Consumer rave - Publix

Here is the why and wherefore of this post.

****************************************

November 15, 2007



Publix Super Markets Corporate Office
ATTN: Consumer Relations
PO Box 407
Lakeland, FL 33802-0407

To Whom It May Concern:

This letter is to report on a recent satisfactory exchange with your consumer relations department, and to commend you and your employees on an excellent level of customer service, both at the corporate and at the store level.

To give a bit of background, on a recent shopping trip I found a flyer at my local Publix (Store #xxx) with a great coupon inside. It was the last flyer on the rack, but the coupon, matched with the then-current sale, provided such a good deal that I asked at the customer service desk whether there were any more flyers in the back. The gentleman at the counter could not find any more, but told me that they should be getting more flyers in a week or two. He voluntarily offered to write me a rain check for the sale price, since the coupon, when it arrived, would be valid for several more weeks.

Over the next few weeks, I checked back, but never saw any more flyers in the store. Finally, this past Monday, I returned to the customer service desk and asked whether any more of those particular flyers had come in yet. I was told that the new frozen foods flyers had already arrived, but those were not the ones containing the coupon. It appeared that that flyer had not been replenished.

After I returned home and reviewed my copy of the flyer, I decided to call Publix Consumer Relations and see if they could offer me any assistance in determining whether there were any more copies available. I explained the situation to the representative handling the call, and she took my name and number and told me that she would look into it. I regret that I did not note her name, but she was very gracious and professional.

She was very efficient, too, because I received a message the very next day from Mr. xxx, the manager of my local Publix store. He stated that he had located one copy of the flyer in question, and was attempting to track down more copies from other locations. He left his name and number, asked me to call him if I had any questions, and assured me that he would see that I was informed when and if the other copies became available.

The next day I received a follow-up phone call from xxx at the local Publix. He verified that he had one copy of the flyer in hand, and stated that Mr. xxx had succeeded in locating a shipment of the flyers, which were being sent in from the Florida office and should be in the store the next day. He asked how many I needed, and said that I could come in the next day to pick them up.

I have been extremely impressed with the prompt and exemplary handling of this situation. My inquiry was immediately addressed, and all parties involved went above and beyond what might be considered routine customer service to provide outstanding assistance. The location of the extra flyers and the delivery of those flyers to my local store was an extraordinary courtesy.

This experience only serves to reinforce my positive impression of the level of service and courtesy I have experienced with my local Publix store. In previous interactions with the front desk staff, whether it be over a sale price, a returned item, or a rain check, I have always been met with competence and a sincere willingness to solve the issue at hand.

I write this letter to commend your employees on a good job well done, and to express my appreciation for a company where such a high quality of customer service is valued.

There are some things that money can’t buy. Publix has cemented its good reputation in my mind, and I will continue both to shop there and to recommend it to my family and friends.

Sincerely,



Rose Focht