JOSE: I think language has a lot to do with it. Also, it has to do with the way we treat that customer. I mean, you might go into a store and you went there and they don't know you and they give you a prescription.

Here--if you stay here long enough and you see--and you watch it, you know, these customers become friends with these employees. And they go there and they tell their stories. It might not be the most efficient way, and sometimes I say, you know, `It's taking so long. Why is that customer--hurry to the next customer.'

But then you realize that, you know, that's why they're coming to you. They know them. When they come, they say, `How's your daughter? How's your,' you know, `grandmother? Is she better?' And they know. They're in a one-to-one relationship. So that relationship is very, very important. So I think that is extremely important for us.

HATTIE: (Voiceover) I watched Jose work with a customer.

HATTIE: (Voiceover) He even had to borrow his brother's glasses to help her find the right product. Jose listens, thinks and studies to make sure he makes the best recommendation. (Unidentified Woman -- Spanish spoken -- with JOSE)