HEB Customer Service Assistant CSA Manual

Written by Forrest Gates

Table of Contents iii

Table of Contents

Introduction ................................................................................................................................................................................ v

Chapter 1 ..................................................................................................................................................................................... 3

The Purpose of the HEB Company ............................................................................................................................... 3

The History of HEB ........................................................................................................................................................ 3

The Purpose of HEB ...................................................................................................................................................... 3

HEB Branch Stores ........................................................................................................................................................ 4

Chapter 2 ..................................................................................................................................................................................... 5

Preparations before Employment at HEB ................................................................................................................ 7

What the Job Entails...................................................................................................................................................... 7

HEB Uniforms .................................................................................................................................................................. 7

Physical Preparations .................................................................................................................................................. 8

Mental Preparations ..................................................................................................................................................... 8

Chapter 3 ................................................................................................................................................................................... 11

Why we need CSA’s .......................................................................................................................................................... 11

Shrink, and its effect on the store .......................................................................................................................... 11

Sacking Groceries ......................................................................................................................................................... 11

Other CSA Responsibilities ...................................................................................................................................... 15

Good CSA Attributes and Attitudes....................................................................................................................... 16

Chapter 4 ................................................................................................................................................................................... 19

Ethical Situations and Solutions ................................................................................................................................. 21

Situations While at Your Sacking Cashier Position ........................................................................................ 21

Situations outside your bagging area .................................................................................................................. 22

Conclusion ................................................................................................................................................................................ 23

Index ........................................................................................................................................................................................... 25

Introduction v

Introduction

Welcome to HEB! We are so glad to have you here with us! Whether you are a new HEB employee or a veteran wanting to look over the rules, this is the set handbook that will go over all that you need to know before you set foot on our HEB Partner Team! The first thing you need to know as an HEB employee is that we do not call you employees in the workplace, but HEB Partners. We believe our company thrives as a team and not just from individual works. What makes this company work is YOU! Before you go over the beginning rules and regulations of the workplace, be sure to go over and understand that this is only the CSA’s (Customer Service Assistant) training manual. If you are looking for a cashier’s manual, check with your local HEB manager. Do not use this manual for any other reason than for instructional safety and job guidance. Do not only rely on this manual. The training videos are extremely important as this does not cover every part of material this job has to offer. If you have any questions or concerns in regards to this document, contact HEB services on your Partnernet webpage to provide suggestions or would like more explanation to any section. You shall begin this manual with an overview of this HEB Company and why this company exists today.

Chapter 1: The Purpose of HEB

Chapter 1 3

Chapter 1

The Purpose of the HEB Company Before you begin as an HEB employee, you must understand what we do as a superstore market retailer. It is important to understand the values we share as HEB Partners and why we exist today.

The History of HEB

The company was founded on November 26, 1905 when Florence Butt opened the C.C. Butt Grocery Store in Kerrville, Texas (shown in Figure 1). In 1919 her son Howard Edward Butt took over the store, expanding HEB into four regions like Central Texas (all of which failed). Finally in 1927, Howard launched a successful second store in Del Rio, Texas, followed by the purchase of three grocery stores in the Lower Rio Grande Valley. The first initials of Howard E. Butt became the name of the store.

Charles, the youngest son of Howard E. Butt, became president of the H.E. Butt Grocery Company in 1971. As of 2010, Charles Butt is chairman and CEO, growing HEB grocery into an enormous grocery store chain profit. In 2011, the company was #12 on Forbes' list of largest privately held companies. H-E-B is also the largest privately held company in Texas.

HEB headquarters are now located in San Antonio, Texas, where HEB continues to thrive and expand significantly. Thirteen stores have opened in total since the last year, and HEB emergency natural disaster revival projects (such as the hurricane Katrina) and HEB “Giving Back” food pantry services has helped all communities in and around Texas areas. HEB has become one of the largest preferred and successful grocery stores in the Southern part of North America (though more expansions out of Texas areas have been halted for legal tax conflict, which is still being resolved today).

The Purpose of HEB

Here, Everything’s Better. ™ This is our HEB motto that we as a store live by. We believe that greatest superstore markets can be overrun by small communities where the heart of Texas really exists. We believe not only in the competition of prices, but the competition and ultimate value of true customer service in the grocery store. We believe in every way possible, we can be better than the retailers down the street. We believe that we are better than the most popular retailer on Earth. We hold true that being the best can be difficult, but our true effort resides not only in our low price program, but in our HEB Partners.

Your job as a new HEB Partner will be to fulfill this ultimate goal of making HEB the best. We are not just a company, but a family. That is why you are not an HEB employee, but an HEB Partner in the workplace. We are successful not by our prices but as your ultimate success as a worker, because HEB is the most popular store because of its service!

4 HEB Customer Service Assistant Manual

Fig. 1: HEB’s First Store in Kerrville

HEB Branch Stores Keep as a reminder that the rules of HEB that follow in this manual may or may not change depending on which HEB store you work in. CSA’s do not have all the same job, as they may have more or less duties as a worker depending on where they are located. Smaller HEB stores tend to have fewer workers and more duties as a Customer Service Assistant. Bigger stores tend to have more workers, and more main jobs with fewer duties. Stores also vary in environmental situations. For example an HEB in Austin, Texas will not have free plastic bags to bag with and will require customers fees to bag items. Smaller stores may sometimes run out of inventory and not use wine bottle handle boxes. Bigger stores may have more managers and are open longer in the day, and smaller stores are the opposite with less managers and smaller open times.

Wherever you are located, your job as a CSA will be different. Please keep this in mind as you continue to read this manual. If curious as to what these differences are at your store, talk to your main manager. Be sure to ask any concerns you have before you begin your first day on the job considering such differences.

Now that you know HEB as a company, the next section is about preparation before employment.

Chapter 2: Preparations before Employment

Chapter 2 7

Fig. 2: Example HEB Uniform

Chapter 2

Preparations before Employment at HEB HEB is not your ordinary grocery store. We require the best out of our Partners for excellency, quickness, and stewardship in service. In order to be a true Partner at HEB, you must prepare yourself before you walk to that front door and start your day. These preparations will help you (and us!) be the best.

What the Job Entails Your job as a CSA is described in the title: Customer Service Assistant. Your job is to assist customers in every way possible. Your main job is to sack groceries (which will be discussed in the next chapter) and provide any other assistance to customers who require your attention. You will be standing for hours at the same spot, doing the same procedure. You will be doing sanitary jobs such as cleaning and washing off surfaces. You will be engaging the customer in conversations, and offering help as often as possible. All of these things require preparation for best results, and the first to go over is attire.

HEB Uniforms An example of an HEB uniform is shown in Fig. 2. All service HEB Partners are required to wear an HEB employee shirt. There are three kinds of shirts: HEB T-shirt, HEB long-sleeve shirt, and HEB polo shirt. CSA’s can wear any HEB shirt, depending on the weather. All name tags must be visible on your front side near your chest. Jeans are accepted in uniform, but cannot have holes that show your skin. Shorts are accepted only in certain conditions. Shorts have to be pocket-less on the sides (which means, there cannot be more pockets than what is like on a normal pair of jeans). Shorts cannot be shorter than to the top of your kneecap. Jewelry must be appropriate and must not hinder your work ethic. Men cannot wear earrings. Necklaces must be tucked inside your shirt. Hats

8 HEB Customer Service Assistant Manual

cannot be worn unless it is a baseball cap. Hats cannot have a logo on it (unless it is an HEB logo). Offensive or cruel wristbands will not be worn during work. Head hair and facial hair must be trimmed appropriately business casual while at work. Employees must wear closed-toe shoes. Tennis shoes are recommended.

Physical Preparations HEB does not require Partners to be physically fit while at the job, but involvement in HEB-sponsored fitness programs and weight reduction programs are recommended. It is suggested that any employee prepare medication for pain such as Ibuprofen, Tylenol, other over-the-counter or prescription drugs to provide normal healthcare, as you will be standing at most eight hours during the day for a shift. Be sure to receive sunscreen in case for prolonged exposure to the sun. Raincoats at HEB are provided in case of rainy weather; using umbrellas during work are not recommended. Running in the store is not permitted. Be sure to use precautions when carrying a heavy object (use your legs, not your back, to bend down, grab the product, and lift up with your legs). Do not lift what you know you cannot carry, and ask a co-worker if needing help lifting something. You are provided a 15 minute break every two hours and lunch break every 4 hours (replacing your regular break). Please keep your normal eating diets so to maintain full energy through the entire day working at HEB.

Mental Preparations Do not come to HEB with a poor attitude. Always respect your coworkers and customers. Keep your emotions in check while working at HEB, and do not let your emotions control you during your shift. Always be courteous and smile to your customers. If you are sick, do not force yourself to go to work, but call in sick. Do not ever text or use your phone while at HEB or it will be taken away and you will be subject to being dismissed. Do not be angry with customers, and focus on the job as much as possible. Zoning out, which means a Partner is not putting his mind to the task, needs to be as limited as possible to ensure the best service to every customer. Be sure to get as much sleep as possible so to keep your mind at task. Keep in mind that this job can be wearisome and may exhaust your mental capacity near the end of the shift. Remember to focus on the job and give your full effort at all times while on the clock. Do not steal, and pay for what you get before you use, eat, or drink during your break.

Administrators (also called bookkeepers- they wear the blue HEB shirts) are there to help you if you are having any problems mentally or physically during your work shift. Ensure to contact them for counseling or guidance when a problem arises.

Chapter 3: Why We Need CSA’s

Chapter 3 11

Chapter 3

Why we need CSA’s Customer Service Assistants used to be named “baggers,” but due to modern technology, the

efficiency of this company requires less hired workers for a faster check-out process. Because of this fact, “baggers” change roles concerning the purpose of the company. A CSA is entitled as such because your purpose is not just sacking groceries. Your purpose is the help the customer in any way, shape, or form. That means you will probably do actions you’ve never considered or wanted to do before, such as cleaning that nasty toilet in the men’s restroom! Your role as a bagger extends to more than just bagging, hence a change to this modern day title. However, a major part of this position requires sacking grocery items in a specific fashion into bags at the front of the store.

Shrink, and its effect on the store

HEB is considered to be on the “penny for penny” plan, meaning in order to keep our prices small and your paycheck full, we must keep in check of all financial consequences that may hinder our success as a major grocery store chain. Shrink is the involuntary decrease of profit in a grocery store. Before you begin learning the CSA position, you must thoroughly understand this concept. Shrink can be anything from smashed bread from being on the bottom of the basket, theft, product damage, or any other consequential action. You as a CSA handle the front end of the store, meaning you are the last person to handle the product until the items land safely inside the customer’s vehicle. Although this chapter concentrates on the main aspect of sacking food, it will cover all aspects of our grocery company inventory. Food is the most critical aspect of this learning manual. Most food items are considered fragile, and our second main purpose for CSA’s to be in this position is to reduce shrink. We must make sure the food that is leaving with the customer, exactly in same condition as before it even came from the truck. The more you can resist shrink, whether it be making sure the small child doesn’t steal any candy, or making sure you pick up a perfectly fine food item off the floor, your actions depend on the future and success of the entire HEB grocery chain.

Sacking Groceries

Before you begin, check your grocery store bagging countertop (Figure 3). Your grocery belt should be on and active, if not press the red button near the right side of your waist to check if it is working. You should see a roll of stickers near your area, preferably to your right. You should have a bag rack to the left or right of you (personal preference), and a bag rack on the countertop. You should have wine bags and wine boxes below in a cubby hole (Figure 4). You should have a stack of paper bags available below you as well.

12 HEB Customer Service Assistant Manual

Fig. 3: Example HEB Countertop

Fig. 4: Example HEB Wine Bags and Wine Carriers

Groceries are categorized into groups:

Food boxes, food cans, and plastic food items (all these considered dry goods) Regular and fragile fruits and vegetables (known as produce) Breads (or any fragile foods) Frozen Chicken Meats Cold and diary Fragile items Chemical items Non-baggable items (usually under-the-cart items).

Dry goods consist of normal everyday food products, such as cereals, bean bags, and canned

fruits. Produce items are your fruits and vegetables, all varying in size, but most considered very fragile that can be easily damaged or bruised. Breads are considered the most fragile food of the grocery store, as they easily get squished and damaged. Frozen foods are foods that require to be under 32 degrees Fahrenheit (otherwise to be considered thawed and damaged) such as ice cream, boxed fish, or frozen green beans. Chicken is a frozen product, but require special attention when sacking. Meat is a frozen product that also requires special attention, sometimes categorization. Cold and diary are food items that require to be below 45 degrees Fahrenheit but above freezing temperature (considered spoiled and damaged if left out for a long period of time) such as milk, eggs, and sandwich ham. Fragile items are inventory that are easily breakable or glass, such as light

Chapter 3 13

Fig. 5: Basis of HEB Bagging

Fig. 6: Example HEB Bagged Groceries

bulbs, wine, and picture frames. Chemical items are items that are non-edible cleaning or household use product, such as disinfectant spray, bug killer, and car oil. Non-baggable items refer to items that are too big or heavy to fit in a grocery bag such as a pack of water, salt water softener, and watermelon. There are certain general rules to obey when sacking any kind of groceries:

1. The heavier items always go on the very bottom of the bag. 2. The heavier bags and items are always set into the basket first. 3. Look at what is ahead of you on the grocery belt. Make sure to grab the fragile items out and

put it to the side so they do not get smashed on the belt. 4. The cold items stay together, and the dry goods stay together. You should never mix cold

items with dry goods, as this may damage the product. 5. Try to keep a minimum of 9 items per bag if using a plastic bag. Fill each bag to its maximum

capacity. 6. If the customer’s order is 3 or more items, it should always be bagged (unless the customer

tells you not to). 7. The customer is always right. 8. When you see a damaged, bent, or torn item, always ask the customer if he/she would like a

replacement. DO NOT ignore the item.

These groups of items are bagged in a certain way depending on what the item is, or what its correlation to another item is. First of all, all food items and non-edible items are always bagged separately. We will focus on the food item groups first. Dry food items are the easiest to bag due to their durability, size, and weight. An example of how to sack several boxes and cans at the same time is shown in Figure 5 and 6 below:

Can

Box Box

Can Can

Can

14 HEB Customer Service Assistant Manual

Fig. 7: Bagging Bread (and Eggs)

You can stack such items, but they must keep the form the bottom of the bag as if like inside of a rectangle. If bagged incorrectly on its corner, the item may poke a hole in the bag and spill out accidently. The items inside the bag must stay within shape of the bag. If an item makes the load too heavy, use a separate bag or don’t bag that item at all. Make sure to keep the bag stable. All dry food should stay in its own separate bag, or in the case of a big paper bag, on the very bottom of the bag. Be sure to evaluate whether to stack the item based on its fragileness. Always put the fragile items on top.

All produce is to be bagged separately. Unlike dry goods, you should not put fragile produce on top of the heavier items. This is because produce is likely to roll off in the bag and become squished when being handled by the customer on the drive home. Instead, bag the breakable and bruise-able produce in a separate, smaller bag. Make sure not to put too much produce in one bag, as the weight of the top produce may squish the produce on the bottom. Never bag spiky items like pineapple with softer skinned fruit, as this may damage the other produce.

All bread should be bagged in their own bag, horizontal to the bag. Bread should never be stacked unless confirmed with the customer’s consent, or if eggs are present. If a pack of eggs are there, match them with the bread putting the eggs on the bottom (Fig. 7). If the eggs or bread are too big, do not sack them and put them on top of the basket of the whole order. An example of bagged bread is below:

Frozen goods and cold (dairy) goods can stay in separate bags, staying grouped together. As

a general rule, frozen goods and cold (dairy) goods may be sacked together in the same bag; this is to be done as a last resort due to customer preference. Be sure to keep all the low-temperature items together in the basket to keep the temperature of the items cool. Frozen chicken should always be bagged separately in its own bag due to its potential chicken blood bacterial contamination of other products. Frozen meat should also be bagged separately due to potential blood contamination. All other frozen meats (besides chicken because it is the most potential threat) may be bagged together if necessary, but should try to be bagged separated with the different kinds of meat if possible. The only reason two groups should be bagged together of any cold or frozen product is the lack of items to bag. Customer consent is usually appreciated before doing so.

Fragile items should always be bagged separately. Limit the amount of products bagged to four, and if needed be sure to use 4 or so crumpled plastic bags in-between the items so to prevent clashing and potential breaking. Wine and wine glasses should be put into wine carrier boxes or

Eggs

Bread

Chapter 3 15

Fig. 8: Other HEB Duties Example

wine bags if available. Be sure to keep the square shape of the bag when sacking. Use gentle care when sacking fragile products.

Chemical items should be bagged separately. Never bag chemical items with food products. Make sure any leaky or damaged chemical product is replaced. If any chemical residue has made contact with a food product, notify the customer immediately and ask if you can go get the replacement food item. Heavy items should always be first put on the bottom rack of the cart. Make sure to put a colored HEB sticker on the bottom rack products for potential theft measures and to prevent confusion. Once the bottom rack is filled, heavy products may be set into the main cart basket. Make sure to put all the heavy items into the cart first before bagging the rest of the order.

Other CSA Responsibilities

Your job as a CSA does not stop with just sacking groceries. When no customers arrive at your register, you are required to check the duty list. Depending on your store branch or bookkeeper manager, you may already be assigned a required time slot or not. The list consists of:

Bathroom checklist Cart checklist (depending on store) Specific duties checklist (cleaning, organization, etc.)

The bathroom checklist is composed to time slots and signature spots to sign when the

bathrooms have been checked. To check the bathrooms, go to the bathroom door and knock three

16 HEB Customer Service Assistant Manual

times. Creak the door open and ask if any customers are currently using the stalls. If an answer is replied, wait outside the door until the stalls are empty. If not, go inside and check the room. It is required HEB policy that if it looks unsanitary or needs cleaning up, you are required to clean the entire room. If the bathroom seems like it needs to be cleaned:

1. Go to the HEB cleaning closet. If unsure where this is located, ask the nearest HEB staff. 2. Look inside and find plastic gloves. 3. Look and find a toilet bowl brush, HEB cleaning paper towels, and HEB restroom cleaner

spray, and the mop and bucket combination. 4. Go inside the restroom and spray the unsanitary area. 5. Use the brush to scrub inside the toilet, and the paper to clean outside the bowl. Use the

paper towels to clean the stalls, sink bowls, sink appliances, and door handles. 6. To mop the floor: Take the mop out of the water, put into the inner cage, and use the handle

at least three times to squeeze water out of the mop. Then, put the mop on the floor and sanitize the whole area.

7. Once the whole area is clean, check the other bathroom using these same steps. Once completely finished, put up your sanitizing items back in the closet, throw away your gloves, and wash your hands before returning to the front store area to initial your name on the checklist verifying you have done this duty.

CSAs also need to check carts. To do this, you first have to be familiar with where the cart stations are (your bookkeeper should go outside with you and let you know if you are unfamiliar). Once the cart stations are familiar:

1. Walk to the most cart-crowded station. 2. Take the outermost cart, and stack all the carts together by ramming the outmost cart into

the station. 3. Take 5 carts from the stack, pulling in the opposite direction from which you rammed. 4. Push your carts you just separated to the main cart area, ramming them into the main front

door stack area. 5. Go back to that station and repeat until there are no carts left, then move on to the next

station. 6. When all the stations are cleared, go back inside and sign your initials on the list.

CSAs will also be given specific duties given by the bookkeeper, depending what needs to get

done in the store. This manual will not go over these specific duties, as there are too many to list and cover. If you have a question what needs to be done, ask the bookkeeper for instructions. If it is a cleaning job, be sure to use the orange HEB multi-use disinfectant spray and cleaning towels. If it is a glass-cleaning job, be sure to use the blue HEB glass cleaner spray and cleaning towels.

Good CSA Attributes and Attitudes

Not only must you pay attention to your job as a CSA, but you must be attentive to your social role as an HEB worker. When the customer comes up to the register, ask if he or she requires help unloading groceries. With every customer that comes through your line, ask them how they are doing today. Greet with a smile and be pleasant with your greeting. Be sure to keep the attention on the customer, even if it means not talking with your fellow coworkers. Ask questions to your

Chapter 3 17

Fig. 9: Stacked HEB Carts

customers or co-workers if unsure about a task or problem concerning the customer’s order. When the order is done, you are required to ask for a carry-out, which means you assist the customer to his or her car. If the customer says yes:

1. Push the customer’s cart outside the door. 2. Ask “Where to?” and go where the customer points or directions you, following if needed. 3. When pulled up to their car, patiently wait until the customer’s trunk is open, then start to

unload the bottom of the cart first (remember, the heavier items always go first). 4. When finished unloading the cart, thank the customer, and take the cart back to the front

cart station area, then to your original cashier station. If a customer denies a carry-out, thank them, and prepare yourself for the next order.

Chapter 4: Ethical Situations and Solutions

Chapter 4 21

Chapter 4

Ethical Situations and Solutions As a CSA worker, you will probably encounter many ethical situations and solutions. New

HEB workers find themselves confused on what to do if a situation arises that they were not trained for. This part of the manual will go over many general problems and situations new employees encounter on the job. This manual will also cover several grey-area situations not described in the HEB training video.

Situations While at Your Sacking Cashier Position

Q: What do I do if I see a customer stealing something from the store? A: Alert your HEB authorities (bookkeeper, cashier, manager) immediately. Do not attempt to stop or yell at the individual. Your safety is our number one concern.

Q: What do I do if I run out of bags? A: There should be more bags located in a certain designated area. Ask your bookkeeper for more, and the cashier will use his or her bag rack to bag for until bag replacements are located. If a certain bag is out of stock, temporarily use another bag, informing the customer upon complaint.

Q: What do I do if a customer demands that they will sack the order themselves? A: Move to another sacking station or go to the list of duties.

Q: What if a customer starts yelling at me and starts getting frustrated? A: Be sure to keep a cool head, and make sure you give the facial expression like you are listening to the customer. Be attentive and attempt to correct your problems, apologizing if wrong. If no progress ensues, notify the bookkeeper or manager, and they will take care of it for you. Ask for counseling if this affected your work ethic to relax for a couple minutes.

Q: What do I do if the customer asks a question I do not know? A: Do not give false information. Simply state that you do not know, and then ask them if you could ask a co-worker who may know that information for them. Look for another co-worker, cashier, bookkeeper, or manager to ask for the customer.

Q: What if a product spills while sacking on the counter belt line? A: Clear all items away from the spill to be sure not to contaminate any other products. Offer to the replace the product. Finish the order, avoiding the spill. After all the groceries are in the cart, gather the appropriate items needed to clean the spill, and be sure to wipe the counter clean before beginning your next order.

Q: What if I accidently injure myself while sacking groceries? A: Ask the bookkeeper or co-worker for the medical kit. If bodily fluid was projected, point out the contamination for another CSA to replace clean, and replace the product if needed.

Q: What if a spill happens right in-between the check-out isle while sacking an order? A: Make sure the customer gets across the isle first, and then close off the area. Immediately grab a mop and start cleaning up the area; once the area is clear put a “Caution: Wet” sign near the entrance of the isle. Then while the cashier begins the line again, quickly put away your cleaning materials and return to work in the front.

22 HEB Customer Service Assistant Manual

Situations outside your bagging area

Q: What if a customer accidently falls or hurts him/herself? A: Even if it was your fault for the accident or not, never apologize to the customer (as this pertains to legal reasons). Ask if they need help. If the customer is okay, double check and ask again to make sure. If they are not, contact a co-worker for administrative assistance. Grab the medical kit and wait for further instructions. Do not move the customer or lift them off the floor.

Q: What if a customer asks for a special product in the back that is currently not on the selves? A: If you need help finding a product or if you do not know if you’re allowed to, ask management for advice. If you know where the product is and it is easily accessible, go ahead and grab the product to give to the customer.

Q: What if a customer requires my attention, but will not stop talking so that I can’t get back to my main job? A: This is a delicate situation. You may spend a shortened amount of time talking to the individual, but try to remind the customer that you have to get back to your job. If that does not work, make a statement to the customer that you must return to your job. If the customer still tries to talk with you, only be rude to a customer or walk back to your front sacker position without a word to the customer if an administrator calls your name or you are called to the front via intercom. Explain the situation to the administrator if necessary. Also, if a co-worker is being too talkative and keeping you from doing your job, notify the administrator of this problem so they can fix it (do not try so on your own).

Q: What if a customer asks to grab an item I cannot reach? A: Ask the bookkeeper where the standing stool is. Using the stool to stand on, you should be able to reach the product wanted. If further help is required, ask for more help obtaining the product.

Q: Is it okay when I see customers eating their product in the store? A: Customers are not supposed to eat their products until they pay for it. In most cases however, parents give food to their children to keep them under control. Such as in this case, it is okay as long as the customer pays for the damaged product. In other cases, it is okay as long as the customer eats the product only while in the line to pay. If you see a customer eating a product without any intention of buying it, contact the bookkeeper or manager immediately.

Conclusion 23

Conclusion You, Partner, are our most valued employee of the HEB workplace. You organize our store. You make it work. You provide all assistance, and make the customers smile in their waiting lines. You may not realize it, but our entire business depends on how you work. You run our entire business. Everything that depends on how we are as a company depends on you. The last thing you need to do before you enter this working field is to replace that temporary volunteer name tag for a real one- you earned it, Partner! Tell the bookkeeper that you read and agree to the terms with everything that is in this manual, and he/she will give you your official nametag. Congratulations! Before you begin the job, you are required to have a two hour job shadowing session, then you will work the next two hours of your shift. Your bookkeeper will tell you specific instructions on what to do for this task. Congratulations, Partner! Now go and make HEB the best, because Here… Everything’s Better! ™

Index 25

Index administrator, 20 bookkeeper, v, 14, 15, 19, 20, 21 Company, iii, v, 3 CSA, iii, v, 4, 7, 9, 10, 14, 15, 19 customer, 3, 7, 8, 10, 12, 13, 14, 15, 16, 19, 20 employee, v, 3, 7, 8, 21

groceries, 7, 10, 12, 14, 15, 19 grocery, 3, 7, 10, 11, 12 HEB, 1, iii, v, 3, 4, 7, 8, 10, 14, 15, 19, 21 manager, v, 4, 14, 19, 20 product, 8, 10, 11, 12, 13, 14, 19, 20