Service means different things to different people, but almost everyone can agree service is one of the main ingredients in choosing where to shop. Our customers are no different — they expect premier service every time they shop at Publix. A few of our associates shared their thoughts on why service is important and what motivates them to keep our customers coming back.
Assistant Store Manager John O’Neal, #566, Acworth, Ga., knows exactly what providing premier service to customers means, and he works to make sure it happens in his store every day. Growing up, John’s father owned a grocery store, so providing service to customers was ingrained in him as a child. His father and the many store managers he’s worked with over the years have been his role models for providing premier service.
“Service is important to me because I’m a giver at heart. Whether I’m helping a customer locate a product or changing their tire, it’s a part of my life,” John said.
Front-service Clerk George Jennings, #1127, Lake Mary, Fla., has been with Publix for 13 years, and every single day he remembers the most important piece of his uniform — his smile. It makes him feel good to know his customers are satisfied and will be coming back to receive the premier service George loves to provide. He believes good relationships with his customers make them loyal. George knows the bagging preferences of his regular customers and even their children’s names and birthdays.
“People like to know they’re appreciated. That’s why they drive past competitors every day to come to Publix,” George said.
Customers are treated like queens and kings at #1394, St. Petersburg, Fla., from the moment they walk through the door. Store Manager Joe Galati tries to make sure every customer has a memorable shopping experience by creating a personal connection with them. He believes the mentoring he’s received from Regional Director Jim Herring, District Manager Jeffrey Stilwell and the store managers he’s worked with has played a major role in developing him into the service-focused leader he is today.
“We should serve customers the way we’d want our own parents, spouses and family members to be taken care of — the same way Mr. George intended,” Joe said.
Grocery Replenishment Specialist Gary Christie, #749, Stuart, Fla., enjoys making his customers happy. Talking to customers about products and how their day is going makes them not only want to come back to shop at Publix, but also to see him. Gary believes our culture and service make us successful and separate us from the competition.
“Helping customers and making sure they’re happy makes me feel great, but it also lets me know I’m doing my job,” Gary said.
Although she’s only worked at Publix for two years, Senior Purchasing Analyst Megan McAvoy has already proven herself as a service role model. She believes service is part of who we are, and it’s something we all have control over. More than once she’s faced supply issues that could have affected the production of our manufacturing plants, but chose to go above and beyond to make sure her customers in the plant and our retail customers were served and the situation was resolved.
“When we’re faced with challenges, I choose to look at each situation with a positive outlook. As a team, we can work through anything,” Megan said.
Publix News Live: The Look of Premier Service
Watch Publix News Live to hear our associates tell their stories about providing premier service to our customers and why service is important to them.
