Advocating on behalf
I’ve spent my entire Costco career – 27 years – striving to meet Costco’s
mission statement of providing the highest quality goods and services at
the lowest possible prices.
I believe our founders had a vision from the beginning, not just about the
3,600 or so items on the warehouse floor, but for Costco Services, too.
In my current position as a Costco Services manager, I work on the team that
manages Costco Auto Program; Identity Protection; Personal & Business Checks,
Forms & Accessories; and Custom Logo Products services.
My job is to continually look at services to ensure the strongest value, and the best
customer service in a competitive marketplace.
That means I advocate on behalf of the member, always looking to improve their
service experience and to offer a compelling selection of services.
Before we rolled out our newest service, Custom Logo Products by Harland Clarke,
we made sure it was a service that appealed to a significant number of members.
We requested proposals and asked, “What can we bring to the marketplace at a
Next, Harland Clarke built an easy-to-navigate, co-branded website for our members,
and we continue to work with Harland Clarke to provide best-in-class service and value.
What now? We will constantly perform oversight, including competitive shops four
times a year, and weekly calls throughout Harland Clarke’s call center, marketing
department, and other business teams.
• Puts together the best selection of features
Our members will tell us what they like and don’t like. Our job is to take the time to
understand and work closely with the provider to improve what’s not meeting our
members’ expectations. We don’t settle for what’s best at the time; we continually
work to make it better.
Costco gives me the resources to help me take care of members – and to uphold
the company’s original mission statement.
Editor’s Note: Ed Murphy is filling in for The Director’s Chair this issue.