Dave Nelson’s October Operation Callouts “Taking that extra step to make our customers’ experience at the Exchange is positive and one that will keep them coming back. You are an excellent example of being a community partner. Thank you for all setting the bar in serving the best customers in the world. --Dave Nelson, chief operating officer PACIFIC REGION Courtney Howard Saeko Kawasugi Naoko Teruya “Courtney, Saeko and Misawa AB Yokota AB Okinawa Naoko strive every day Main Express Baskin-Robbins Services to ensure the Exchange Ms. Howard’s work Saeko’s commitment From craft fairs to car is the place our performance is always top and support of her team shows, Naoko provides customers want to shop. notch. Her friendly and at Baskin-Robbins is customers with unique They understand the outgoing personality unprecedented. Her shopping opportunities. importance of providing always make shopping at efforts to drive sales and Most recently, she exceptional customer the Express enjoyable. She improve awareness of coordinated with four service and the benefits greets customers at the MILITARY STAR by food-truck vendors to of the MILITARY STAR door and always asks how communicating the provide food and card. We are proud to their day is going. She benefits and shouting refreshments for Marines have them represent goes above and beyond to the savings are moving at the annual beach bash, Pacific Region!” ensure that customers the needle. Her serving 750 Marines and leave the store happy and engagement contributed family members. Her satisfied. She is a top to an increase in sales by dedication to providing performer and gets the 33% compared to LY, excellent customer service customers to use their average ticket by $0.30 and manage any hurdle MILIARY STAR card by (from $5.96 to $6.26) should also be noted. always being friendly and and an increase in When food courts are reminding them of its MILITARY STAR experiencing power or benefits. With her penetration by 30% water outages, Ms. Teruya assistance, the store is compared to LY results. is quick to schedule food above the MILITARY STAR Well done, Saeko! trucks on site so Exchange Penetration goal (4.38% customers don’t go hungry. YTD/Goal of 3.95%) and Another impressive feat of Snack Avenue sales (12.5% Ms. Teruya is booking increased sales versus more than 50 vendors to 2016 and GP increased participate in the upcoming from 49.7% to 50.2%). Her holiday bazaar. Last year’s dedication, along with our bazaar totaled $141K in other associates, enables sales in only three days. us to continue providing We are very lucky to have quality service to our Ms. Teruya on our team valued customers. and wish for her service to be recognized as exceptional. EUROPE REGION Nexhat Tahiri, Elena Visintin Manfred Gloeckner “The Europe Region is Emrush Hasani & Vicenza AB KMC Mall truly honored to have Misret Rexhepi Del Din Subway SWAROVSKI dedicated and Camp Bondsteel, Kosovo Elena is an extraordinary Mr Gloeckner is a very compassionate and outstanding loyal vendor partner and associates like Nexhat, Nexhat, Emrush and Misret volunteered to associate. Elena’s hard passionate about doing Emrush, Misret (who work and dedication business with the supported Exercise work at NSTA in Bulgaria for 60 days during Saber contributed to an Exchange. He Saber Guardian 2017 at increase in sales of demonstrates a strong the tip of the spear in Guardian exercise for 2017. They all worked 60 8.89%, due to her connection with our Bulgaria), along upselling skills. She is customers, going that extra with Elena and hours a week with smiles on their face and singing always professional and mile to personally call the Manfred who also friendly with our customer with any demonstrate they are as they stocked, helped customers and customers and always informational equally dedicated and with a big smile. In an opportunities that benefit proud to support our contributed to the operation’s success. Store effort to help her team, both the customer and the customers across she shares with Exchange. The 12.8% Europe!” sales went from an average of $2,000 to more coworkers her successful increase in sales and DOR than $20,000 per day. The stories of “How to add are reflective of his Soldiers were amazed and bacon” on any sandwich. enthusiasm and excellent appreciative of their Her enthusiasm customer service. In July, contributions. contributed to 231 he signed up two new customers adding extra MILITARY STAR card bacon, which is 19% accounts and has a 1.25% above the goal, and an increase in MILITARY STAR increase in average penetration. The store is ticket sales by 14%. She always in an immaculate, is truly a major asset to manicured appearance the Italy Exchange with most warm welcoming greetings! EASTERN REGION Tiffany Brown Valerie Myers Jacqueline Black “Thank you, Tiffany, ROBINS AFB Fort Gordon Fort Lee Valerie and PowerZone Boston Market Vending Operations Jacqueline for making a Tiffany has been Valerie is a true asset to Jackee is the vending difference and driving performing exceptionally the Food Court. Less operations assistant at Fort for results! We are very since joining the than one year after Lee. She has worked proud to have you on PowerZone team in opening Boston Market, diligently to increase our our team. You give the February. As the newest Valerie and her team sales and grow the vending best of you to our member, Tiffany sold the became a certified business and her hard work operations and truly most Exchange Protection training store and have really shows. YTD sales are make yourselves Plans for four months in a successfully trained new up 29%. She has been valuable parts of your row, averaging 45 EPPs managers and Foremen. pushing healthy vending, Exchange. Thank you for per month—the highest Her attention to detail and it is up 48% above your professionalism among all Robins MS and great management prior year. Jackee and determination to be associates. Tiffany also skills also show in her constantly works with our the best” completes POGs, promo financials: Sales are 1% contractors in looking for signing and helps with 13 above plan and with the best locations to place opened MILITARY STAR reducing PC by $44,240 machines to help increase apps for the year, adding or 23.91% and expenses sales. Jackee is a true asset an additional $1300 to the by $1,926 or 3.72%, to the Services team and Exchange bottom line. She Valerie was able to the Exchange. Her actively recommends add- increase her DOP by commitment to customer on sales for customers $13,745 or 23.61% over service extends beyond suggesting items they did LY. Valerie’s team is vending. She takes every not realize they needed. focused on taking care of opportunity to provide the Customers return asking our guests by delivering highest level of service in for her service. Her quality fast, friendly service the main store, mall and of service has helped the while offering great branches. Fort Lee Services Robins Exchange gain products. Brand is raising the bar! customer loyalty every standards are in place, single day. even in Val’s absence as noted during our last brand inspection when her team scored a 97.7%, our highest score yet. CENTRAL REGION Florina Kappel Ashley Lafortune Mike Horn & James Noble “Florina, Ashley, Mike Randolph AFB Minot AFB Little Rock AFB and James are Main Store Burger King Firestone/Express absolutely wonderful Florina works in our men's Ashley joined the BK A special shout-out to the associates, who department, including team four months ago managers and associates at represent the athletics. From the time and has done an the Little Rock AFB Express outstanding associates the merchandise hits the outstanding job! Ashley and Firestone during what we have in the Central stockroom, she will make always goes above and could have potentially Region! The positive sure that it gets to the beyond to help been a deadly situation on impact the four of them sales floor. She is a customers, our BK team a hot Arkansas day. The have in the community seasoned associate who and overall operation. incident occurred at the and where they work is knows the trends, such as She takes charge of her Class Six Express, when a truly tremendous. You what styles are coming in shift, making sure mother of two (her show great passion for for the season and what everything exceeds BK newborn and toddler) were your work and what you we have received in and food sanitation shopping at the Express. do daily. Thank you for previous years. Florina standards. Ashley The mother started her car representing Central takes pride in what she reminds every customer and placed the toddler in Region in this way…..we does, from teaching her to save 10% using their the vehicle, somehow the are so proud of you!” co-workers to training the MILITARY STAR cards. vehicle auto locked and new associates. She is She is a great asset to when she went to put the always willing to share her the Minot Burger King infant in the car, she could knowledge with others. team. Her attitude not open the vehicle. Mike Florina consistently towards work is from Firestone went introduces new outstanding, and she immediately outside to merchandising ideas in always wants to assist even before the her area and is not afraid contribute more and store personnel were to lead our VIPs through help her coworkers. alerted to the issue. He her area.