Ex-Publix VP's Book Lauds Customer Service
Posted on: Monday, 11 July 2005, 09:01 CDT
Jul. 11--Joseph Carvin, former vice president of human resources at Publix Super Markets Inc., is convinced customer service at the chain's 850 stores is the best thing since sliced bread.
"Publix is the model of the supermarket industry," said Carvin, who worked at the grocery giant for 11 years before retiring in 2003 to devote time to writing.
Now you can buy his book about Publix's customer service strategy -- along with sliced bread -- at any of the Lakeland-based company's stores. "A Piece of the Pie: The Story of Customer Service at Publix" (price: $9.95, or 5.7 cents per page) raves about the store's relationship with customers.
Carvin includes more than 40 letters and countless stories from customers praising the store's employees. There's the tale of a bagger who returned a purse he found with $3,000 in it and the story of a manager who sent an 8-year-old a gum ball machine after the child complained that his local Publix no longer had one.
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Source: The Palm Beach Post
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