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H-E-B SA39

Serving over 155 communities with 388 stores, H-E-B is the “largest privately held

employer in Texas” (Arnold). This company has also reached the highest number of employees

with over 90,000 partners. With such a competitive business environment, H-E-B has continued

to keep their promise of low prices and fresh ingredients, which helps keep them in business with

the changing social dynamics. More people are shopping from home, and Amazon is able to

cater to their needs easily, therefore H-E-B has continued to increase their competitive edge

while maintaining their bold promise. Being the largest private employer in Texas, this company

is able to stay modernized and caught up with the recent generations and cater to the people’s

needs while keeping their promises. As a specific grocery store on 1604 and Blanco, H-E-B Plus

SA39 is demonstrating, through hospitality and customer service, store layout, and having an

abundance of product variety, that this company is making necessities for Texans’ everyday lives

easy to access all the while providing an enjoyable experience.

Hospitality and customer service is part of H-E-B’s bold promise and there are many

different factors that come into play when a customer walks into the store. When a customer

walks into a H-E-B, there is always a partner that is willing to help guide that person in the right

direction. There are MICs, managers in charge, and their job is to help customers all around the

store and make sure the store is clean. Along with MICs, more partners are scheduled and

helping out customers during peak times so customers can get what they need in a timely

manner. Also, every single partner is required to stop what he or she is doing and help a

customer if needed. In fact, each partner has to watch a monthly video that helps promote

continued customer service improvement. There is also a business center in the store that is

designed to help everyone that has a question, comment, or concern. This space is designed

specifically for customers and anything they might have a problem with. This helps all customers

have an enjoyable experience because they never have to feel like they are being ignored or

cannot approach a partner for help. Hospitality comes into place because a majority of partners

know their customers by name and know something personal about them. There are plenty of

customers that call the store and ask if a certain partner is working that day and at what time.

Going to the grocery store can feel like a chore or sometimes a punishment, but H-E-B SA39

does their best to make it easy, convenient, and an enjoyable experience.

Having a well laid out store is very important when providing customers with the best

experience and that is why H-E-B SA39 is extremely efficient with their space. The store alone

is 86,000 square feet, but the architect made it so that a customer is always in a department rather

than an open space. Although there is not a lot of open space, there is the perfect amount of room

to navigate through the store with a shopping cart. Each isle has enough room for two and half

large shopping carts to go through at a time. This is more than enough space to allow customers

to be at ease when it is busy in the store and trying to get through the aisles in a timely manner

without getting irritated. This helps the overall experience because H-E-B realizes that customers

don’t want to be there for an extended period of time so having room to maneuver quickly makes

that grocery trip much more enjoyable. H-E-B is also attacking their competitors with a program

called Curbside, which gives all customers an option to not even walk in the store and just have

partners shop for them. Because Curbside does not require shoppers to enter the store, this

relieves some space for those shopping for their own groceries. SA39’s ability to lay out their

store becomes a vital part of the overall experience and makes more products easy to access.

There’s nothing better than having a variety of choices and that’s why SA39 is giving

their customers plenty to choose from. In that store alone there are over 100,000 different

products available. This gives the customer a sense of relief because everything they need is in

one store including electronics, kitchen supplies, baby products, cosmetics, clothes, etc. Along

with many different departments there are options within the department. A customer can choose

from prime, natural, organic, or local meats and that’s for every single cut of meat or any other

product in the store including fish market, grocery, and produce. The amount of choices can be

overwhelming, but from a customer prospective, you’re always going to get what you want. The

variety of options is possible through the shipments that come every morning unlike other stores

that come every other day or even once a week and that’s how SA39 keeps their products fresh

and always stocked. This simple idea of having an abundance of variety keeps the customers

happy because they have access to everything they could possibly need, especially in a Plus

store. Whether its department or a product, the customer will always be happier with more

variety.

Ultimately, if H-E-B SA39 did not have these qualities customers wouldn’t be shopping

with that specific store. Customer loyalty is what H-E-B is striving for and with these

components of the store, that is what they are achieving. This loyalty creates relationships and

overall helps connect to their customers at a very personal level. With this, H-E-B is able to give

disaster relief efforts in times of need and overall get to know their customers.

Works Cited

Arnold, Ed. “HEB touts employment milestone,” Austin Business Journal, Apr. 2017. Accessed 13 Sept. 2017.