OUR MISSION -- To provide America’s Veterans, enrolled in VA’s Health Care System, their families, caregivers, VA employees, volunteers, and visitors, reasonably priced merchandise and services essential to their comfort and well-being.

OUR VISION -- As an integral part of the VA community, be an efficient, innovative, customer-driven organization consistently delivering merchandise and services of exceptional quality and value by a knowledgeable, friendly, and enthusiastic team that takes pride in our mission.

OUR CORE VALUES -- The VCS core values symbolize a personal code of ethics, responsibility, and professional behavior that govern the way VCS employees interact with customers and each other. These core values are:

• Integrity – honest, trustworthy and accountable, taking personal responsibility

• Respect – honor the dignity of others by treating all with civility

• Excellence – exceed expectations and accept accountability for operational standards

• Compassion – sensitive to the physical and emotional needs of all
• Commitment – exceptional service through dedication, loyalty and teamwork

OUR PLEDGE -- Our Customer Service Pledge provides a framework for customer service that clearly influences customers to want to make VCS their first choice for shopping and dining.  We pledge to always:

• Smile, first impressions count--An associate never gets a second chance to make a good first impression; to the customer, the associate is VCS.

• Be courteous, friendly, service-oriented--Customers want to be treated as individuals; they want personalized service by enthusiastic associates who are personally committed to their total satisfaction.

• Serve customers quickly and pleasantly--Approach and engage customers first and try to determine or define their needs; don’t wait for customers to have to approach you.

• Be responsive to customers’ inquiries/questions--If associates cannot be responsive to our customers’ concerns, if they do not listen to them and try to satisfy them first, someone else will!

• Accept responsibility and maintain high standards--Each associate takes personal responsibility for the quality of service that our customers receive.

• Listen patiently and find workable solutions--Listening is a courtesy; it helps associates understand customers’ concerns and their needs.

• Be a proud, caring professional--Associates who take pride in the quality of their work are professionals who care - professionals who care about doing more than just what is expected.

• Thank the customer for his/her business--VCS customers have many shopping alternatives. Telling customers we appreciate their business will make them want to return to VCS again and again.

• Provide service … "above customers’ expectations"--Focusing on this primary goal and mission of the VCS will make customers want to choose VCS over the other shopping and dining choices they have.