New Employee Edition

walgreenworld New TeAM MeMBeR Issue

6Your questions Our answers

8Helping communities get, stay and live

PAge 4

How to succeed in customer service

Page 2 Your career is looking up

to Walgreens

When our team members feel well cared for and valued, our customers will, too. Read about our values –

based on the principles Walgreens was founded upon more than a century ago – to feel better informed and bet-ter connected with your workplace, so you can help customers get, stay and live well.

Honesty, trust and integrityHonesty, trust and integrity with our cus-tomers, shareholders, suppliers, the commu-nities we service and among team members is our No. 1 value. Our Four Way Test, adopted from Rotary International, will help you determine the best course of action in tough situations. It asks:

> Is it the truth?> Is it fair to all concerned?> Will it build goodwill and better friendship?> Will it be beneficial to all concerned?

“Part of being honest is owning up to mis-takes,” says Wendy Burg, Portland South district manager. “It’s easy to blame others, but harder to take blame yourself. Being honest about your own shortcomings builds credibil-ity among fellow team members and peers and encourages them to do the same.”

QualityWe believe in quality through consistent and reliable service, advice and products across every channel.

“You might need to step away from your reset to do a refund or drop everything to escort a shopper to the item he or she can’t find,” says Mark Wagner, president of Community Man-agement. “And that’s OK. Keeping our customers happy is the only thing that will ulti-mately keep our cash registers ringing.”

Caring and compassionateIf you are caring, compassionate and driven to delivering a great customer and patient experience through outstanding service and a desire for healthy outcomes, you’ll go a long way.

“We treat each other like family at our store,” says Robert Torres, store manager at 13000 Indian School Road N.E. in Albuquerque, N.M. “We talk about what we did over the weekend as well as help each other get the job done. We also keep the store clean, stocked and organized because that’s the least we can do to show our customers we respect them.”

A strong community commitment and presenceWe believe in the value of a strong commu-nity commitment and presence built through service, expertise and the personal engage-ment of every Walgreen team member.

“Service events such as charity walks or park clean-ups give us great exposure to the com-munity,” says Matthew Muscato, Birmingham South pharmacy supervisor. “The events also showcase Walgreens as a healthy and daily living destination.”

ON THe cOveR: You’re a Walgreen team member, now what? Josh Wong, pharmacy technician in Brattleboro, Vt., has the formula for success memorized: WAG. The “W” stands for work ethic, the “A” for attitude and the “G” for genuineness – being truthful in your words and ethical in your decisions. (Of course, “WAG” is also how Walgreen stock is listed on the stock exchange.)

PHOTO BY DAVe WHiTe.

come

What we’re all aboutHere are the basics you need to know:

O u r B r A n D

well at walgreens

O u r TA G l i n e (previously “There’s a way”)

at the corner of happy and healthy

O u r P u r P O s e

to help people get, stay and live well

YO u r r O l e

to live the brand every day by bringing health and hap-piness into customers’ daily lives. every team member has an important role.

Get, stay and live well!Being well starts with you, our team members

With a store located within five miles of nearly two-thirds of all Americans, we’re making a name for ourselves

on the corner of happy and healthy. We’re in the best position to help our customers get, stay and live well, but we’re also focusing on keeping team members and the company as a whole, well. We do this by offering health and daily living in a number of ways: filling prescriptions, administering immunizations, providing more healthy food selections and exclusive private brand products.

As a team member, you help our customers be well by introducing them to these products and services. It’s up to you to provide memo-rable customer service so our customers come back again and again.

“Team members can lead customers and patients to ‘well’ by taking our value of caring and

compassion and bringing it right to those folks,” says president and CEO Greg Wasson.

‘My Walgreens’While we’re the nation’s largest drugstore chain, we still strive to be “My Walgreens” for everyone in America – the first choice in health and daily living. To be the most trusted, convenient multichannel provider and adviser of innovative pharmacy, health and wellness solutions, and consumer goods and services in communities across America.

“Walgreens is positioned at the inter-section of two great industries – retail and healthcare,” says Wasson. “As people play a larger role in choosing their healthcare, they’re becoming ‘shoppers’ of healthcare. Nobody is in a better position to help these patients than we are.”

Providing memorable customer service and keeping products in stock will help make sure our customers leave a little happier and a little healthier than when they came in.

THe PATH TO well

The no. 1 retail provider

of flu shots

The most 24-hour stores

and drive-thru pharmacies.

About 70,000 health professionals including

pharmacists, certified immunizing

pharmacists and certified

pharmacy technicians

The nation’s largest retail host of

electric vehicle charging stations,

which we plan to offer at more than

800 locations

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New TeAM MeMBeR WAlGreen WOrlD 1

Snapshots of pportunity

Maxine Goleman When Maxine Goleman was a senior in high school, her mom told her she needed to get a job. “So I went to the Walgreens that had just opened down the street from our house – one of the first 10 stores in the whole Dallas/Fort Worth area,” says Goleman. “I was hired on the spot and told to come back at 2 p.m. that day to start work.”

Things have changed a bit since Goleman’s first day in 1997. Goleman has a college degree and 14 years of store experience, including five years as a store manager.

“My first few years at Walgreens are a blur,” she says. “I was promoted to MGT (manage-ment trainee) when I was 18 and attending the University of North Texas. I worked full time all through school and was the only one of my friends making more than $10 an hour!”

Two months before graduation, Goleman was promoted to executive assistant manager (EXA), and soon after that, store manager.

“My favorite part about running a store is teaching, not just showing or telling people how to do their jobs, but letting them own it,” says Goleman. “When they feel like they have a stake in the store and our success, it produces loyalty and pride – and better results.”

stephen Johnson“Stability was the first thing that attracted me to Walgreens,” says Stephen Johnson, who started his career at another retailer. “I knew the com-pany would provide opportunities if I worked hard and proved myself.”

And prove himself he did. After joining us as a MGT in a store on Chicago’s South Side in 1992, it took Johnson only 19 months to be promoted to store manager. First, he managed a smaller store, then worked his way up to run-ning 24-hour stores.

Johnson was promoted to district manager in 2001 – first in Atlanta, then in Baltimore. In March 2007, his career took a giant leap when he became a Store Operations vice

serViCe Clerk

PHArMACY TeCHniCiAn

siMs COOrDinATOr

MAnAGeMenT TrAinee (MGT)

exeCuTiVe AssisTAnT MAnAGer (exA)

sTORe MANAgeR

MGT

exA

Maxine Goleman store manager 3418 Mckinney Ave. Dallas

sTArTeD: 1997

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Although these team members

followed the career paths outlined

here, please note some position

titles may have changed.

2 WAlGreen WOrlD New TeAM MeMBeR

Snapshots of pportunityNow that you’re a Walgreen team member, your career is looking up. Take it from three individuals as they share advice about career growth at Walgreens.

looking for a promotion?Our Job Opportunity Program may help you.

if you’re looking for a career boost by landing a store, district or corporate position, check out our online Job Opportunity Program. This website lets you view posted openings and helps us find qualified applicants to promote from within. Access the site on storenet: Jobs > Job Opportunity/Posting Programs.

serViCe Clerk

PHArMACY TeCHniCiAn

PHArMACY inTern

PHArMACisT

PHARMAcY MANAgeR

MGT

exA

sTOre MAnAGer

DisTriCT MAnAGer

MARkeT vIce PResIdeNT

stephen Johnson Atlanta market vice president

sTArTeD: 1992

Tapan shah Pharmacy manager 3500 Coffee road Modesto, Calif.

sTArTeD: 1999

president, which is now called market vice president (MVP).

“I live in the store market and help grow a strong drugstore community,” he says. “MVPs also try to align all of our business units, includ-ing stores, in-store clinics and specialty phar-macy, with our overall company strategy.”

Team members often ask Johnson what it takes to get ahead at Walgreens. “When I meet new people, I tell them to remember to love customers,” says Johnson. “Whether you’re a service clerk or an MVP, good customer service will always be your foundation.”

Tapan shahTapan Shah comes from a family of pharmacists who all encouraged him to join Walgreens. “When I started pre-pharmacy school, my uncle told me Walgreens was the best place for me,” says Shah. “He said, ‘Join now and figure out why I’m right later.’ And that’s exactly what I did. I’ve been thanking him ever since.”

Shah joined Walgreens as a service clerk in 1999 and was promoted to pharmacy techni-cian within three months. Two years later, he started pharmacy school at the University of Florida in Gainesville and became a pharmacy intern working part-time after school. In 2005, he earned his degree and became a pharmacy manager within a year.

“I appreciated my team members’ and man-agers’ support while I was in school,” says Shah. “Walgreen pharmacists taught me how to apply my education to real-life patients, and my store welcomed me back every time I returned from school for summer breaks.

“I learned to focus on building relationships with patients,” continues Shah. “This helped me grow as a pharmacist.”

Shah advises new team members to learn from observation. “Walgreens has great team members,” he says. “I recommend looking at what they do, listening to what they say and learning from them. If you work hard for Walgreens, the company will recognize you.”

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How to

succeediN cuSTomer SerVice

Go beyond basic customer service, like Chicago flagship greeter Greg Walsh (below), by making it easy for our customers to do business with us. listen to their needs, provide them with information and help them find what they’re looking for.


if you want to be great in your new job, stick to these three steps when caring for our customers. By making it easy for customers, recognizing them and solving their problems, you’ll go beyond the basics and ensure every customer has an extraor-dinary experience.

step up your service to set us apart:

1 easy. Your job is to make it easy for our customers to do business with us.

You listen to our customers, communicate clearly and provide them with essential information. You and your co-workers work well as a team for the benefit of our customers.

2 Recognize. You recognize our cus-tomers. You get to know many of them

by name and show you care about them. You tailor your interactions with them based on their needs and look for ways to connect with them.

3 solve. You address our customers’ problems even if policies and procedures

don’t offer clear resolutions. You explain why issues have occurred and apologize for lapses in service, whether they’re real or perceived. You also meet the needs of our customers and patients by helping them take control of their health and make better decisions.

Whether it’s remodeling our store layout, adding signs so customers can better navigate

our aisles or enhancing lighting to help customers to find what they’re looking for, we’re

always trying to improve the customer experience. And although they’re important,

these physical changes are only part of our strategy. We want to win the hearts, minds and wallets

of our customers – and we’ll do that by delivering extraordinary customer care.

show your love for customers by listening and responding with information that exceeds their needs, like Missi Alson (left), beauty advisor at our Chicago flagship store, who does it with a smile.

Marvin Oviawe-Osagie, pharmacist at 1530 n. Meridian st. in indianapolis, builds relationships with patients through face-to-face counseling.

Customer experience starts with gOT

g reeT

O ffer

T HAnk

gOT, which stands for Greet, Offer, Thank, defines the basics of what we want to consistently offer our custom-ers – but it doesn’t define the whole experience. To achieve extraordinary care, we have to focus on making a connection with every customer.


Your questions. Our answers.as a new team member, you’ll ask lots of questions, like “what aisle are the extension cords in?” Here are a few answers to get you started . . . but you’ll have to ask a co-worker about those extension cords.

Q what do dM, sIMs and all our abbreviations stand for? why do

we have so many abbreviations anyway? It’s confusing.

A DM is the district manager, and siMs stands for strategic inventory

Management system. every business has its own shorthand, and it’s no different at Walgreens. But we admit, it means more learning for you. Once you have some of our basic acronyms down, you’ll be well versed in the Walgreen lingo.

Q How should we respond when patients ask if we match

competitors’ prescription prices?

A You can tell patients that while we don’t price match, we do work hard

to monitor the competition and offer fair prices. so, while some medications may cost more, patients should see overall savings if they have all their prescriptions filled at Walgreens. The no. 1 way you can help patients save money is by offering generics. for those who qualify, our Prescription savings Club card, rx savings Advisor and 90-day supplies of maintenance medications can also help.Balance™ rewards members will also get 500 points for each prescription filled.

Q why do we have to work on christmas, especially if the

pharmacy isn’t open? People have 364 other days to buy pop, snacks and toothpaste – and the after-christmas sales will still be there on dec. 26. Isn’t family more important than a few more dollars of profit?

AWe realize most people prefer to spend the holiday with their family, but our

customers and patients need us 365 days a year. On Dec. 25, we solve thousands of life’s small emergencies as customers dash into our stores for a package of diapers, more batteries or a gallon of milk. Granted, these items don’t seem as necessary as the hundreds of thousands of prescriptions we fill that day – many for critical pain and heart medications – but they may seem equally important to a customer in need. Our job as a convenient retailer is to meet the needs of those forgetful shoppers, sick patients and people of diverse backgrounds who don’t celebrate Christmas.

But we do try to lessen the pain of working on a holiday. store managers first ask for volunteers to work those days, and they create the holiday schedule well in advance so people can adjust their plans as needed.

Qwhat is fair scheduling?

Afair scheduling is our policy that requires team members who average

30 or more hours per week to work at least one weekend or night shift each week. Besides being fair to everyone, this policy gives us more hiring flexibility because it’s difficult to find people who will only work nights and weekends. We’ve also learned that fair scheduling helps us maintain a consistent level of high-quality customer service, no matter when customers and patients stop by.

Q walgreens seems to do a lot for the community. How can I be

involved in the community as a team member?

A Talking to your manager is a great way to start the discussion on how you

can get more involved in your community. in fact, we have more than 1,300 community leaders who are working to build awareness that Walgreens helps people in our communities get, stay and live well. Your involvement in activities such as blood drives, walks and health fairs will be a big help. see p. 8 for more information on our community involvement.

Q I have more questions! where can I find answers?

A Your first stop should always be your manager. if he or she doesn’t have all

the details you’re looking for, here are some

“The best thing I did as a new employee was to listen to people who’ve been here awhile. They know the store and customers inside and out and like to share their experiences.”Juan BaezEXA in Brattleboro, Vt.

6

other resources to help answer your Walgreens questions:

• OnourBenefitsandPolicieswebsite,you’llfind answers about benefits you’re eligible for and company policies. Visit the site regularly because you’ll see more information as you become eligible for things like sick days and health insurance:

> At work: On storeNet: Policy & Procedure > Benefits > Benefits & Policies

> At home: On employee.walgreens.com: About Me > Benefits & Policies > Benefits & Policies Information

• Wonderinghowtoresetpasswordsorwhattodo in an emergency? We’ve compiled a page of fAQs, arranged by topic:

> On store Net: News > Internal communications > Frequently Asked Questions

> On employee.walgreens.com: News and Publications > Additional links > Frequently Asked Questions

• Tostaycurrentoncompanynewsand what your fellow team members are up to, read our company publications like Walgreen World, This Week @ Walgreens and PRN. if you have a question about any of the publications, send an email to [email protected].

for most questions, your direct supervisor is the best person to ask as some policies vary by location. These numbers can also help:

insurance: 800-TAlk-INs (1-800-825-5467)

To report theft or accounting fraud: 855-wAg-cOde (1-855-924-2633)

if your store is closed due to an emergency: 866-wAgs-411 (1-866-924-7411)

We also have corporate departments that can assist you during business hours. You can reach them by calling the corporate directory main line, 847-914-2500. To locate a department, say “department,” and then say the depart-ment’s name. for example, if you have a question about vacation, personal leave and sick day policies, say “ben-efits.” Or, if you need to talk about a troubling work situation through our Open Door policy, say “employee relations.”

You can find more information about Walgreens, including specific details about benefits, at employee.walgreens.com. To access this website, you’ll need an Authenticator iD and password. if you don’t know your iD, ask your store manager to look it up for you.

let me tell you about the services we offer.JaYme gronneBergPharmacy manager at 16750 County Road 30 in Maple Grove, Minn.


The resources are endless. Have a question? Your manager can point you in the right direction.martina toledoPharmacy technician at 7850 Enchanted Hills Dr. N.E. in Rio Rancho, N.M.

Join our community we take services directly to our customers and neighbors

Throughout our history, Walgreens has been on the front lines of helping the communities we serve. In the 1940s,

Walgreen team members donated blood and took first aid courses during World War II. When Hurricane Isaac pummeled the Gulf Coast with nearly 20 inches of rain in August 2012, we responded with donations of more than $100,000 worth of food products to American Red Cross facilities in Louisiana, Mississippi and Alabama for distirbution to first responders and those in need.

And we continue to serve our communities today. Team members participate regularly in health fairs, fundraisers and health screenings. You can get involved, too, by talking to your man-ager about events you may be interested in.

Walgreens Way to Well CommitmentIn January 2011, we introduced our corpo-rate giving program, Walgreens Way to Well. The program provides $100 million worth of health screenings, preventive healthcare such as education disease prevention and charitable

programs including vouchers for services that are redeemable at select stores. This is made possible by teaming up with AARP, American Cancer So-ciety, American Diabetes Association, American Heart Association, Juvenile Diabetes Research Foundation and Susan G. Komen for the Cure to offer a variety of free health screenings and other wellness programs.

“The only way for a program like Way to Well to really work is to have a strong local presence,” says Lisa Badgley, corporate operations vice presi-dent of Midwest operations. “It’s my hope that it will not only help our customers lead happier and healthier lives, but also bring us closer to the people in our communities.”

The fast track to wellYou may have seen the Walgreens Way to Well Health Tour buses in your community giving health screenings and education on wellness is-sues. Literally going the extra mile by visiting the communities we serve helps build goodwill and awareness of the services we offer. The Walgreens Way to Well Health Tour buses, five in all, simul-

Walgreens Way to Well Health Tour offers free health screenings, valued at about

$100 per person.

• • •

About 10,000 community events take place each year.

• • •

More than 1,300 community leaders organize these events.


secTION

8

Health screenings like blood pressure and bone density are available in our stores and on the Walgreens Way to Well Health Tour buses throughout the year.

Teams members like Dave leone, store manager in Mission Viejo, Calif. (right), serve meals in their community and help spread the word about our flu shots.

Team members walk to raise money at a relay for life event in Parkland, fla. We partner with organizations such as the American Cancer society to help make a difference in the lives of people in our community.

taneously travel to different cities throughout the U.S. and Puerto Rico with trained staff onboard to conduct free health screenings including testing for cholesterol levels, blood pressure, glucose levels, bone density, waist circumference and body mass index. The buses are in each city for a few days at a time, usually stationed at a local event, Walgreens store location and other select locations easily accessible to the community.

leading the communityOur community leaders are store managers who are also responsible for organizing, participating in and engaging a community of three to eight stores in events throughout the year. We intro-duced the role in 2009 to help us become more involved in the communities we serve.

“There’s a difference between just putting our name on a banner and our community leaders actually getting out there, being more involved and encouraging others to participate in the events,” says Mark Wagner, president of Community Management.

Events include toy drives, school visits about health and wellness and the most popular of them all, fundraising walks such as American Cancer Society’s Relay for Life and Susan G. Komen Race for the Cure.

Ask your store manager or community leader how you can get involved in the next scheduled community event. What better way to get to know your co-workers, customers and the community than actually being involved in the community together?

Grace Hatcher (right), certified wellness staff and tour manager on one of our Way to Well Health Tour buses, travels the country visiting an average of 16 stores per month. Hatcher and her team provide free health testing and advice to help people get, stay and live well.

Walgreens Way to Well program provides $100 million worth of health screenings, education to help prevent diseases and

vouchers for services redeemable at select stores.


walgreenworld

Your first week: what you need to knowYou’re new and eager to get started. But the questions start stacking up: when will I get paid? who’s my boss’ boss? do I get any perks? Here are questions to ask during your first week.

wHO’s THe BOss? More than likely, it’s the person who hired you. But to be sure, check in with the manager on duty when you arrive on your first day.

wHO Is MY dIsTRIcT MANAgeR (dM), MARkeT vIce PResIdeNT (MvP) ANd cORPORATe OPeRATIONs vIce PResIdeNT (cOvP)?

Walgreens is organized into Operations divisions, markets and districts. Our stores make up the districts, which are run by DMs. Districts make up the markets, which are run by MVPs. Markets make up the regional operations, run by COVPs. Your manager can tell you your district, DM, MVP and COVP.

HOw cAN I dRess FOR success AT wORk? Your manager will review the uniform policy with you. Here are a few tips on what to wear and what not to wear:

> front-end team members (that’s store employees who aren’t in the pharmacy) should stick to a plain dark blue collared shirt and solid black or khaki slacks.

> Male managers: wear a tie.

> Pharmacists: always wear a white pharmacist jacket with the Walgreens logo. Women should wear it over business casual attire, while men are required to wear a tie.

> Pharmacy technicians and interns: dark blue hospital-style scrubs.

wHeRe dO I geT News ABOuT wHAT’s gOINg ON IN THe cOMPANY?

storenet is our intranet site. it contains company news, helpful documents, policies and more. Ask your manager about your Authenticator iD and password, which you need to use the site. You can log on in the store office, or access the site from your home computer by typing employee.walgreens.com into the browser.

We also produce several company publications to keep you up-to-date on all things Walgreens: Walgreen World, This Week @ Walgreens and PRN. You can find back issues on storenet > news > internal Communications > Publications.

dO I geT A TeAM MeMBeR dIscOuNT? You receive 15 percent off most in-store merchandise, and 20 percent off Walgreens-brand, W brand, nice! and Walgreens.com items. some items, such as cigarettes, liquor, dairy products, stamps, magazines/newspapers and gift cards are excluded. Ask your manager how to receive your discount on Walgreens.com merchandise. for a complete list of team member discounts, visit storenet: Policy & Procedure > employee Purchase Program.

wHAT’s THe sIck dAY POlIcY? You qualify for paid sick time once you’ve worked for the company for six months and at an average of at least 30 hours a week during the most recent 52-week period. After six months, you receive three paid sick days. Once you’ve worked for a year, you receive six paid sick days per year. You can save, or “bank” up to 30 unused sick days for future use. Ask your manager who you should call when you’re sick.

wHeN dO I QuAlIFY FOR OTHeR BeNeFITs, lIke HeAlTH INsuRANce?

After you’ve worked at least 30 hours or more per week for 90 days, you can enroll in one of our health insurance plans. You become eligible for Walgreens Profit sharing Plan and the flexible spending Account after you’ve had 90 days of continuous service and work at least 20 hours a week. Once you’ve reached your one-year anniversary, you’ll also become eligible for a guaranteed company match on your Profit-sharing contributions. An additional match may also be added to your account based on the company’s performance.

dO I HAve TO wORk ON HOlIdAYs? All store team members have to work some holidays. To be convenient for customers, many of stores are open 365 days a year. Check with your manager on how the schedule is set and which holidays you’ll be required to work.

wHAT dOes “wAlgReeNs FAMIlY OF cOMPANIes” MeAN?

We use this phrase to include companies that are owned by Walgreens but still operate separately from Walgreen Co. under a different name: Take Care Health Clinics, Happy Harry’s, Duane reade and drugstore.com are some examples.

for more answers go to employee.walgreens.com: News and Publications > Additional links > Frequently Asked Questions

This special issue of Walgreen World was published by Walgreens Corporate Communications department. Walgreen World, 108 Wilmot Road, Mail Stop #1845 Deerfield, IL 60015 [email protected]

store managers: This edition of Walgreen World is available online on the learning Management system on storenet > learn > [Path] > [Path].

contriButors Brittany Abeijon, steven Cohen, Moriah simpson

design Hennessy Design Group, inc.

Documents

New Employee Edition