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A CUSTOMER SERVICE LOVE AFFAIR
June 30, 2005
 

 
As the largest and fastest-growing employee-owned supermarket chain in the United States, Publix Super Markets has long been committed to customer value and involvement as responsible citizens in their communities. The new book, A A Piece of the Pie: The Story of Customer Service at Publix tells how the company has grown from a single store in Winter Haven, Florida of to more than one eight hundred locations with over one hundred thousand associates. The company is now one of the ten highest-grossing supermarket chains in the U.S.

Publix shoppers know that Publix wrote the book on customer service. A Piece of the Pie is that book, with hundreds of stories of employees who have done everything they can, including scrubbing a crusty oven on a day off, to insure that customers are completely satisfied. But the company goes further than that: it is also, according to Fortune magazine, one of the top 100 companies to work for.

“We never want our customers to leave our stores disappointed for any reason. Mr. George always said, ‘If you take care of the product, it will never come back. If you take care of the customer, they’ll always come back.’ It’s a very simple philosophy that I believe our managers really understand,” says company President Ed Crenshaw.

A Piece of the Pie: The Story of Customer Service at Publix was manufactured by FRP in Nashville, Tennessee. Since 1961, FRP has produced more than 800 titles for individuals, companies, and nonprofit organizations from coast to coast. Full support and consultation are available in the creation, production, marketing, and distribution of a cookbook. FRP is a division of Southwestern/Great American, Inc.

A PIECE OF THE PIE: THE STORY OF CUSTOMER SERVICE AT PUBLIX
Available at Publix Super Markets.
$9.95

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