Treating customers like royalty is as essential to Publix’s success today as it was 85 years ago. Mr. George knew that making each interaction with customers meaningful meant they would always come back to their Publix. And our associates continue to find meaning in those moments with customers today.
Cashier Comfort Serwah, #456, Savannah, Georgia, knows the value of making the most of each moment with her customers. She was born in Ghana and couldn’t speak much English when she came to the U.S., so she started learning the language by working at a restaurant drive-thru. One day, a customer came through her line — noticing her beaming personality and love for life — and told her she should apply to work at Publix. So she did!
Comfort started as a front service clerk, and within two years, people began telling her she would make a great cashier. At first, she wasn’t sure if she could do it.
“A couple of days into my training I realized, not only can I do this, but I love it!” Comfort said.
She loves to make customers laugh and to hear their stories. Over the years, she’s seen many young customers grow up in front of her eyes — and some have even become Publix associates themselves! She affectionately refers to them as her kids.
“I like to talk to people, even if I don’t know them,” said Comfort. “My favorite thing to do is laugh and joke with them. Some customers come back to the store and tell me, ‘I just came back to talk to you,’ and I love to hear that.”
Comfort believes if you treat customers like your own family, they will always come back. Customers even followed Comfort to Publix when she joined the Publix family 15 years ago because they loved to hear her laugh.
“You can’t fake the kind of joy I get from my job. It comes naturally from my interactions with customers,” said Comfort. “I thank God every day for giving me this life.”
Treating customers like royalty comes naturally to Cashier Comfort Serwah, and she doesn’t limit it to her lane. She greets customers as they’re passing through the front of the store and even when they’re leaving other registers.
