Communicating Through Crisis
H-E-B’s Senior Director of Corporate Communications, Nhu-Y Lehner, has a lot of wisdom to share about communicating through crises. Having started in her role at the height of the 2020 COVID pandemic, she uses many of the lessons she learned in those first several months to help her Partners and her team thrive in their jobs while managing change and uncertainty.
So, what’s your H-E-B story?
In 2020, when the pandemic hit, I was working for a global snack food company in Plano, Texas. By summer, I found myself looking for a new opportunity following a series of company layoffs. A friend of mine asked if I’d thought about working for H-E-B. I wasn’t super familiar with H-E-B since the closest store was in Waxahachie and I rarely ventured farther than 10–15-miles from home to shop, but as I started researching H-E-B, I was immediately impressed! The origin story of Florence Butt, who started the company while taking care of her ailing husband and two children was particularly inspiring. As a now-divorced, single mother with two daughters, Florence’s perseverance and dedication spoke to me.
Additionally, H-E-B’s spirit of giving and sense of community also aligned with my own personal values. So, I got on LinkedIn and started reaching out to H-E-B leaders. As luck would have it, my story is one of timing and opportunity because it just so happened that a leadership role on the Corporate Communications team was open. I applied and had the opportunity to interview with Howard, which was a memorable moment for me.
How cool! How did the interview process go?
The process I went through stood out to me for several reasons, but the biggest one was that these conversations were unlike any other interviews I’d ever done. I remember preparing for all the standard interview questions but throughout the interview process – especially with Howard – I got the impression that people genuinely wanted to know me instead of just the things I’d accomplished on my resume. I’ve spent the last 25 years of my professional career in public relations and internal communications, traveling all over the world, but the questions I was answering were around my family history, my parents and I moving to America from Vietnam, my childhood travels, and my experiences living overseas in Asia and the Middle East. The interview process told me everything I needed to know about H-E-B — this is a unique company with amazing leadership that really demonstrates that heart for people I’d read and heard about.
What did your journey look like once you got to H-E-B?
Well, I started during the middle of the pandemic, so as you can imagine it has been a high-speed rollercoaster. The challenge of learning a whole new industry and a new company, as well as understanding the Partners and how best to communicate with them, all during a crisis took the phrase ‘trial by fire’ to a whole new level. It’s been really good, though. I was blessed to join an awesome team and I’ve had opportunities to work with people and groups across the company that I may not have had a chance to interact with so quickly and closely otherwise. The best and most inspiring part has been seeing the Spirit of H-E-B really come to life.
What is your favorite part of your job? What’s the most challenging?
Probably seeing how my team collaborates and works with other teams to bring the most effective communications to our Partners. Our goal is to give our Partners the information they need to know and run the business, excel in their roles, and thrive as Owners of the company, and it’s very fulfilling to see that goal take shape. On the flip side, retail is a very dynamic industry and oftentimes the challenge is being able to pivot and change direction seamlessly and quickly, while also staying committed to our communication goals and true to the Bold Promise.
What’s been a memorable moment for you so far?
Winter Storm Uri was a memorable one for me – I’ll never forget how everyone came together to be there for our Partners – it was incredible! I remember so many of us working and taking calls day and night, sometimes by the light of flashlights, to make sure information was getting out to our Partners. Our phones would die so we’d be sitting out in our cars, charging our phones, and having meetings, all while dealing with the personal challenges that the storm brought. During this time, I was so encouraged by our Leaders and Partners, all of whom were exhausted. I deeply admired their commitment to keeping operations going for our customers and the communities we serve.
What’s next for you?
Continuing to evolve our team and grow alongside them as we support the business from a communications standpoint. Also working closely with Store Operations and MWT to streamline and drive more targeted communications; managing all the business communications that our Partners need to excel in their jobs and work through constant change, especially right now with all the uncertainty that people are feeling. I’m also excited about growing our Asian American Pacific Islander Partner Resource Group (AAPI PRG) membership and allyship, and working with our PRG chapter leaders and the my HEB Life team to introduce more AAPI events at H-E-B.
What advice would you give others about working for H-E-B?
To remember that there is value in the insight and experiences that new Partners bring to the table, but to also respect the knowledge and history from seasoned Partners. There’s a seat for all of us as we continue working together to make H-E-B a great place to work and shop.