Each year, Publix recognizes store teams who excel in specific areas. Mr. George believed in recognizing stores and associates for jobs well done, and these awards have become part of our culture. Each award reminds us of the importance of providing premier service, working safely and growing our business.
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Recognizing premier customer service
Recognizing safe todays, better tomorrows
Recognizing growing the business
Recognizing premier customer service
The Customer Service Award for Excellence recognizes associates at one store in each division who excel at providing premier customer service. Winners of this award are selected based on results from associate voice surveys, customer voice surveys and mystery shopping, as well as some financial indicators.
Winning stores receive 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
Store Manager Pat McPherson
#799, Peachtree City, Georgia
What was your reaction when you heard your store won this award?
At first, I was shocked and surprised. I’m very excited and proud of our team.
How do you and your associates provide premier customer service?
First of all, we have great people who care about each other. In turn, everyone is willing to help each other to provide the best service possible.
What advice do you have for other stores to improve their customer service?
Once you hire the right people, create that team atmosphere by rewarding positive behavior. Associates will take care of the rest.
Charlotte Division
Store Manager Charlie Siegel
#1412, Indian Land, South Carolina
What was your reaction when you heard your store won this award?
It was a pleasant surprise and humbling to say the least. I must recognize Chris Cook, #602, Greenville, South Carolina, for laying the ground work for making sure customers are treated like queens and kings. I’m very happy and proud of my team for winning this award. It was one of the best feelings in my Publix career.
How do you and your associates provide premier customer service?
We try to be Mr. George to our customers and live up to his legacy. We strive to learn our customers’ names, get to know them and treat them like family. Providing service is part of our culture. It’s more than doing a job; it’s a way of life.
What advice do you have for other stores to improve their customer service?
You need to be on the sales floor moving around like a bee. Don’t wait for customers to come to you to recreate the wow factor. Use the 10-foot-10-second rule to capture them. When customers enter our stores, they’re our guests. We have to give them the best possible experience and be sincere too. Also, if you treat your associates right, they’ll treat your customers right. I wholeheartedly believe in that.
Jacksonville Division
Store Manager Jeff Collins
#1377, Dothan, Alabama
What was your reaction when you heard your store won this award?
I was very surprised. It’s a humbling feeling to know that with Publix’s high standards, our team has been singled out as a store that excels at providing service. Winning this award is a high honor.
How do you and your associates provide premier customer service?
I believe it starts with having a servant’s mentality. Everyone here understands the importance of providing premier customer service to our customers and community. I’m blessed to have a good team and that’s what we are here to do.
What advice do you have for other stores to improve their customer service?
Set the example every day and your team will follow. When associates see everyone else delivering customer service, it becomes contagious.
Lakeland Division
Store Manager Veronica Hedgecock
#1011, Palm Harbor, Florida
What was your reaction when you heard your store won this award?
I couldn’t believe it. It took a while for it to sink in. It was very overwhelming. I was very excited and so proud of my team. Words cannot describe how honored I am for my team to win this award. It’s so nice to be recognized for making sure our customers feel welcome and treating them right.
How do you and your associates provide premier customer service?
I have the best associates and customers so when you’re dealing with nice people, providing premier service just comes natural. At our store, we engage our customers and make sure they are happy and leave with what they came for. Mr. George founded this company on service, and what a simple thing you can provide.
What advice do you have for other stores to improve their customer service?
Make an effort every day to ensure your associates are having fun. When they are happy, they’ll make other people happy.
Miami Division
Store Manager Andy Delong
#1395, Palm Beach, Florida
What was your reaction when you heard your store won this award?
I was surprised, delighted and humbled. We take a lot of pride here at providing customer service and it’s a meaningful thing to be recognized. I sent an email to congratulate our team before I got back. They were very excited to win this award.
How do you and your associates provide premier customer service?
Our whole team is on the same page. We understand the little things are what count.
What advice do you have for other stores to improve their customer service?
The biggest thing is to be on the sales floor. Engage with customers as many as you can. And get your associates to do the same. Have fun with your customers and associates. You can be serious and have fun at the same time. We’re always busy, but blending those things together are important and worthwhile.
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Recognizing safe todays, better tomorrows
Associate teams who receive the Safety Award consistently strive to make their facility a safe place to work. When our associates work safely, they help us build a better tomorrow. One store in each division is selected based on results that demonstrate their team’s commitment to safety, such as incident frequency, cost rates and how each location proactively manages safety. The award also recognizes one distribution center and one manufacturing facility, which will be announced at a later date.
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
Store Manager Rick Harden
#636, Woodstock, Georgia
(now at #1064, Canton, Georgia)
What was your reaction when your store won the Safety Award?
“I was very surprised. I knew there was a chance, but several stores were deserving. This is the second time a store I manage has won the award.”
How do you and your associates make sure your store is a safe place to work and shop?
“It’s all about awareness. It’s part of our weekly managers’ meeting — we bring awareness to opportunities and focus on improving. It’s important to coach associates to follow the proper techniques and praise correct behaviors.”
Charlotte Division
Store Manager Mark Brannock
#1095, Columbia, South Carolina
(accepted by District Manager Mike Jelenc)
What was your reaction when you heard your store won this award?
“I was thrilled, but at the same time, so sad I couldn’t be there — I was at home sick.”
How do you and your associates make sure your store is a safe place to work and shop?
“Safety starts with being involved with your associates. When I hire each associate to work at my store, we go over the expense of shrink and injuries to Publix and to us as company owners. I start my day by developing relationships with my associates. Coaching comes second, because it’s important to build that trust with your team and have a positive work environment.”
Jacksonville Division
Store Manager Steven Harter
#1042, Palm Coast, Florida
What was your reaction when your store won the Safety Award?
“We’ve been good when it comes to safety, but it was still a surprise to be tops out of 250 stores [in the division].”
How do you and your associates make sure your store is a safe place to work and shop?
“Safety is important to me, so it’s important to my team. New associates are paired with a mentor who helps coach them through their first few weeks. For example, new deli associates go through a safety briefing before they ever use the slicer, and grocery associates learn about safely using the power jack.”
Lakeland Division
Store Manager Don Shaffer
#1252, Ave Maria, Florida
What was your reaction when your store won the Safety Award?
“It was an honor — I was completely surprised.”
How do you and your associates make sure your store is a safe place to work and shop?
“It takes a team to receive the Safety Award, and we did it by following the established best practices. I have a new PreventionPlus team, and they’ve done a great job of communicating safety initiatives. At each managers’ meeting, we talk about opportunities we’ve seen and how to coach associates to work safely.”
Miami Division
Store Manager Corona Brown
#1093, Stuart, Florida
What was your reaction when your store won the Safety Award?
“I was shocked — I wasn’t expecting it at all.”
How do you and your associates make sure your store is a safe place to work and shop?
“My assistant store manager and I are on the same team, and each week, we have focus items we look for. We have a great PreventionPlus team made up of veteran associates who look out for each other. It comes down to communication and coaching. When Publix has a focus, I communicate that to my associates, so we all know what’s expected of us.”
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Recognizing growing the business
The Publix Pharmacy Rxcellence Award celebrates pharmacy teams throughout the company who go above and beyond to provide premier service, grow business and demonstrate leadership in executing the Publix strategy.
The winning pharmacies receive a plaque, and each pharmacy associate receives a lapel pin to serve as recognition for the contributions they’ve made.
| #506, Aiken, South Carolina Pharmacy Manager Denise Kessinger  |
#19, Jacksonville, Florida Pharmacy Manager Renee Hunter  |
| #1132, Booksville, Florida Pharmacy Manager Brittany Finley  |
#1079, Weston, Florida Pharmacy Manager Phuc Phan  |
