Year after year, Publix recognizes stores in each division that excel in customer service, in safety and in growing our pharmacy business. These stores and their associates are recognized for going above and beyond in one of these three key areas. They exemplify our Publix culture and lead the way toward building a better tomorrow, just like Mr. George would have wanted.
Customer Service Excellence winners
Safety Award winners
Rxcellence Award winners
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Within each segment, the award-winning managers shared their thoughts on the importance of their store winning the award.
The photos below feature the associates who were recognized for their contribution to excellence at their division’s leadership conference.
Cheers to premier customer service
The Customer Service Award for Excellence recognizes associates who lead in providing premier customer service. Winners are chosen based on results from Associate Voice Surveys, customer voice surveys and mystery shopping, as well as select financial indicators.
One winning store from each division receives an in-store banner, $500 for a store celebration and an advertisement recognizing the entire store team in their local daily newspaper. In addition, each associate receives a lapel pin to recognize the service contributions they’ve made.
Atlanta Division
#1031, Franklin, Tennessee
Store Manager Selena Shaffer
- What was your reaction when you heard your store won this award? I was surprised and so very proud of my team, without the whole team being engaged we would have never been able to achieve such a prestigious award.
- How do you and your associates provide premier customer service? We follow in Mr. George’s legacy and treat our customers like Royalty – making every effort to make the shopping experience a pleasure.
- What advice do you have for other stores to improve their customer service? Our vision at #1031 is to be the best possible Publix. I share this vision with my team so it has become the vision of the whole team. When you engage with your associates daily, it creates a spirit and unity to want to be the best at everything you do.
Charlotte Division
#1379, Clemson, South Carolina
Store Manager John Mulligan
- What was your reaction when you heard your store won this award? Shock. I just finished up my rookie year as a Store Manager and was attending my first Divisional Leadership Conference, so it was very unexpected!
- How do you and your associates provide premier customer service? In the words of Mr. George, we treat every customer like Kings and Queens! I think the foundation of premier service starts in the interview process. You have to find the right people to take care of your customers, all of technical aspects can be taught, but you can’t teach personality.
- What advice do you have for other stores to improve their customer service? Be involved with your team, get to know them on a personal level. Be available when they need you even if that means staying late, coming in early or on your day off. Happy Associates = Happy Customers!
Jacksonville Division
#1377, Dothan, Alabama
Store Manager Jeff Collins
(Two-time winner)
- What was your reaction when you heard your store won this award? I knew my team did a great job in 2015. Since we won the award the year prior, I was shocked when I heard our store called for the second year in a row.
- How do you and your associates provide premier customer service? One customer at a time. I know it sounds cliché, but it is true! Our team understands this is what we have to be GREAT at.
- What advice do you have for other stores to improve their customer service? It takes a genuine commitment from everyone in the store. You have to have a service mentality. You have to truly want to help others. So, I believe it starts with the hiring process and then everyone setting the example every day.
Lakeland Division
#1305, Parrish, Florida
Store Manager Kim Taylor
- What was your reaction when you heard your store won this award? I was thrilled! When my store was called, it took a few seconds for it to sink in. It was very unexpected, and I am so proud of my associates and managers for this accomplishment.
- How do you and your associates provide premier customer service? We simply serve our day-to-day customers like Queens and Kings. And when there is an opportunity to stand out to make a situation right, we go for it!
- What advice do you have for other stores to improve their customer service? Hire, train and retain the right people. People say, “It starts at the top,” but what is important is where it ends. That’s the moment of truth — and that is with the associates.
Miami Division
#658, Miami
Store Manager Brian Aten
- What was your reaction when you heard your store won this award? It was a truly humbling and an honorable feeling to receive such a prestigious award. I was very proud to read that all of the hard work and dedication from the managers and associates was acknowledged and awarded for their outstanding customer service throughout the store.
- How do you and your associates provide premier customer service? It is our mission here at Dadeland to provide premier customer service in and out on a daily basis. In doing so, we efficiently and effectively execute our premier customer service by treating every customer as kings and queens.
- What advice do you have for other stores to improve their customer service? Eliminate the word “no” from your vocabulary, embrace the servant mentality, and relentlessly insist on giving the experience of a Publix commercial to each and every customer. Challenge your managers and associates daily on being the best at what’s most important to Publix — CUSTOMER SERVICE!
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Identifying safe practices in the workplace
Associate teams who receive the Safety Award consistently strive to make their location a safe place to work. They cultivate an environment where safety is a top priority for everyone. A single store in each division is selected based on results that demonstrate their team’s commitment to safety, with practices such as low incident frequency and cost rates, as well as how each location proactively manages their safety concerns.
Winning stores receive $500 to host a celebration of this recognition, and each associate receives a lapel pin to honor their contribution to safety.
Atlanta Division
#86, Roswell, Georgia
Store Manager Jim Watterson
- What was your reaction when you heard your store won the Safety Award? I was very proud. My team here at #86 works very hard to “Do it Right” in all aspects of activity.
- How do you and your associates make sure your store is a safe place to work and shop? It starts with have a super clean and organized facility. Our department managers have truly embraced WSO. Once things are organized, we can proactively see safety hazards and work on instilling safe habits. Paper towels, cutting gloves and slip resistant shoes are not viewed as PPE, but as part of our uniform. Our associates aren’t aware that they are doing extra safe behavior, it’s how they have come to work every day.
Charlotte Division
#35, Simpsonville, South Carolina
Store Manager Todd Miedona
- What was your reaction when you heard your store won this award? I was very excited to find out that our team at #35 had won the Safety Award because of all the hard work they had put into ensuring that our customers and fellow associates are safe when they enter our store for work and have a great shopping experience.
- How do you and your associates make sure your store is a safe place to work and shop? Always being aware of our surroundings and continually coaching our team, from how we load product to carrying our paper towel in the back pocket for quick clean ups.
Jacksonville Division
#733, Ocala, Florida
Store Manager Andrew Schoup
(Manager since August 2015)
Store Manager Charles Trout
(Manager through July 2015;now at #1477, Ocala)
- What was your reaction when you heard your store won the Safety Award? I felt great pride in my associates for showing the level of ownership it takes to ensure not only their safety but also the safety of our customers.
- How do you and your associates make sure your store is a safe place to work and shop? It is really is as simple as everyone doing their part and following the procedures set in place by our leadership. We have instilled a culture of safety by having daily huddle meetings, TIP checks, and regular sales floor checks.
Lakeland Division
#1373, Tampa, Florida
Store Manager Rick Tucker
- What was your reaction when you heard your store won the Safety Award? Since I was unaware that we were receiving this award, I was very excited and honored that our associates were chosen for this recognition. When an award like this is received, it is truly a team effort, one in which takes days and days of dedication and perfection. Receiving the award in front of my peers and leadership was quite an honor. But sharing it with my team was really the special moment that I will remember for a long time to come. For many associates, knowing they helped bring the trophy home made the award more personal to them.
- How do you and your associates make sure your store is a safe place to work and shop? Well, it’s really quite simple. The key to our success has been Associate Awareness. Simply being informed sets our associates up for success when dealing with diverse situations as they arise. Our management team effectively communicates the importance of practicing simple safety and challenges them to pass on this knowledge to their peers. We ask that our associates become safety police and help each other in this task. In addition, our IPT Team has done a great job of educating associates who use slicers, helping to reduce one of the most costly accidents for our company. It all starts at the top. Be right, look right, and be a good steward for our stockholders.
Miami Division
#401, Jupiter, Florida
Store Manager Peter Clayton
- What was your reaction when you heard your store won the Safety Award? I was thinking in my head — Store 0401, Jupiter — as they announced the award. Then, I realized they really did call my store number! It was like a dream going to the stage to accept the award. It took a few minutes for it to sink in when I returned to my seat.
- How do you and your associates make sure your store is a safe place to work and shop? We have safety meetings in a timely manner with our safety team. There are several visual reminders in every department about safety and injury free days. Associates are constantly praised for using proper PPE and working safe. Every day safety is discussed in every department in huddle meetings. These huddle meetings are held in the morning, afternoon and evening before department managers go home. We just put an emphasis on safety and I am very proud of my team and their efforts.
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Knowing the right prescription for business
The Publix Pharmacy Rxcellence Award celebrates pharmacy teams who go above and beyond to provide premier service, grow our business and demonstrate leadership in executing the Publix strategy.
One winning pharmacy in each division receives a plaque and is featured in a video interview that showcases their successful strategies and is shared with all other Publix pharmacies. Each pharmacy associate from the winning stores receives a lapel pin to serve as recognition for the contributions they’ve made.
Atlanta Division
#1420, Oxford, Alabama
Pharmacy Manager Whitney Arenth
- What was your reaction when you heard your pharmacy team won this award? I was ecstatic! We are a new pharmacy, open just 3 years, so to win such an award so soon was amazing. I feel it speaks highly of the team we have here at #1420. I cannot say enough about my partner, Jeremy Arnold, and technicians, Terry Smith and Micaela Truett. Without their efforts to improve and grow our pharmacy, we would not be the winners of this distinguished honor.
- How do you and your associates provide premier service to your pharmacy customers? There are approximately eight different pharmacies located within a 10-mile radius of my store. I want to treat my patients/customers like they matter to me. I take pride in learning my patient’s name and recognizing them on site. I take the time to let them know they are important to me, not just another prescription. I ask about grandbabies and fishing trips. I want them to know that I am vested, not only in their lives, but in their health. I want them to know me by name and feel confident in calling me with questions. I want them to know they have an advocate in me. The team I have assembled around me facilitates this ideology to the fullest potential. I would not be the manager of an award-winning Rxcellence store without my team, and I cannot thank them enough for their tireless efforts in maintaining this culture.
- Give us one good example of how your pharmacy team grows our business? This year when we realized that PEEHIP would pay for flu shots at no charge at the retail level. We faxed an information sheet to every single school in the three surrounding counties informing them of this! This was the first year for PEEHIP to cover flu shots not at the school sponsored flu clinics, so we had to get the word out!
Charlotte Division
#483, Summerville, South Carolina
Pharmacy Manager Connie Owens
- What was your reaction when you heard your pharmacy team won this award? I was ecstatic to hear that my team won! This is certainly something to be very proud of, and my team is very excited to represent the Charlotte division. We have a great staff of pharmacists and technicians who work very hard to ensure our customers are happy. It is great to be recognized with the Rxcellence award!
- How do you and your associates provide premier service to your pharmacy customers? My team is consistently providing premier service to our customers. We always help with WLB and are conscientious of the PDT to make sure that we are working to the best of our ability to meet these goals. Our team realizes that PDT is an important tool for providing premier service. With our volume, we definitely utilize this feature to the max. Sync and ERP have become a major asset for Team 483. We always try to find manufacturer coupons for our customers to help save them money, and we make sure to get to know our regular customers by name. Our customers appreciate this. We offer a delivery service to a retirement home every Friday. These customers are often not able to drive, and they definitely are very grateful that we offer this service.
- Give us one good example of how your pharmacy team grows our business? This year, we had our first off site flu clinic. At this clinic, we met several new customers who have since started filling their prescriptions here. Our delivery service has provided us several new customers as well. We have started filling prescriptions for several patients there simply because we offer delivery. We also have some of our associates that volunteer at a local free clinic. At this clinic, they let most of those patients know of all the programs that Publix offers (free antibiotics, Lisinopril, Metformin, Amlodipine). These patients are very appreciative of this as well.
Jacksonville Division
#695, West Melbourne, Florida
Pharmacy Manager Doug Drummond
- What was your reaction when you heard your pharmacy team won this award? Our pharmacy supervisor Augie Alvarado led us to believe that we had were the runner up for the award. We here happy that we were even considered for the runner up, but were determined to do even better next year to improve our immunizations and have a better dashboard. A few hours later we received calls from Sean, Andy and Fred to congratulate us on winning. My team was completely floored. All of the flu clinics, MTMs and patient deliveries paid off to show what a great job my team has done to provide premier customer service! I think I texted everyone in my family, all my friends from pharmacy school and the local pharmacists. We were so proud to recognized for all of our hard work.
- How do you and your associates provide premier service to your pharmacy customers? We provide premier customer service by trying to search for copay assist on all brand name medications. We immunized 62% of stores associates with the flu vaccine. We had three offsite clinics at stores #215 and #264, and my church – Calvary Chapel of Melbourne. We do deliveries to a local assisted living facility every day. We consistently keep our wait times less than 15 minutes and rwp > 90%. We go above and beyond on WLB with the technicians doing 200-300% and rph doing 200%. We have maintained a score of 4 in Outcomes. Our inventory day supply for Feb 2016 was the second lowest in the company.
- Give us one good example of how your pharmacy team grows our business? Immunizations allowed our volume to increase. I believe we went from 300 immunizations to over 500 in 2014 and now over 800 immunizations in 2015. Our goal was to get every senior to get multiple immunizations. A high dose flu vaccine, Prevnar, Tdap, and Zostavax. We turned a $60 high dose flu vaccine into greater than $300 in sales just by asking if they received other immunizations. By providing the additional immunizations we were able to build a better rapport with our patients and in turn see our item counts increase by 17% in 2015.
Lakeland Division
#643, New Port Richey, Florida
Pharmacy Manager Shamir Patel
- What was your reaction when you heard your pharmacy team won this award? When Fred called and gave me the news, I was both surprised and excited for the entire team. This award reflects on their hard work and commitment to achieve the very best.
- How do you and your associates provide premier service to your pharmacy customers? By offering and enrolling eligible customers in our Sync-Your-Refill program, patients prescriptions are refilled automatically and they can pick up all of their prescriptions in one monthly trip. The goal is to improve patient health by making sure they remain adherent to using their medications. Patients who understand the benefits are more likely to take their meds appropriately.
- Give us one good example of how your pharmacy team grows our business? For patients using Publix Pharmacy for our free meds, we take time to get to know the customer, explain to them that we are a full service pharmacy, and encourage them to transfer any other medications they may be taking. These companion prescriptions help us grow our business.
Miami Division
#819, Port Saint Lucie, Florida
Pharmacy Manager John Fitzgerald
- What was your reaction when you heard your team won this award? I was very surprised and happy. I was speechless.
- How do you and your associates provide premier service to your pharmacy customers? We make sure that every customer that comes here leaves happy and is looking forward to coming back for more. We make sure that no customer walks. If our pharmacy is out of stock, I will go and pick it up at another Publix store.
- Give us one example of how your pharmacy team grows our business? Customer Service. We treat each customer like family.
