Customer Care Team Lead Hollie Williams goes above and beyond for a customer in need.

When Customer Care Team Lead Hollie Williams answered a call about an unexpected pharmacy text, she expected a quick fix. Instead, she realized the customer needed much more than technical guidance.

The caller, Miss Ruth, was very worried and searching for answers. Hollie traced the message to a prescription tied to a foster pet that had recently passed away, resolved the issue and kept listening.

As Miss Ruth shared more, Hollie’s perspective shifted. Miss Ruth explained that she was alone and recovering from a stroke. It was only a couple of weeks before Christmas, and she was trying to stretch what she had for herself and the animals she fostered.

Hollie understood the challenges Miss Ruth was facing and looked for a way to help. She arranged a grocery delivery with simple, ready-to-eat items to stock Miss Ruth’s pantry.

“It wasn’t much, but the little things aren’t little to the person who needs them,” said Hollie. “That’s the standard I want to lead with every day.”

Miss Ruth was so appreciative of the support she received that she wrote a heartfelt letter expressing her gratitude for the kindness shown to her. Hollie was deeply touched by Miss Ruth’s words but says she was simply following her heart.

Hollie said, “We’re not only in the grocery business; we’re in the people business,” quoting Mr. George. “I want every customer to have a great experience with me, whether it’s my 1st call of the day or the last.”

She was awarded the Mr. George Gold Coin Award for going above and beyond to help Miss Ruth.

Take a moment to read about other Mr. George Gold Coin Award recipients.

The Mr. George Gold Coin Award is given to associates who embrace the Publix culture and provide premier service the way Mr. George himself would have. Receiving a gold coin means you’ve made a real difference in the lives of others by going above and beyond. Associates can become eligible for a gold coin by receiving praise from customers and associates through customer care and social media, which reviews each submission based on established criteria and guidelines. To recommend an associate for consideration, email the story details to goldcoin@publix.com.