Having solid connections with local media and our communities is critical when a disaster strikes. Those relationships help Publix best serve our communities.
Media
Before, during and after the storm, our media and community relations (MCR) teams were in regular contact with local media outlets, including television news channels and newspapers. They provided information our customers needed like where to find changes to store hours or what our product stock conditions looked like. They also shared stories about Publix’s efforts to help those in hard-hit areas.
“Our work is closely tied to what’s going on throughout the company,” said Director of Media and Community Relations Maria Brous. “In many cases, we act as a liaison, making connections between our community partners and retail and support areas.”
Community
When Publix received large requests for product, whether for a donation or a large purchase, the request went through MCR. From there, the team acted as a liaison to corporate purchasing, retail leadership, distribution, manufacturing and loss prevention to work through the logistics behind making the donation or delivery.
In addition to facilitating donations, MCR associates worked with local emergency operations centers to understand how evacuations, road closures and curfews could impact our stores and associates. The information they received was then shared with division vice presidents.
“It’s gratifying to see how much of an impact we’re able to make in our communities,” said Maria. “I can’t think of anything that better reflects what Publix is and who we are than what happened during and after Hurricane Irma: people giving selflessly of themselves to help others.”
Local examples
MCR managers worked with local groups to find ways to help in emergency situations. After Irma, managers in the Jacksonville, Lakeland and Miami divisions received many requests for donations both big and small, and they found ways to help as often as possible. One of the small ways they were able to help was by providing for local police, sheriff and fire departments.
According to Miami MCR Manager Nicole Krauss, “People view Publix as an essential part of their pre- and post-storm lives. We’re almost like a first responder to many of them. So, we feel one of the best ways we can be there for our communities is to support the work of the true first responders in our areas. Providing water and food to the people who are out there keeping our communities safe is another way we can serve our customers.”
“We had so many opportunities to help and so many stories from customers who were grateful for what we were able to offer,” said Jacksonville MCR Manager Dwaine Stevens. “We’re always happy to help our customers and communities.”
Customer care shared an email with Lakeland MCR Manager Brian West from a seasonal customer seeking help for residents at the Sanibel RV Park where she keeps her winter home. Many of the residents were seniors, the phone lines were down and they couldn’t get gas for their generators. She was hoping Publix could provide basic supplies.
Brian reached out to Store Manager Jon Peralto, #648, Fort Myers, Florida, who sent a few associates to deliver food and water. The community responded with enthusiastic thanks, and the out-of-state customer followed her original request with a gushing email of gratitude.
From Harvey to Irma: Help flowed across state lines
When Harvey’s impact on Texas became clear, Publix reached out to H-E-B to donate relief supplies. Two weeks after Hurricane Harvey made landfall in Texas, Hurricane Irma was threatening Florida, and they wanted to return the favor. In the midst of preparations, Maria got a very special email.
“Hi Maria,
…We would like to donate 10 trailer-loads of product to your Hurricane Irma response and recovery efforts.”
On Tuesday, Sept. 12 — a little over 24 hours after Irma passed through central Florida — those 10 H-E-B trailers left Houston on a journey to central Florida, filled with water, ice, batteries, food, diapers and cleaning products. The MCR team worked diligently to find out which communities most desperately needed those products, and then coordinated efforts to deliver them to the impacted areas.
