New face of customer service: Exchange gets upgraded

  • Published
  • By By Senior Airman Amanda Morris and Airman 1st Class Curt Beach
  • 2nd Bomb Wing Public Affairs
BARKSDALE AIR FORCE BASE, La. --  The Barksdale Exchange is getting a facelift in the form of a six-month remodel which is scheduled to conclude February, 2016.

"The purpose of this project is to give back to the people of the base," said Michael Cross, Aarene Contracting project superintendent, who is overseeing the complete remodel. "This building has been here for a while, and it's due for exactly what the project is called, an image upgrade. Plus, people seem happier when things look nicer."

A new roof installation began in June and was completed in August. The current work taking place is an image update and repositioning, wherein the Exchange will update fixtures, paint and floors, along with repositioning the merchandise throughout the store to increase the number of products and vary assortment for customers. The third part of the renovation will install a new air conditioning system.

"This renovation is long overdue. While this facility has been well-maintained, we cannot serve our customers to the best of our abilities if we do not have the brands they are looking for," said Ellen Henderson, Army and Air Force Exchange Service general manager and main store manager. "In order for us to better serve Airmen, their families and retirees at Barksdale, this update is much needed. We want to be part of their lives, so we have to carry what they want."

When Airmen, families and retirees shop at the Barksdale Exchange, the money spent comes right back to support their military community.

"The Exchange retains one third of annual earnings for capital improvements, including building new stores and renovating existing locations," said Henderson. "Barksdale is contributing funding to the project as well, including the move of the post office, the expansion of the Satellite Pharmacy as well as requested partial funds to help offset the cost of the heating, ventilation and air conditioning replacement."

Many new areas are being added to the store for a better shopping experience, including a new beauty bar in the cosmetics section where customers can try on a variety of different products not normally on store shelves and an addition to the toy department where customers can find Disney products at a lower cost than they would be found in a large-scale Disney store.

The Exchange is also moving and revamping some of the current areas. Adding new areas gives the store opportunities to bring in new products, but remodeling the current areas can also provide better customer satisfaction. The refurbished post office, customer service center, hunting area and pharmacy do just that.

The post office and customer service center will now be in the front of the store, enabling workers to assist more customers. The pharmacy, a major traffic driver for the Exchange, is getting more space to operate. The technicians will now be able to carry more prescriptions and help more customers with the addition of three more customer service windows.

The hunting area is also getting a facelift. Moving to the old customer service and post office area, the hunting area will have a larger firearms counter and will be able to showcase more long guns, hand guns and a plethora of hunting accessories.

During the remodel, one challenge the project faces is that the Exchange is remaining open while construction is ongoing around customers and employees. However, customers are still the number one priority.

"We don't close for renovations. Closing for construction is not an AAFES business practice. There will not be any interruption in service," Henderson said. "When we move merchandise throughout the stores, it can be a little chaotic for our customers, but at the end of the day everything is still available for patrons. Every day we make sure we open a safe store for our customers and employees. Our main focus during any kind of renovation is that our customers shop in a safe environment."

The Exchange's enduring mission is to make the lives of Airmen better through goods and services provided.

"Roughly two-thirds of Exchange earnings are paid to military quality-of-life programs, including the Family Child Care program, Youth Center, the fitness center and more," said Henderson. "In 2014, the Exchange returned more than $508,000 to support Barksdale programs."

The grand re-opening is tentatively scheduled for March.