AAFES Senior Enlisted Advisor talks to Kunsan Airmen

  • Published
  • By Master Sgt. Claudette Hutchinson
  • 8th Fighter Wing Public Affairs
KUNSAN AIR BASE, Republic of Korea --  The top Army and Air Force Exchange Services enlisted leader met with Wolf Pack Airmen during a discussion forum June 8 to talk about the services and supoprt AAFES provides to them.

Chief Master Sgt. Jeffry D. Helm, AAFES senior enlisted advisor, talked to Airmen about numerous concerns regarding AAFES products and services that directly impact the Kunsan Air Base community.

Some of the main issues were movie scheduling, new shoppette hours, Defense Commissary Agency pricing vs. AAFES, price matching, healthier options at the food court, the AAFES product order shuttle program, and merchandise return policy.

As one of the last remote locations in the Air Force, Kunsan is very unique -- unique location, unique mission and unique community. With a base population of only 2,700, it takes a delicate balancing act to ensure everyone is satisfied with the services AAFES provides.

According to Chief Helm, because Kunsan is a smaller base, with no family members assigned, it doesn't warrant the same resources as larger bases.

That is why Chief Helm took the time to meet members from the Wolf Pack and other bases around the peninsula to hear concerns, solicit feedback and provide answers.

"These forums allow us the opportunity to know what the issues are, and to work with our office in Dallas to get them solved," said Chief Helm. "Never ever walk out of the store not satisfied -- if you are not satisfied, talk to the store manager. If you walk out unhappy we can never make it right for you."

The AAFES motto is "We go where you go."

Staying true to their motto, for more than 100 years, AAFES' mission has been to support the men and women of the Armed Forces around the world during military operations. It is the 43rd largest retailer in the world and grossed more than $10 billion in sales in 2009. More than $317 thousand was returned to the Kunsan community through the dividend program.

Kunsan has many unique requirements and so the local AAFES manager often works individually with customers to fulfill requests. One way she does that is through the shuttle program, where customers special-order items to be shipped from other bases around the peninsula.

"When customers request items we do not have, we contact surrounding AAFES facilities in Korea, Japan and Guam," said Vicky Smith, AAFES manager at Kunsan. "After the merchandise is located, plans are made to have it transferred to Kunsan by truck, air and even the Wolf Pack Wheels."

Airmen were also concerned about price and selection of electronic items and video games at the main exchange. One attendee thought these items seemed more expensive in the AAFES main and online stores compared to other retailers selling similar items.

"We don't always have the lowest prices," said Chief Helm. "But, we offer a price match option for the same items with reputable online and 'brick and mortar' stores."

The Chief reiterated that while AAFES is not always able to offer the lowest prices, they offer price-matching options.

"If a customer sees an item at a lower price, my staff does extensive research to ensure the product is comparable, and that the consumer receives the item at that comparable price," he said.

In December 2009, Consumer Report rated AAFES as number nine out of 20 stores in overall price, quality and customer satisfaction. These are all qualities Ms. Smith wants the Wolf Pack community to know they work to provide here, daily.

"I've taken phone calls or e-mails from the States to have flowers delivered to Airmen loved ones," said Ms. Smith. "I've also made late night and early morning arrangements, for taxis to be available on request, when members of the military and civilian community need a ride."

The Chief, Ms. Smith and the AAFES staff do a lot to go above and beyond, in order to provide the best services. However, there are some areas such as movie options, price comparisons between AAFEES and the Defense Commissary Agency and APO shipping times, that remain areas of concern among customers.

"With the movie selection we work with the movie studios directly," said Chief Helm. "They offer us a selection of first-run movies. We have to accept what they offer in a bundle deal. I review all the movies and then make them available. This way, everyone has options."

The Chief also explained the discrepancy in prices between the commissary and AAFES.

"DECA is appropriated-funded, so their prices are set by the Department of Defense," he said. "But, AAFES has a different business model, we use non-appropriated funding. We have price mark-ups for overhead, salaries, manufacturing, shipping and handling cost, etc.; because of that, we can't price match DECA."

Also, the Chief said shipping times from AAFES warehouses takes three business days within the States, and that he thinks the delay in getting it to an APO address may be due to distribution delays at the port.

The forum was a welcome event by all. It allowed members of the Wolf Pack community to voice their concerns, and for AAFES representatives to receive some valuable feedback and provide viable answers.

"It was good to be able to talk to the Airmen. These forums are very beneficial to us when applying changes and providing better selection of items in our stores," said Sergeant Major James Pigford, senior enlisted advisor for AAFES Pacific Region. "We had some great feedback. I am excited to be here listening to the concerns, and going back to implement the changes."

Based on the forum and the questions that were asked, Ms. Smith says she expects to see some changes soon.

"I expect to see changes in expansion of ladies' clothing, adding less expensive work-out clothing, and adding another movie night," she said.

Tech. Sgt. William Gibbs, 8th Maintenance Squadron, was happy with this response, as those were some of his concerns.

"I appreciated the Chief for being here. I've been to these forums before and I feel we can make a difference," Sergeant Gibbs said. "They are listening to our concerns. A lot of people will express concerns about products and services, but they don't take the time to bring it up."

AAFES is a joint command and is directed by a Board of Directors which is responsible to the Secretaries of the Army and the Air Force through the Service Chiefs of Staff. Because AAFES is a part of the DoD, the company abides by the same chain of command rules as other military organizations.

"If you are not satisfied at the lower levels, use your chain of command. Never leave the store not being satisfied," said Chief Helm. "And, thank you for what you do here. You are doing an important mission. Remember, always communicate your concerns."

"I would like for my customers to know, we are here to provide the best customer service," said Ms. Smith.

Customers can email Ms. Smith at smithvic@aafes.com or call DSN: 782-4415 or 782-4416.