Welcome FUSION readers!

Tuesday, April 9, 2013

Thank You, Hermitage Publix

In 2011, I finally called it quits on the Donelson Kroger and gave my heart to Publix, completely. For two YEARS I have literally been driving by SIX grocery stores to shop at the Hermitage Publix at Oakwood Commons.

Why? Two words. Customer Service.

For the past few years I have enjoyed the most pleasant shopping experiences. Buying groceries is not my favorite task. It's mundane and repetitive and takes up my time. However, I actually don't mind the weekly chore when shopping at Publix.

I've gone in dressed to the hilt and, other times, looking like a rag-a-muffin after a day at the lake. I always feel like I have VIP status at Publix. It doesn't matter who you are or what you look like. They treat all of their customers with the utmost respect. They look you in the eye. They ask you if you need help and they mean it. They ask how your day is and actually stick around to hear the answer. They aren't bothered by my daughter's weekly request for a cookie. They compliment her on her manners and wink at me. The deli knows how I like my meat sliced and the seafood department has answered countless questions for my curious Kindergartener. She now impresses everyone with her knowledge of lobsters. Plain and simple, they get to know their customers. My coupons are welcomed, rain checks are given freely, and I'm always offered help to the car. In fact, even when it's pouring down rain they have a plan for that too. My favorite employee always chats me up about SEC football and another has developed a bond with my daughter over Build-A-Bear. From the moment I enter the store until I climb back into the car, I am impressed and pleased at every turn.

I'm not quite sure what goes on behind the scenes to ensure that the employees are always so happy and helpful but it's a business model that others should be watching. It's certainly made me a beyond loyal customer.

Yet, after 3 years of bugging your corporate real estate department, I'm finally getting a Publix in my neck of the woods. No longer will I have to pass by multiple, subpar grocery stores to make my weekly purchases. The Hermitage Publix has been good to me. So good. Some wonder why I get so sentimental about it. It's just grocery shopping after all. Grocery shopping or not, I sometimes get the feeling that customer service is a dying art. So forgive me for flocking to one of the few places I can get it on a consistent basis. Your motto is "where shopping is a pleasure." I get it. Totally.

So, thank you, for being what you advertise... and then some.

My new Publix in Donelson has some big shoes to fill. They could learn a lot from you. I hope they don't let me down because I'm kind of looking forward to cutting my drive time down from 25 minutes to 10. It's been a long time coming. :)

P.S. Thank you to the real estate department for making it happen! I was your biggest fan and advocate before Donelson (37214) was even on your radar.


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