Even Publix Has Bagged It on Customer Service

15 Oct Even Publix Has Bagged It on Customer Service

I would have thought someone was embellishing had it not happened directly to me. Yes, my beloved Publix shocked me with what I call “Interrupted Customer Service.” Here’s how it happened:

It was a normal busy Sunday afternoon. I was checking out when all of sudden, the bagger (let’s call her Beth) simply walked away. When I noticed runaway bagger Beth had obviously moved onto bigger and better things, I began bagging my own groceries. Let’s further paint the picture—there were three managers standing less than 10 feet from me watching. The cashier (we’ll call her Gladys) has now noticed I am the new bagger, and she asked in a puzzled manner where Beth went. When I responded I didn’t know, Gladys called over one of the managers. Then, the manager asked me where Beth had gone. At this point, I truly think I am on Candid Camera, so I say laughingly, “I don’t know; I don’t work here.” Keep in mind, I am bagging my groceries throughout this entire exchange. At no time did anyone offer to help me. They became so caught up that Beth had disappeared instead of tending to the customer’s needs at hand.

This incident illustrates how your reputation for outstanding service can be interrupted by just one employee. There were several opportunities to recover my experience, but Gladys and the manager were so thrown off script that they didn’t know how to properly react. How could they have handled the situation? There were at least three opportunities to overcome any negative remnant of my shopping experience:

1. Gladys apologizes for the piling-up groceries and immediately calls over a manager to assist. Calling over the manager shows that customer service is important.
2. The manager steps in to bag the groceries. The manager shows that customer service is a team effort.
3. Publix has a $5 coupon to offer me for my inconvenience. The small token of appreciation almost guarantees a return visit.

This example could easily apply to your company or business. Do not lose sight of what is most important—creating an exceptional experience. Do not be so consumed with what happened that you fail to improve the situation at hand.

Publix’s tagline is “Where Shopping Is a Pleasure.” It is a pleasure to shop there, and I will continue to do so. But I must admit the next time at checkout, I hope great customer service is in the bag.

In a final perplexed moment, as I was walking out, Beth waved at me. She was the new cashier in Line 2.