness, full shelves and fast and friendly service. From left to right are Doering’s daughters, Kaytee and Allison; his mother-in-law, Louise Blackard; Lynn; and his wife, Lenore. Checking her list Here are our suggestions for holiday shoppers this season. She’s got a list, and she’s checking it twice to make sure she’s picked up the perfect present for each person in her family. Walgreen World got a sneak preview of this year’s hot holiday products, so we helped our busy mom shop by suggesting the gift items below. You can offer the same suggestions to your customers. Mom Dad Grandparent Teenager Child/pre-teen • Dr. Scholl’s toe-touch foot spa • “Deal or No Deal” card game • Florasense fragrance candle • Home Elements red top, glass candleholders • Old Spice travel bag gift set • HoMedics kneading shiatsu massager • Living Solutions iPodcompatible clock radio docking station • HoMedics mini massage-on-the-go massager • Zeno acne device • Teddy bear plush toy my wife never quits shopping, even after she’s bought an item. I don’t have the patience to bargain shop the way she does.” This difference translates into opportunity on the sales floor. “Every customer has an internal clock telling them how much time they have to spend in your store,” says Barry Zins, Store Operations vice president. “So the faster you can help them find what they’re looking for, the more time they have to browse for impulse purchases.” Stacie Hull, consumer research manager in Corporate Strategy, explains how this applies to the female shopper. “People like to accomplish their errand first, whether it’s picking up a prescription or buying an ad item. Afterwards, women are more likely to browse until their time runs out. They may or may not buy something extra, but they definitely won’t make an impulse purchase if it takes them too long to find what they originally needed.” Friendliness matters Of course, nothing says you care about a female shopper more than providing top-notch customer service, especially in the middle of a holiday 4 Walgreen World November/December 2006 shopping rush or when she’s picking up a medication for the first time. “My initial trip to a store might be for an advertised item, but if I enjoy the shopping experience, I’ll go back,” says Lenore Doering, the Minnesota working mom. “For me, a good experience is getting what I want without a lot of hassle.” One of the main reasons customers switch pharmacies is because of a bad incident, and more than half cite rudeness as the culprit. Since customers who use our pharmacy spend 23 percent more on front-end merchandise than those who don’t pick up a script, paying attention to everyday etiquette behind the counter is an easy way to earn points. But good service pays off throughout the store. “The gal at the cosmetics counter where I shop always recognizes me and greets me,” says Blackard, the grandmother in Eden Prairie, Minn. “If I can’t find something, she’ll get it. I’m no spring chicken anymore, so it helps when someone can do the extra running around for me. And it’s nice to know I’m not just another face in the crowd.” – Angela Dahman anted to kno w u o y g n i w h t abo y r e ut v E he olidays We won’t spoon feed you the info, but you can test your knowledge of Walgreen trivia with this seasonal quiz. 8. Last year, we sold enough wrapping paper to cover: a. Rhode Island b. Pennsylvania c. Ohio d. Both “b” and “c” 1. Although we’re not a big-box store, we’re the No. 5 U.S. retailer of which great gift category? a. Clothing b. Small appliances c. Toys d. Both “a” and “b” 5. How will this year’s Black Friday sale be different? a. We’re considering calling the day “Green Friday” or “Golden Friday.” b. We’re extending our sale from seven to eight hours. c. We’re asking people to eat less turkey. d. Both “a” and “c” Anni Betts 6. Why did we make this change? a. We like even numbers. b. We learned that people flocked to Walgreens later in the day, after they had bought big-ticket items at other stores. c. The seventh hour of last year’s sale had the highest customer count and was most profitable, so we decided to extend the sale during this prime time. d. Both “b” and “c” 10. Chainwide, we sold enough giant Hershey Bars during last year’s 7 Hour Sale to provide two candy bars to every resident in what city: a. New York City b. Los Angeles c. San Francisco d. Flower Mound, Texas 7. On what day during last year’s holidays did we sell the most prescriptions? a. Black Friday, Nov. 25, 2005 b. The Monday after Thanksgiving, Nov. 28, 2005 c. Christmas Eve day, Dec. 24, 2005 d. The Monday after Christmas, Dec. 26, 2005 – Iris Iglarsh 3. A 4. A 5. B 6. D 7. B 8. D 9. D 10. C 3. What is already the No. 2 most profitable line of men’s personal care products we sell? a. Men’s Zone b. Red Zone c. Blue Man Group d. Alpha Male 4. Why is the day after Thanksgiving called “Black Friday”? a. This is a common retail term referring to a high sales and profit day when many retailers aren’t “in the red” (losing money) but “in the black” (making money). b. It refers to the day the stock market crashed in 1929. c. People are in bad moods because their tummies are stuffed with too much Thanksgiving turkey. d. None of the above Answers: 1. C 2. D 2. For digital photo needs during the holidays and all year-round, we’re the only retail drugstore in America where customers can . . . a. Order prints online and pick them up at any store within an hour. b. Use our online service to choose any store location in the United States or Puerto Rico where they can pick up – or have their friends and relatives pick up – prints. c. Check their computer screen immediately after placing their online order to see the actual time the prints will be ready for pickup. d. All of the above 9. As the No. 2 retailer of candles, we sell more candles than: a. Target b. Wayne’s Candle Emporium c. Santa’s workshop d. All of the above Walgreen World November/December 2006 5 The Saintly store St. Joseph in Last December, employees in this Missouri store more than made it onto Santa’s “nice” list. Michael R. Marks Secrets and surprises are part of the holiday tradition in St. Joseph, Mo. Through four different projects, employees here banded together to spread the holiday spirit to their community and to each other. From left to right are Nadine Clark, Lisa Bauman, Chris Meek, Joan Krumme, Wanda Studer, Alexis Bremer, Annette Swett, Jeff Daul, Sandi Stone, Julie Schock, Wendy Stewart and Chrissie Davis. W ith your own presents to buy and wrap, plus the extra traffic in our stores, it’s easy to get a little frazzled by the time Dec. 25 rolls around. But ultimately, the holiday season is much more than huge sales at the register, wrapping paper, gift sets and packed parking lots. At stores around the country, December is about spreading the holiday spirit to others. Each year, Walgreen employees donate time, money, food and gifts to help the needy. They visit nursing homes and dress up as Santa Claus. And they almost always pitch in when other employees need assistance. It’s part of our company’s tradition to spread holiday spirit to the community and co-workers. Here’s how the store at 2620 S. Belt Hwy. in St. Joseph, Mo., managed to do it last year with almost limitless generosity. Community counts It began with a newspaper article about the number of needy families in the area who hadn’t yet been “adopted” for the holidays. “We all felt like we wanted to do something,” says store manager Julie Schock. “Individually, though, none of us could afford to adopt an entire family.” But together they could. Every employee in the store contributed – by purchasing gifts or donating money – to check items off one family’s wish list. “I wanted to do something because I’ve been blessed with a good job and can provide for my family,” says pharmacist Kristy Pate. “It’s the season to spread a little cheer.” The store even threw in stocking stuffers and a gift card so the family – a single mother and her two teenage sons – could enjoy a special Christmas meal. Then, everyone donned Santa hats and reindeer antlers to personally deliver the gifts. “The family was very gracious and kept thanking us,” says Schock. “It’s hard for people to reach out and ask for things like this, so I’m glad we could help.” But the compassion didn’t stop there. At home on Christmas morning, Schock received a call from MGT Jeff Daul, who told her a Salvation Army representative was seeking last-minute toy donations. “The district office was closed, so I couldn’t offer our regular gift card donation,” says Schock. Instead, she gave the Salvation Army permission to spend about $60 of her own money on toys. When employees found out the next morning, they pitched in to offset the cost to Schock. “I told them it wasn’t necessary,” she says. “They’d already given so much, but they wanted to give again. I wasn’t about to break the sprit of sharing.” Secret Santas As the store was reaching out to the community, they were also taking care of their own. Two days after adopting the local family, employees learned that a fire had destroyed service clerk Wendy Stewart’s home. Stewart and her husband, Randy, were safe, but they had lost almost everything, including all the Christmas gifts they’d purchased for their grandchildren. Although the store had already committed to the first family, they began a second – but secret – collection. “We didn’t want Wendy to know, but we wanted to do something to get her family through this tough time,” says Schock. “After holding a secret powwow to see what could be done, we dug deeper and found a little extra to help her out.” Employees managed to present Stewart with household supplies to clean up salvaged belongings and gift cards to replace damaged presents. Stewart and her husband – and her grandchildren – were grateful for that extra bit. “It felt good that the store cared enough to look out for us,” says Stewart. Deck the barracks Meanwhile, there was one more secret being kept in the store. Employees were putting together a Christmas care package to send to store manager Julie Schock’s husband, Joe, who was stationed in Iraq. Joe’s Christmas wish was a photograph of snow, so head photo specialist Lisa Bauman had Julie and employees pose outside in a blizzard. They sent the picture and some of Joe’s favorite candy to Iraq. Julie didn’t find out about the secret project until Bauman asked for a mailing address. “They put so much in there that Joe was able to share with his whole work area,” says Julie. Joe’s home now, and the store is planning another season of giving. “We’re definitely adopting a family again,” says Julie. “It’s such a good way to give back to the community.” As for this year’s holiday secrets in St. Joseph? Santa’s not telling. – Moriah Cummens Has your store caught the spirit of giving? We want to hear from individuals or entire stores that demonstrate Walgreens holiday spirit. E-mail your story to [email protected] or visit StoreNet or Walnet2 and search for “As Read In,” then click on “Holiday Spirit.” If your story does have spirit, we may feature you next year. 30 minutes to save Christmas Customer service is in season year-round. But on Christmas Eve, it can make you a holiday hero. ’ was the night before Christmas, and the store at 570 U.S. Highway 287 in Broomfield, Colo., was closing in five minutes. EXA Ryan Taber was set to lock up and head home until he found himself in a position to play Santa Claus for one family. “The store was pretty mellow,” says Taber, now at 10390 Federal Blvd. in Federal Heights, Colo. “I was facing products on the shelf when the phone rang, and the lady on the other end said she had an emergency.” The customer hurriedly explained her holiday dilemma: While wrapping presents that night, she and her husband inspected the box that was supposed to contain the most important item on their daughter’s list – a CD player purchased from another retailer. But when they opened it, the couple discovered someone had stored cleaning supplies in the box instead of the CD player. “The customer was frantic,” says Taber. “She asked if her husband could stop by to purchase a new one.” Taber was happy to oblige. “I told her I’d keep the store open long enough for them to drive here and pick out a new CD player,” he says. So, Ryan Taber spent the first half-hour of Christmas Day in the store waiting for the family. When the woman’s husband arrived, he looked at the EXA and said, “Man, you just made a little girl’s Christmas.” That’s all the thanks Taber needed. “It made my night,” he says. “A lot of customer service goes unnoticed, so it was 8 Walgreen World November/December 2006 David Muenker T If the Grinch stole Christmas for one little girl, Ryan Taber brought it back. This EXA kept a store in Broomfield, Colo., open late and made her holiday wish come true. great to be thanked for helping someone. If I was in that predicament and needed something important at the last minute, I’d want someone to do the same for me.” Our woman in WASHINGTON Debbie Garza is our voice in the halls of Congress. W hen you walk into Debbie Garza’s office – whether it’s in Washington, D.C., or at Walgreens headquarters in Deerfield, Ill. – you feel like you’re watching an episode of “The West Wing.” There’s the hustle of setting up meetings with senators and lobbyists and the bustle of preparing talking points on some of the hottest issues in Washington. But this is Garza’s real life. As our director of Government & Community Relations, she and members of her team pound the pavement at the Capitol and statehouses to promote the value of pharmacy. Here’s what she has to say about her job. Walgreen World: How did you develop your passion for pharmacy? Debbie Garza: I joined Walgreens 22 years ago as a high school student working in cosmetics. One of my first store managers noticed I enjoyed taking care of people and talked to me about pharmacy school. Soon after, I enrolled at the University of Texas in Austin. After graduation, I became a pharmacist and an active member of local pharmacy associations. I began to see firsthand the benefit of advocating for pharmacy through these organizations. In 2003, I was elected the first female president of the Texas Federation of Drug Stores and became even more enthusiastic about the opportunity to impact the future of pharmacy. WW: How did that position propel you into the national scene? Stores and as the Walgreen liaison to the state board of pharmacy, the company asked me to move to Washington, D.C., as part of a two-year project with the National Association of Chain Drug Stores (NACDS). This was when Medicaid reimbursement and Medicare prescription insurance issues were heating up. My job was to educate lawmakers about community pharmacy so they’d keep our needs in mind while drafting new legislation. As director of Government & Community Relations, I still do very much of the same thing. WW: Does your work in government relations affect our stores? DG: Yes! The U.S. government foots a chunk of the bill for medical costs in this country and influences the rest. So legislators must understand how our pharmacies add value to the healthcare system. That’s why I look for every chance to bring legislators – especially those on committees that affect the pharmacy industry – into our stores to see how our pharmacists counsel patients, ensure drug compliance and help decrease healthcare costs through increasing generic utilization. So far, we’ve had nearly 20 U.S. Members of Congress visit our stores. Bringing legislators face-to-face with our staffs is the best way to demonstrate the value of pharmacy in America. Walter P. Calahan DG: Because of my experience with the Texas Federation of Drug From the red zone to the Beltway Debbie Garza’s Walgreen experience gives her credibility to work with America’s top legislators on healthcare issues. 1984 Joined the company as a beauty advisor in Austin, Texas 1989 Worked as a pharmacy technician while in pharmacy school 1992 Became a pharmacist after graduation 1994 Promoted to pharmacy manager 1995 Promoted to Austin district pharmacy supervisor 2003 Became director of healthcare relations in Pharmacy Services 2005 Promoted to director of Government & Community Relations – Iris Iglarsh Walgreen World November/December 2006 9 When our cyberworld meets our brick-and-mortar stores, our customers are happier. Dalana Arrington (right), pharmacy technician in Pittsburgh, can order items from Walgreens.com for customers who need products not found in our aisles. Walgreen World November/December 2006 an s an h t e or on, it’ ice. m s m i ormati ’s serv o c . f eens es of in ur store r g l Wa gabyt f yo o n e m nsio e t x e L ess than 10 years ago, Walgreens.com was in its infancy. Visitors could only surf for jobs until 1998, when the Web site started to accept prescriptions for in-store pickup. Then in 2000, we launched our online store with 13,000 self-serve items. But the business came slowly – the first few weeks generated only about 10 orders a day. Today, Walgreens.com is bustling with activity. It offers more than 28,000 items – 5,000 that you wouldn’t find in a typical Walgreens. That includes products ranging from wheelchairs to jewelry, exercise equipment to global positioning systems, baby furniture to contact lenses. A team of 70 people keeps its double-digit sales growth steady, and thanks to their hard work, our Walgreens.com online revenue has tripled over the past three years. We took a closer look at how our dot-com business operates and how its services can benefit stores. Photo: James A. Lee Illustration by Steve Connell AN E-STORE Running a Web site may seem like a different operation than a brickand-mortar store, but it’s not. “We act like a store,” says Rudy Kucera, divisional merchandise manager in E-Commerce. “But our space is virtual, not physical. We merchandise products on a page, watch inventory and distribution, and offer customer service to online shoppers by quickly responding to questions and concerns.” And like our stores, Walgreens.com is in the midst of its busiest season. “While the stores have Black Friday, we have Cyber Monday,” says Kucera. “People rush to the Web the Monday after Thanksgiving to purchase what they didn’t buy over the weekend.” On top of products, our Web site offers a multitude of services, such as digital photo, pharmacy and information on the company and jobs. It also contains a wealth of healthcare education. Last year, the health content – now in English and Spanish – quadrupled to include articles, illustrations and animations on everything from fitness to career burnout. This content can also be a resource for our patients who want more information on their medications, illnesses and diseases. STEERING THE DIGITAL PATH A Google search for “drug store” will certainly pull up our Web site, but we don’t rely solely on Internet search engines to attract customers. In fact, we advertise on major sites, including Google, Yahoo, MSN, AOL, Oprah.com, theknot.com and babycenter.com. But one of the best marketing tools is our own Web pages. “Our typical customer comes to Walgreens.com for pharmacy,” says Michelle McDonald, marketing manager in E-Commerce. “So we try to highlight our other products and services on the pharmacy pages she visits.” Online customers spend an average of nine minutes on our Web site and peek at 11 pages. Thanks to high-tech tracking systems, we know what they look at during that time. And one of the most interesting findings comes from search patterns. Create your own cards for half the price Walgreens.com is offering an exclusive 50 percent discount for all Walgreen employees – plus their family and friends – who place an online order for photo greeting cards from Nov. 2 to Nov. 22, 2006. To receive the discount, visit www.walgreens.com to design your own greeting card with a personal photo and message and enter coupon code WW2006 at the checkout screen. Employees who pay for the cards in the store can receive an additional 15 percent discount. And yes, it’s OK to share the above coupon code with family and friends. But don’t wait – this deal ends the day before Thanksgiving. Walgreen World November/December 2006 11 “One of the top search terms on Walgreens.com is ‘condoms,’” says McDonald. “That shows us that our online customer wants to shop us discreetly. We’re a drugstore, and everyone knows we sell these items in our stores, so they expect to come to Walgreens on the Web and find the same thing.” The same is true for educational content. “People go online to learn about problems they don’t want to talk about,” says Carol Lezak, health content manager in E-Commerce. “Sexual wellness articles show up in the top 50 stories visited. Diseases and conditions are also popular, and pregnancy information is at the top of the list on our Spanish Web site, WalgreensEspanol.com.” Jeff Amberg A STORE’S BEST FRIEND Walgreens.com isn’t just for customers. Employees such as Sheila Dukes (left), a pharmacist in Columbia, S.C., purchase products like wheelchairs at a discount from Walgreens.com. In-store purchase, online service One employee finds our online home medical products a perfect solution for her grandma. S heila Dukes was raised by her grandma, Lee Dempsey. But 40 years later, the roles have switched and Dukes is now the primary caregiver for her 88-year-old grandmother. Today, the two spend a lot of time together when Dukes isn’t working as an overnight pharmacist in the Columbia (S.C.) district. “We get our hair and nails done and go shopping around town,” says Dukes. “But Grandma has spinal stenosis and can’t walk far without being in pain. It’s difficult for her even to go into the mall and buy a blouse.” That was before Dukes saw an ad for a transport wheelchair in our circular. “I’d looked at medical supply stores, but then I realized I could purchase these products in the store through Walgreens Web site – with an employee discount,” says Dukes. “The chair was shipped right to the store, so I could pick it up at work. Now, we go everywhere. And because the chair is so lightweight and mobile, we can maneuver in and out of aisles easily and fold it to fit in my trunk. “It’s exciting to think I can get these items from Walgreens even though they’re not in the stores,” continues Dukes. “My grandma is so fun-loving, but she doesn’t get any younger, so I’m sure I’ll purchase more of these products in the future.” WalgreenWorld World November/December November/December 2006 2006 12 14 Walgreen More than 215,000 customers visit Walgreens.com on an average day. But only a third actually place an order. That’s because the majority of online shoppers use the Internet for researching products and prices, then end up making their actual purchase offline in a retail store. That’s a huge benefit for our stores, which also receive 90 percent of Walgreens.com overall revenue via prescription and photo orders. Our online photo center alone generates up to 20 orders a day for some stores. But the folks in E-Commerce believe there’s a lot more potential for stores to use Walgreens.com. By offering to order products online for customers through our in-store ordering program, stores can extend their aisles virtually and give customers more options. That’s what’s happening at 10707 Frankstown Road in Pittsburgh, the No. 1 store in the company for in-store orders since the service became available last year. “It’s done a world of good for customer service,” says store manager Lisa Platania. “A customer may see a wheelchair in our ad or ask about a nutritional supplement that we don’t sell. We escort him back to the pharmacy, where the techs have learned to make it so simple to purchase an online product in the store that the customer can hardly say, ‘No.’” “I just ordered an $800 motorized scooter for one customer,” says pharmacy technician Dalana Arrington. “We do all the work for the customers and offer to ship the item to our store so we can demonstrate it before they take it home. If we weren’t able to order these things, I’d have to send them elsewhere. Instead, we can say ‘yes’ to most customer requests.” GETTING BIGGER AND BETTER While the systems for in-store ordering through Walgreens.com are in place, we’ll make them even better over the next year. Soon, you’ll have all the ordering information – such as ship date, arrival date and tracking number – available when the purchase is made. In addition, Walgreens.com will revamp its pharmacy services by allowing patients to update their insurance information, build a family profile and have a single sign-on for people covered under our Walgreens Health Initiatives pharmacy benefits management plan. Another change will soon show up at your store registers. This Christmas, our Web site will offer printable in-store coupons to encourage more shoppers to visit our stores. Since more than a third of online browsers are new customers, that means you’ll see some new faces, too. – Brodie Bertrand December is the worst month for shrink. Here are five ways to reduce shoplifting while keeping service at an all-time high. he holidays are a time for generosity. But unless the recipient is a needy family, we’re in the business of selling – not giving away – merchandise. Here are five tips to help conscientious customers feel welcome and keep conniving kleptomaniacs at bay. T 1. Focus on service Customers love attention, but thieves hate it, so offer assistance to everyone. Pharmacy staffs can help by keeping an eye on the sales floor when possible. 2. Communicate ahead of time Every store alerts management differently, so make sure you know what to do if you suspect a thief on your store’s premises. 3. Don’t be shortchanged Counterfeiters and short-change artists abound during the holidays. Don’t hesitate to call a manager if you suspect trouble during a transaction. 4. Vendors can wait When you’re swamped with customers and vendors come knocking, simply ask them to wait. Remember, you’re their customer. 5. Keep the lights on Extended hours aren’t just for the sales floor. Managers, make sure you know how to keep parking lot lights and exterior signage on later. David Young-Wolff – Angela Dahman Jose Rodriguez, MGT in Marina Del Rey, Calif., prevents shrink and preserves profit during the holidays by giving all customers more attention. Walgreen World November/December 2006 13 Merry Merchandising Knowing what sells when, where and why will help you ring up more holiday sales. T he second our aisles go red and green, folks in our Advertising, Marketing Services, Purchasing and Results departments stay glued to their computer screens as they watch the numbers dance. Throughout November and December, we track around 700 items in every one of our stores so we know what’s selling when and where. The data is updated nightly, giving us an edge over retailers that don’t have our sophisticated sales and inventory systems. Then, at the end of the season, these numbers are sliced and diced to find the latest consumer trends. The results of the research are implemented in our buying programs and Marketing Guide so stores can better capture opportunities for boosting profit the following year. That’s one reason we’re an industry leader in seasonal sales, and why we have detailed suggestions in our merchandising tips. Here are six examples of products that we watched closely last year, and how you can make their sales soar higher in 2006. – Iris Iglarsh 1 Last-minute Christmas wishes Boxed Christmas cards used to be top sellers until early December when sales would start to go flat. Now, people are busier than ever and will often wait until the last minute to send Christmas greetings. Today, boxed card sales start building before Thanksgiving and peak two weeks before Christmas. BOTTOM LINE: Keep a good selection of boxed cards throughout the entire season. This is an easy closeout item, and even if you sell them at a 50 percent discount after Christmas, you’re still making a profit. 2 Boxed chocolates: always a classic Boxed chocolate sales used to peak before Thanksgiving. But now, because people buy them throughout the season for parties and get-togethers, the highest sales peak is the week before Christmas. That’s when boxed chocolate sells at four times its normal holiday volume. BOTTOM LINE: Make sure you’re well stocked for last-minute holiday sales. Any leftovers will easily sell for Valentine’s Day. 14 Walgreen World November/December 2006 Este artículo está disponible en Español en “StoreNet.” 3 Gonzo for gift cards Customers adore gift cards because they’re a safe choice when you’re stumped to find a present. And retailers love gift cards because they’re highly profitable. Last year, $40 billion worth of gift cards were sold industry-wide, and this year sales are expected to reach $75 billion as this market continues to expand. BOTTOM LINE: Merchandise gift cards all over the store. They’re great items to place near single greeting cards, the front registers and in the seasonal, photo and cosmetics departments. 4 Dash for photo greetings Because we can print photo greeting cards on the same day they’re dropped off, customers can place orders with us at the last minute. But our affiliate photo sites – AOL, Google and HP Snapfish – can’t guarantee delivery of holiday cards sold after Dec. 15. That’s why 80 percent of those orders in the second half of December come directly to our stores, giving us more gross profit. BOTTOM LINE: The best time to promote photo is right after Thanksgiving. But, because we’re a nation of procrastinators, be ready for the last-minute, “only at Walgreens” rush. 6 5 Deck the store with holiday clothing Sweater socks, hats, gloves and stretch mittens make great gifts throughout the holiday season. But many stores remove these items early to make room for the more traditional red and green merchandise, such as tree lights, wrap and outside décor. BOTTOM LINE: If you have room, keep holiday clothing out with the red and green merchandise because it will continue to sell and produce more profit as Christmas gets closer. Lip-smacking profit producers Lip balms usually aren’t the first items that come to mind during the red and green season, but these tiny products generate huge sales during the winter months. That’s partially because harsh, cold northern winters are tough on our lips, but also because these impulse items make great stocking stuffers. BOTTOM LINE: Keep lip care products on your never-ever-run-out list. And display them throughout the store, such as in the manager’s choice section, the lip care rack on the cough and cold endstand and the basic department lip care rack. Walgreen World November/December 2006 15 O D D S & E N D S AARP + Walgreens = an unbeatable brand name combo E very seven seconds, an American turns the big 5-0. And when they do, they’re eligible to join one of the most trusted and well-known senior organizations in the country – AARP. As the U.S. population goes gray, AARP’s membership will explode. And we plan to be there when that happens. This September, we announced an exclusive partnership with AARP to build our presence among the senior population. The marketing advantages are endless, but here are some of the expected opportunities this partnership will offer: • A minimum 5-year contract to be the exclusive drugstore partner with AARP • A co-branded logo • Promotional opportunities in AARP’s magazine, which reaches millions • Healthcare programs allowing our pharmacists to be AARP’s voice on prescription education • Internet presence on Walgreens.com and AARP.org • Product discounts for AARP members • A free AARP membership when people buy $10 of Walgreen brand items. Watch for more about AARP and Walgreens partnership in your store. An abundance of awards We’ve recently received these impressive honors. • The best in beauty – Woman’s Day magazine named Walgreens the Best National Retailer for Beauty and Health among all national retail chains in 2006. This publication reaches about one in five women in the United States and is considered one of the most trusted resources for beauty advice. • Real people, real service – Our stores were again ranked the No. 1 drugstore in customer service by the “Real People Ratings” opinion survey released in early July. The survey was conducted by polling more than 5,000 panelists online. • Online respect – Walgreens.com was named the Best Retail Web site for overall usability in the Customer Respect Group’s third quarter “Online Customer Respect Study.” • On the road to diversity – Walgreens won the Strategic Growth Award from INROADS, an organization that pairs Black, Latino, Native-American and other minority college students with large companies. The honor recognizes our partnership with INROADS and efforts to recruit minority students. 16 Walgreen World November/December 2006 Chicago service clerk Jean Cheatham is famous among customers, including a well-known newspaper columnist, for her ability to do her job so quickly. It pays to be fast J ean Cheatham, service clerk at 430 N. Michigan Ave. in Chicago, works on one of the busiest streets in America – Chicago’s Magnificent Mile. And since thousands of people pop into her store each week to make a quick purchase, she knows the key to good service is speed. But she never expected to be praised for her swiftness. Chicago Tribune columnist John Kass is a frequent shopper served by Cheatham, and in the May 31 paper, he applauded her for doing her job so well. “She’s the fastest cashier I know,” Kass says in his column more commonly devoted to criticism of public officials. “She makes change fast. And counts it, out loud, putting it in your hand, and sweeps the items into a bag and smiles a fast smile.” “I don’t know why I move fast, I just do,” Cheatham told Kass. “People want to get out of the store. They want to get out of that line as fast as they can, so I help them. I’ve always been that way.” . . . Fun fact . . . 39% of customers make unplanned impulse purchases. P R O M O T I O N S Congratulations to these individuals on their recent promotions Michael P. Abbate has been promoted to a director in Construction. He joined the company in 1980 as a project manager and was most recently a senior project manager, both in Construction. Mike earned a B.S. in civil engineering from the University of Notre Dame, South Bend, Ind., in 1969. Matthew G. Dzik has joined the company as a project architect in Facilities Planning, Design & Engineering. Most recently, he was an associate architect at HKM Architects + Planners, Inc. in Arlington Heights, Ill. Matt earned a B.S. in architectural studies from the University of Wisconsin, Milwaukee, in 1996. Anna M. Assenmacher has joined the company as a representative in Real Estate. Most recently, she was a development associate for Rudolph Libbe Properties in Toledo, Ohio. Anna earned a B.A. in finance from Calvin College, Grand Rapids, Mich., in 1999. Meredith A. Elsesser has been promoted to a market planning manager in Market Planning & Research. She joined the company in 2002 as a market analyst and was most recently a senior market manager, both in Market Planning & Research. Meredith earned a B.S. in business from Indiana University, Bloomington, Ind., in 2000. Thomas Block has been promoted to a market planning manager in Market Planning & Research. He joined the company in 2002 as a market analyst and was most recently a senior market manager, both in Market Planning & Research. Tom earned a B.A. in history from Northwestern University, Evanston, Ill., in 2000. Angela M. Feldman has been promoted to Delaware East district manager. She joined the company in 1997 as an MGT and was most recently store manager at 940 S.E. 39th Ave. in Portland, Ore. Angi earned a B.S. in health science from Ball State University, Muncie, Ind., in 1992. Thomas F. (Skip) Bourdo Jr. has been promoted to Delaware South district manager. He joined the company in 1993 as a service clerk and was most recently store manager at 3402 N. Central Ave. in Phoenix. Skip earned a B.S. in marketing from Arizona State University, Tempe, Ariz., in 2000. Helen Fong has been promoted to manager of professional affairs in Pharmacy Services. She joined the company in 1994 as a pharmacist and was most recently operations manager at our Mail Service facility in Orlando, Fla. Helen earned a B.S. in pharmacy from the University of Puerto Rico, San Juan, P.R., in 1989. Sandra L. Carlson has been promoted to manager of circular, imaging & marketing communications in Advertising. She joined the company in 1986 as a layout artist and was most recently manager of circular & imaging, both in Advertising. Sandra earned a B.A. in fine arts from Northeastern Illinois University, Chicago, Ill., in 1985. Zachary L. French has joined the company as senior vice president of PBM sales for Walgreens Health Services. Most recently, he was a business development manager for Parson Consulting in Chicago. Zack attended Roosevelt University, Chicago. Michael Carralero has been promoted to Jacksonville East district manager. He joined the company in 1992 as a service clerk and was most recently store manager in Cutler Ridge, Fla. Michael is currently attending the University of Phoenix. Stephanie R. Gaines has joined the company as a senior attorney in Employee Relations. Most recently, she was a partner at Hinshaw & Culbertson L.L.P. in Chicago. Stephanie earned a B.A. in marketing from Loyola University, Chicago, in 1987 and an M.B.A. and law degree, both from the University of Iowa, Iowa City, Iowa, in 1994. Shannon L. Castellano has joined the company as an attorney in Corporate & Regulatory Law. Most recently, she was principal attorney for the Lake County State’s Attorneys Office in Waukegan, Ill. Shannon earned a B.S. in nursing from St. Mary’s College, South Bend, Ind., in 1994 and a law degree from Loyola University, Chicago, in 1996. Charles L. Goodall has been promoted from director to divisional vice president of Pharmacy Technology Services. He joined the company in 1983 as a pharmacy intern. Charlie earned a B.S. in pharmacy from Purdue University, West Lafayette, Ind., in 1984 and a master’s degree in information technology from Northwestern University, Evanston, Ill., in 2001. Scott M. Chencinski has been promoted from a senior business analyst to manager of decision support services in Corporate Strategy. He joined the company in 2005. Scott earned a B.S. in business management from the University of Illinois, Chicago, in 1988 and an M.B.A. from Roosevelt University, Chicago, in 2002. Michael G. Handal has been promoted to Sacramento South district manager. He joined the company in 1993 as a service clerk and was most recently store manager at 101 W. University Drive in Denton, Texas. Michael earned a PharmD from the University of Texas, Austin, Texas, in 2001 and an M.B.A. from the University of Phoenix in 2004. Ada B. Colón has been promoted to Puerto Rico South district manager. She joined the company in 1989 as a service clerk and was most recently store manager at 65 Infantry & Jesus Fargo in Carolina, P.R. Ada earned a B.B.A. in finance from Inter-American University of Puerto Rico, San Juan, P.R., in 1997. Michael B. Highley has been promoted to St. Louis East district manager. He joined the company in 1989 as a service clerk and was most recently store manager at 2020 S. MacArthur Blvd. in Springfield, Ill. Michael earned a B.S. in pharmacy from St. Louis College of Pharmacy in 1996. Brian C. DeMay has been promoted to a Walgreen Co. divisional vice president in addition to retaining his current title as vice president of information technology for Walgreens Health Services. He joined the company in 2005. Brian earned a B.S. in computer & systems engineering from Rensselaer Polytechnic Institute, Troy, N.Y., in 1987. Nicholas A. Hoskins has been promoted from assistant manager to manager of home care in Accounts Receivables. He joined the company in 2001 as an accountant. Nicholas earned a B.S. in finance from Southern Illinois University, Carbondale, Ill., in 2001. Walgreen World November/December 2006 17 P R O M O T I O N S Congratulations to these individuals on their recent promotions Jason R. Kirby has been promoted to a regional sales manager of PBM sales for Walgreens Health Services (WHS). He joined the company in 1996 as a dispensing technician at our Mail Service facility in Tempe, Ariz., and was most recently a senior account manager of managed care sales for WHS. Jason earned a B.S. in marketing from Arizona State University, Tempe, Ariz., in 1993 and an M.B.A. from the University of Phoenix in 1999. Erich T. Reutzel has been promoted to manager of corporate planning in Corporate Strategy. He joined the company in 2002 as a senior auditor in Audit and was most recently a project manager of new business development in Corporate Strategy. Erich earned a B.S. in finance from the University of Illinois, Champaign, Ill., in 1999 and an M.B.A. from DePaul University, Chicago, in 2006. Brian M. LeBlanc has been promoted to Delaware West district manager. He joined the company in 1985 as a stock clerk and was most recently store manager at 295 Main St. in Manchester, Conn. Brian earned a B.S. in retail management from the University of Connecticut, Storrs, Conn., in 1991. Roy M. Ripak has been promoted to a Store Operations vice president. He joined the company in 1974 as a stock clerk, became a store manager in 1982 and Illiana district manager (DM) in 1989. Most recently, he was Miami North DM. Roy earned an M.B.A. from the University of Miami in 2000. Theresa G. Madsen has been promoted to a contract manager of managed care sales for Walgreens Health Services (WHS). She joined the company in 2005 and was most recently an account executive of home care sales for WHS. Theresa earned a B.S. in marketing from Central State University, Edmond, Okla., in 1983. David P. Royster has been promoted to Portland North district manager. He joined the company in 1992 as a service clerk and was most recently store manager at 1900 Wyoming Blvd. N.E. in Albuquerque, N.M. David earned a B.S. in pharmacy from the University of New Mexico, Albuquerque, N.M., in 1995. Matthew R. Malloy has been promoted to Greenville (S.C.) district manager. He joined the company in 1992 as a service clerk and was most recently store manager at 4000 23rd Ave. in Moline, Ill. Matt earned a B.B.A. in management from the American InterContinental University in 2005. Michael J. Rozmus has been promoted to a director in Construction. He joined the company in 1979 as a project manager and was most recently a senior project manager, both in Construction. Mike earned a B.S. in civil engineering from the University of Illinois, Champaign, Ill., in 1976 and an M.B.A. from DePaul University, Chicago, in 1984. Jennifer M. Mitchell has joined the company as an attorney in Real Estate Law. Most recently, she was an associate attorney at the Law Office of Nancy Schiavone in Chicago. Jenny earned a B.A. in political science from Boston College in 1998 and a law degree from Chicago-Kent College of Law in 2003. Elizabeth M. Schweizer has been promoted to Sarasota South district manager. She joined the company in 1993 as an MGT and was most recently store manager in Boardman, Ohio. Liz earned a B.A. in business administration from Truman State University, Kirksville, Mo., in 1993. Stella Napoli has been promoted to Rockford (Ill.) district manager. She joined the company in 1990 as an MGT and was most recently store manager at 757 N. Michigan Ave. in Chicago. Stella earned a B.B.A. in human resources & organizational management from Loyola University, Chicago, in 1990. Laura J. Tebbe has been promoted to applications development manager in Pharmacy Technology Services. She joined the company in 1996 as a programmer/analyst and was most recently team manager, both in Pharmacy Technology Services. Laura earned a B.B.A. in management information systems from Iowa State University, Ames, Iowa, in 1993. Hien V. Nguyen has been promoted to New York City South district manager. He joined the company in 1992 as a pharmacy intern and was most recently store manager at 22 St. George Ave. in Linden, N.J. Hien earned a B.S. in pharmacy from Rutgers University, Piscataway, N.J., in 1992. Anthony (Van) Wiesenhahn has been promoted to Fort Lauderdale Central district manager. He joined the company in 1996 as an assistant manager and was most recently store manager at 6320 E. Main St. in Reynoldsburg, Ohio. Van earned a B.B.A. in business administration from Mount Vernon Nazarene University, Mount Vernon, Ohio, in 2005. The following people have been promoted to district pharmacy supervisor Mohammed M. Al-Hourani, Sacramento South (University of Illinois, Chicago, 2002) Georganne M. Bloch, Delaware West (University of the Sciences, Philadelphia, 1977) Nicholas G. Bruck, Spokane (Wash.) (Washington State University, Pullman, Wash., 2004) Kristol R. Chism, St. Louis West Central (St. Louis College of Pharmacy, 1994) G. Shaun Dillavou, Greenville (S.C.) (University of Georgia, Athens, Ga., 2003) Sean M. Falsey, Rockford (Ill.) (Drake University, Des Moines, Iowa, 1999) Amy C. Gillock, Houston Southwest (University of Texas, Austin, Texas, 2002) A. Wayne Gold, Mountain West (University of Colorado, Denver, 1997) Bobby Q. Hoang, Memphis South (University of Louisiana, Monroe, La., 1999) James E. Hudson, Chicago Southwest (Drake University, Des Moines, Iowa, 1995) Thomas A. Kolakowski Jr., Delaware South (Massachusetts College of Pharmacy, Boston, 1985) Alycen B. Lacombe, San Antonio East (University of Texas, Austin, Texas, 2002) Charles A. McCormick, Delaware North (University of the Sciences, Philadelphia, 1988) 18 Walgreen World November/December 2006 Maher Y. Mourad, Palm Beach South (University of Florida, Gainesville, Fla., 1991) Eileen Ortega, Puerto Rico Central (University of Puerto Rico, San Juan, P.R., 1992) Allera Porter, Houston Southeast (University of Houston, 2002) Natasha Ramlagan, Palm Beach North (St. John’s University, Jamaica, N.Y., 2001) James J. Reed, Philadelphia East (University of Pittsburgh, 1996) Jonathan B. Reitz, Phoenix Southeast (Duquesne University, Pittsburgh, 1998) Christopher M. Scalzetti, Salt Lake City (Midwestern University, Downers Grove, Ill., 2001) Susan Schee, Little Rock (University of Arkansas for Medical Sciences, Little Rock, Ark., 2000) Walter L. Setmeyer, Tulsa North (Purdue University, West Lafayette, Ind., 1999) Morton D. Shaw, New York City South (Long Island University, Brooklyn, N.Y., 1992) Tabarius L. Smith, Milwaukee North (University of Wisconsin, Madison, Wis., 2003) Carrie W. Smoak, Columbia (S.C.) (University of South Carolina, Columbia, S.C., 2004) S E R V I C E A W A R D S Congratulations to service award celebrants from November and December 40 YEARS 35 YEARS Roberta E. Wilson Aileen D. Boyer Anna G. Lamb Anthony G. Paul Sheldon L. Pomush Patt A. Ryan Judy C. Searle Service Clerk 5830 N. Clinton St. Fort Wayne, Ind. Pharmacist 2105 Morrill Ave. San Jose, Calif. SIMS Coordinator Westminster, Colo. Pharmacist Addison, Ill. Pharmacist Shorewood, Wis. Pharmacy Specialist Recruitment & Diversity Services Deerfield Office Store Manager 521 Lone Oak Rd. Paducah, Ky. George F. Doehler 30 YEARS Roland W. Szkwarek Jean M. Vogler Renetha Atkinson Sue Boston Terry D. Carroll Michael A. Crawford Programmer/Analyst Retail Applications Deerfield Office Cosmetic Supervisor St. Louis East, West and West Central Districts National Account Analyst Accounting Danville Office SIMS Coordinator 11930 Standiford Plaza Dr. Louisville, Ky. SIMS Coordinator 1461 W. Schaumburg Rd. Schaumburg, Ill. Pharmacy Manager Pharmacist 4400 Lake Michigan Dr. N.W. 14285 W. Grand Ave. Grand Rapids, Mich. Sun City West, Ariz. Harry Freedman Stan C. Gora Joy A. Heckman Mark C. Myers Nahyr G. Peraza Brenda J. Pfalzer Virginia L. Phillips Store Manager 13849 Wellington Trace West Palm Beach, Fla. Sr. Project Engineer Construction Deerfield Office SIMS Coordinator 910 N. Rand Rd. Lake Zurich, Ill. Copywriting Consultant Advertising Deerfield Office Pharmacist Laurel & Alameda Avenues Bayamon, P.R. Service Clerk 2701 S. 4th St. Louisville, Ky. Cosmetic Supervisor Fresno District 25 YEARS Susan M. Retzsch Maryann Stanton Deborah L. Thompson James G. Wright Joan C. Alexander Wayne R. Barton Cindy R. Behne Sr. Beauty Advisor 6700 Hamilton Ave. Cincinnati Service Clerk Hazlet, N.J. SIMS Coordinator 301 30th Ave. East Moline, Ill. Store Manager 1809 Antioch Pike Antioch, Tenn. Service Clerk 1133 Robert St. S. St. Paul, Minn. Engineering Designer Facilities Planning Deerfield Office SIMS Coordinator 7800 N. Cortaro Rd. Tucson, Ariz. Peggy A. Bengtson Rebecca M. Britton Rosa I. Otano Bueno Gerard J. Carty Gary P. Christensen Joni K. Consbruck Elaine J. Dash Sr. Pharmacy Tech Woodruff, Wis. Sr. Beauty Advisor 1819 S. Hastings Way Eau Claire, Wis. Beauty Advisor 3646 N. Broadway St. Chicago Store Manager Fort Lee, N.J. Store Manager 533 Elmwood Ave. Providence, R.I. Sr. Beauty Advisor Hastings, Neb. Service Clerk 1903 Calumet Ave. Valparaiso, Ind. John S. Davis Laura D. Diesh Dennis J. Eirich Michele Falk Vickey J. Fitch Shirley A. Flinn Isabel Garcia Pharmacy Manager 3550 Government St. Baton Rouge, La. Pharmacy Manager 1420 Howard Ave. Burlingame, Calif. MGT Pleasant Prairie, Wis. Returned Goods Clerk Windsor DC Sr. Pharmacy Tech 1021 Court St. Pekin, Ill. MGT 4220 Manatee Ave. W. Bradenton, Fla. SIMS Coordinator 19639 Eastex Fwy. Humble, Texas Walgreen World November/December 2006 19 S E R V I C E A W A R D S Congratulations to service award celebrants from November and December 25 YEARS (continued) Demetria R. Gross Bernard D. Guenther Thomas S. Henderson W. James Holderman Barbara J. Jackson Windell (Lee) Jones Jr. Roberta L. Joy Head Liquor Clerk Clovis, N.M. Pharmacy Manager 1606 Del Prado Blvd. S. Cape Coral, Fla. Outbound Manager Windsor DC Porter Windsor DC Beauty Advisor 11 E. 75th St. Chicago District Manager Louisiana West District Service Clerk 5800 S.E. Federal Hwy. Stuart, Fla. Thomas J. Kaech Aleta Kemp Edward R. Krueger Daniel J. Kwasigroch Candace N. Leria Brian Luscombe Paul R. Martens Function Lead Windsor DC Pharmacist 1213 W. 79th St. Chicago MGT Sunset Beach, N.C. Regional Operations Manager Sr. Beauty Advisor 324 Massachusetts Ave. WHS Home Care Arlington, Mass. Deerfield Office Store Manager 807 E. Silver Springs Blvd. Ocala, Fla. Manager Windsor DC Deborah K. Martin Joflor Martinez Laurie Meyer Ken J. Miller Jerry Moreno Paul Pien Barbara A. Rajkovich Pharmacy Tech 4700 S. Halsted St. Chicago Pharmacy Manager 1779 Sequoia Rd. Naperville, Ill. Div. Vice President Corporate Communications Deerfield Office Function Manager Windsor DC District Manager South Texas District Function Manager Windsor DC Head Photo Specialist 7652 W. Touhy Ave. Chicago Diane L. Rollins Shahnaz Rowhani Rodolfo Ruiz Orlando Salgado Rebecca A. Santowski Harriet E. Schoenberg Rhoda A. Schroud SIMS Coordinator 2811 Holmans Ln. Jeffersonville, Ind. Photo Specialist 1180 E. Flamingo Rd. Las Vegas Store Manager 10718 Bandera Rd. San Antonio Warehouse Operator Puerto Rico DC Human Resources Manager Windsor DC SIMS Coordinator Lake Geneva, Wis. Admin. Assistant Windsor DC Randy Suchomel Peggy L. Vassalli Robert W. Wandry L. Dean Wanger Shannon M. Wiles Brandon Zee Location Control Clerk Windsor DC Service Clerk 6865 W. Tropicana Ave. Las Vegas Outbound Manager Windsor DC EXA Crawfordville, Fla. SIMS Coordinator 705 1st St. S. Winter Haven, Fla. Pharmacist 100 N. Alexander Dr. Baytown, Texas Also celebrating anniversaries (photo not available) Bonnie Anacker, Receiving Clerk, Windsor DC, 25 years Tammy J. Anderson, SIMS Coordinator, 7501 Grand Ave., Gurnee, Ill., 25 years Mohamaed N. Baksh, Store Manager, 8120 S. Cockrell Hill Rd., Dallas, 25 years Richard L. Beardsley, Pharmacist, 1405 S. Highland Ave., Jackson, Tenn., 30 years Bonnie S. Biondo, SIMS Coordinator, 8000 St. Charles Rock Rd., St. Louis, 30 years Rebecca L. Brickey, Admin. Assistant, Orlando Central & South Districts, 30 years Christine A. Burke, Sr. Pharmacy Tech, 500 Howdershell Rd., Florissant, Mo., 25 years J. Arthur Carbonaro, Pharmacy Manager, Willamantic, Conn., 35 years Gary W. Carmouche, Pharmacist, 28426 State Highway 249, Tomball, Texas, 30 years Patricia Carthans, Sr. Beauty Advisor, 626 River Oaks Dr., Calumet City, Ill., 30 years 20 Walgreen World November/December 2006 Christine Cavanagh, SIMS Coordinator, Fall River, Mass., 30 years Robin L. Cooper, Service Clerk, Alcoa, Tenn., 25 years Jay S. Divine, Function Manager, Windsor DC, 25 years Edward L. Ellis, Store Manager, 375 E. Dundee Rd., Palatine, Ill., 25 years Michael J. Findall, Service Clerk, 1301 S. 5th St., St. Charles, Mo., 25 years Pamela M. Foster, Pharmacy Manager, 240 W. Randolph St., Chicago, 25 years Edwin P. Francis, Split-Case Picker, Windsor DC, 25 years Gerald A. Garvey, Forklift Operator, Windsor DC, 25 years Lois Gates, SAIL Coordinator, Windsor DC, 25 years Derrick Givens, Service Clerk, 1213 W. 79th St., Chicago, 25 years Also celebrating anniversaries (photo not available) continued Mark S. Glenner, Service Clerk, 10 N. Milwaukee Ave., Wheeling, Ill., 25 years Juanita Gonzalez, Sr. Pharmacy Tech, St. John, Ind., 30 years Luis E. Gonzalez, Store Manager, 3153 W. Irving Park Rd., Chicago, 25 years Therese A. Haenni, Pharmacy Manager, Twin Oaks, Mo., 25 years Arlene Hendricks, Admin. Assistant, Chicago Loop District, 35 years Melody E. Holst, Supervisor, Employee Services, Deerfield Office, 30 years Athene Knapik, Beauty Advisor, Munster, Ind., 35 years Noella M. Kuntz, Pharmacy Manager, Greendale, Wis., 30 years Mike T. Luck, Function Manager, Windsor DC, 25 years Richard D. Marasch, Store Manager, Oconomowoc, Wis., 25 years Ann Marie Martinez, Service Clerk, 2924 E. 92nd St., Chicago, 25 years James McCarthy, Receiving Checker, Windsor DC, 25 years Lori M. Moore, Store Manager, 12965 N. Oracle Rd., Oro Valley, Ariz., 25 years Thomas J. Neduvelil, Pharmacist, 21325 E. Moreland Blvd., Waukesha, Wis., 30 years Darrell L. Ohrt, Store Manager, 4202 Pheasant Ridge Dr. N.E., Blaine, Minn., 30 years Maria Perez, Service Clerk, Caparra Heights, P.R., 35 years John A. Pitas, Function Manager, Windsor DC, 25 years Judy Reynolds, Sr. Beauty Advisor, 4015 Austin Peay Hwy., Memphis, Tenn., 30 years Sue Reynoso, District Training SIMS Supervisor, San Antonio East District, 25 years Lisa Ryan, Head Photo Specialist, 606 S. Whitney Way, Madison, Wis., 30 years Daniel Saldamando, Pharmacist, 10405 N. La Canada Dr., Oro Valley, Ariz., 25 years Patricia Sandate, Store Manager, 1301 W. Base Line St., San Bernardino, Calif., 25 years Laura L. Schoepke, Head Photo Specialist, 3805 80th St., Kenosha, Wis., 25 years Matthew C. Sensenbrenner, Rx Returns Clerk, Windsor DC, 25 years Jeannette A. Stearns, SIMS Coordinator, Wethersfield, Conn., 30 years Craig A. Steensrud, Forklift Operator, Windsor DC, 25 years Alan Tang, Pharmacist, WHS Mail Services, Tempe, Ariz., 25 years Robert Thornton, Porter, Windsor DC, 25 years Mike Traut, Porter, Windsor DC, 25 years Chi C. Tsu, Pharmacist, Matawan, N.J., 30 years Victor M. Villagrana, EXA, 9428 Dyer St., El Paso, Texas, 25 years Linda M. Wolfgram, SIMS Coordinator, 4296 S. 76th St., Greenfield, Wis., 30 years John A. Yoho, EXA, Woodstock, Ill., 25 years Ricardo D. Young, Pharmacy Manager, 921 Henderson St., Fort Worth, Texas, 25 years David Zimmer, Receiving Checker, Windsor DC, 25 years R E T I R E M E N T S Best wishes to recent Walgreen retirees with 25 or more years of service Donald P. Alix, Pharmacy Manager, 2901 S.W. Port St. Lucie Blvd., Port St. Lucie, Fla., 47 years Ronald W. Belmonte, Div. Merchandise Manager, Purchasing, Deerfield, 36 years Shirley A. Byrd, MGT, Olive Branch, Miss., 26 years Mary A. Casper, Service Clerk, 23110 Aldine Westfield Rd., Spring, Texas, 26 years Verita Davis, Warehouse Operator, Orlando DC, 25 years Rose Demeraski, Service Clerk, Mint Hill, N.C., 25 years Joan M. Durant, Service Clerk, 6097 Broadway, Merrillville, Ind., 25 years Geraldine Edwards, Function Manager, Berkeley DC, 27 years Bruce Harwin, Store Manager, 21290 St. Andrews Blvd., Boca Raton, Fla., 25 years Haden G. Holloway, Pharmacy Supervisor, Houston East-Tex District, 40 years Nancy M. Jaeckel, Office Clerk, Windsor DC, 25 years William P. Johnsen, Store Manager, 498 N. Weber Rd., Romeoville, Ill., 37 years Betty M. Keck, Service Clerk, 200 W. Franciscan Dr., Crown Point, Ind., 27 years Thaddeus A. Klockowski, Warehouse Operator, Berkeley DC, 44 years Sandra S. Loney, Head Photo Specialist, Richfield, Minn., 32 years Vincent J. Lozowicki, Pharmacist, 4600 S. Washington Ave., Titusville, Fla., 29 years Maria S. Medina, Service Clerk, 65 Deinfanteria Shopping Ctr., San Juan, P.R., 31 years Doris N. Montgomery, Pharmacy Tech, 1155 Apalachee Pkwy., Tallahassee, Fla., 35 years I N Jim P. Mullen, Pharmacy Manager, Hopkinsville, Ky., 29 years Mark H. Noble, Pharmacist, 3480 N. Academy Blvd., Colorado Springs, Colo., 38 years Douglas A. Ownbey, Pharmacist, 7236 Calumet Ave., Hammond, Ind., 25 years Louis Papachronis, Pharmacist, 2500 Grant St., Gary, Ind., 31 years William G. Perry, Pharmacist, Palatka, Fla., 25 years William R. Powell III, Pharmacist, 4895 Palm Ave., Hialeah, Fla., 37 years Karen Preston, Employment Outreach Director, Logistics & Planning, Deerfield Office, 26 years Patricia M. Reynolds, Service Clerk, Dyer, Ind., 29 years Brenda S. Richardson, Pharmacist, 415 Shepherd Dr., Houston, 31 years Robert A. Rosenthal, Store Manager, 6006 N. 67th Ave., Glendale, Ariz., 37 years Dave G. Sherck, Store Manager, 21632 N. 35th Ave., Glendale, Ariz., 25 years Bridget A. Starcher, Inbound Clerk, Orlando DC, 25 years Betty J. Stewart, Service Clerk, Burlington, Ky., 26 years James W. Strzalka, Lead Systems Engineer, IT Operations, Deerfield Office, 34 years Ken J. Tuschl, Store Manager, 518 Donelson Pike, Nashville, Tenn., 25 years Henry R. Vinson, Pharmacist, Hopkinsville, Ky., 25 years Jan D. Walters, Assistant Manager, 9700 Menaul Blvd. N.E., Albuquerque, N.M., 35 years Shirley A. White, Sr. Pharmacy Tech, 105 Central Bridge St., Wausau, Wis., 29 years M E M O R I A M It is with deepest regret we acknowledge the deaths of the following employees and retirees with 10 or more years of service Claudia Arnold, Retired Photo Specialist, 524 Central Ave., Hot Springs, Ark., 39 years Toby J. Bradsher, Retired Superintendent, Construction, Deerfield Office, 26 years Robert P. Bulik, SIMS Coordinator, 5600 W. Touhy Ave., Niles, Ill., 17 years George Cion, Pharmacist, 922 Silver Ln., East Hartford, Conn., 31 years W. F. Cook, Retired Pharmacy Manager, Belleair Bluffs, Fla., 10 years Shirley A. Dennis, Photo Specialist, 5560 Weslayan St., Houston, 23 years Vickey L. Dice, Systems Analyst, Accounting, Danville Office, 24 years Arthur R. Farleigh, Service Clerk, 423 N. Santa Cruz Ave., Los Gatos, Calif., 18 years Arthur J. Frey, Retired Vice President, Distribution Centers, Deerfield Office, 41 years Ardelle B. Geralds, Retired Package Designer, Advertising, Deerfield Office, 36 years Alfred Guerra, Service Clerk, 1130 Bird Ave., San Jose, Calif., 17 years Stephen F. Hay, Warehouse Operator, Lehigh Valley DC, 12 years Claude Hinton, Retired Div. Vice President, Advertising, Deerfield Office, 14 years Chester Janis, Retired Package Designer, Advertising, Deerfield Office, 27 years Doris W. Kelley, Head Photo Specialist, 1440 S. Lewis Ave., Tulsa, Okla., 27 years Franklin Kouba, Retired Lift Operator, Berkeley DC, 31 years Jeannine A. Moore, Service Clerk, 6191 N. Keystone Ave., Indianapolis, 10 years Alicia Morales, Service Clerk, 5200 Westheimer Rd., Houston, 24 years Wilma I. Norris, Service Clerk, Kirkwood, Mo., 11 years Mary L. Owens, Photo Specialist, 5755 20th St., Vero Beach, Fla., 12 years Marie Peterson, Retired Line Worker, Chicago Lab, 22 years Judy L. Smith, Insurance Specialist, Danville Office, 29 years Lawrence A. Steffen, Shipping/Receiving Clerk, DTR, Mt. Prospect Office, 18 years Dennis A. Swegle, Retired District Manager, Orlando South District, 34 years Yvonne A. Turpo, Pharmacist, 121 E. El Camino Real, Mountain View, Calif., 11 years Leo Weiner, Pharmacist, 8911 N. 7th St., Phoenix, 17 years Walgreen World November/December 2006 21 IN MY SHOES S I M S C O O R D I N AT O R J J OA N N R E E D oann Reed, SIMS coordinator at 1008 N. Mulberry St. in Elizabethtown, Ky., works hard to keep her store at the top of district rankings with the fewest ad and basic department outs. “She’s one of a kind,” says EXA Lee Hack. “Any store would improve with an employee like her.” Read on as Joann takes a few minutes to tell us why. What is a SIMS coordinator? A SIMS coordinator controls the flow of a store’s merchandise using SIMS, the Strategic Inventory Management System that helps track inventory. I make price changes and markdowns, keep track of shrink, review orders and scan items to make sure enough products are on hand – and that they’re where they should be. What were your first few weeks as a SIMS coordinator like? I had one week of training and tons of questions. But after about a month, I could solve most problems on my own. Now, people come to me for answers. What’s the best word to describe a typical day? Busy. I always have a lot on my plate, and there’s never enough time in the day. A lot of people think all I do is walk around the store pushing buttons on a Telxon, but on a busy scale of 1 to 10, I’m way over 10. Do you get to spend much time with customers? Not as much as I did when I started as a service clerk, but because I know where everything is, I put my work on hold to help people find items they need. One customer comes in weekly and asks for me by name. We walk through the store together and find everything on her list. Can you see yourself working in any other position at Walgreens? Maybe. I could see myself as an assistant manager someday, but I really love what I do. I’m organized and have a strong personality – two qualities you need to be a good SIMS coordinator. I think this job fits me well. What makes you good at your job? If something needs to get done, even if it’s not really part of my job, I’ll do it. I try to do more than what’s expected because that’s what makes customers remember me and want to come back to Walgreens. In my shoes highlights outstanding Walgreen folks and provides a glimpse into their jobs. To nominate a store – or district employee – who’s really good at what they do, please write to Walgreen World, Mail Stop #2166, 200 Wilmot Road, Deerfield, IL 60015, or e-mail [email protected]. 24 Walgreen World November/December 2006 O’Neil Arnold What advice would you give a new SIMS coordinator? Take your time. There’s a lot to learn, and eventually, it will all make sense to you. No one knows everything when they start a new job – so just do the best you can.
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