Spring Hill, TN Business Owners - Publix Can Teach You a Lesson

Home Stager with Fresh Perspectives - www.InsideNashvilleHomes.com

Spring Hill, TN  Business Owners - Publix Can Teach You A Lesson




As the owner of a home staging company I try to emulate what the bigger, more successful companies like Borders, Starbucks, and Publix do. Why re-invent the wheel, right?

They are successful for a certain reason - they service their client and don't just sell product, they give them an experience. I will go out of my way to do business with these companies. Who cares if I pay more? To me, it is worth it.

In my small town of Spring Hill, TN the main grocery stores are Publix and Kroger. Kroger has two locations, one extremely close by and the other just a couple miles up the road. The Kroger further out is a MarketPlace store where they carry bedding, artwork, accessories, greenery, lamps, area rugs, and furniture along with, a jewelry store, groceries, and a buffet of ready to eat food. As a home stager, I'm sure you can imagine how much I love going there. The selection of home goods is awesome and I can spend hours in the store looking for items to add to my inventory.

The problem is, I only go there when I have to. The customer service is so poor. I can rarely find an employee who can help me when I have a question. I have also been known to buy 50lb bags of dog food and never, ever have I been asked if I would like some help out to my car.  It's such a shame. Kroger is missing out on a customer who spends a tremendous amount of money.

Publix, on the other hand - now that is the place to go!

Is it as nice as the newer Kroger MarketPlace? No. 

Do they carry fun things like artwork and accessories I can purchase for my business? No.

Are they cheaper then Kroger? On some things, yes, but not overall.

Yet, given the choice I choose Publix every time. Why? Because of the experience. I can always find someone to help me if I need it (even though I shop there so often I rarely need it). They will actually take me to the item I am looking for as opposed to grunting out that it is on some aisle on the other side of the store. I'm always greeted while I walk up and down the aisle.  Every time I check out I am offered help out to my car, even if it is just a gallon of milk and a magazine.

Publix makes it clear they value me as a customer. They go out of their way to give me a shopping experience.  Will I pay more for that experience? Absolutely! So as a business owner, don't you want those kind of loyal customers? How can you give them an experience with you like no other?

Thank you Publix! Not only for the great lesson in customer service, but for giving me an experience every time I visit your store.

Posted by


Anthea Click is the President of Fresh Perspectives Property Merchandising Services specializing in staging vacant homes, model homes and owner occupied redesign in the Middle Tennessee area including:Nashville, Brentwood, Franklin, Spring Hill, Fairview, Murfreesboro, Hendersonville, and Lebanon. She is also a certified CSP Elite instructor, educating agents on how to incorporate staging into their business. For information on staging your home for sale contact us at 615-465-8086 or visit our website www.InsideNashvilleHomes.com



Comments (7)

Andrew Mooers | 207.532.6573
Northern Maine Real Estate-Aroostook County Broker

A good company peddling a good or service provides information quickly, friendly, consistently and gives the customer what they want at the point of purchase, contact or waits with follow up until they enter the buying position and leave the batting circle. A good company, broker, stager, banker to not leave them the customer hanging, waiting. The suggestion about entertainment or an experience in the process is a product of society wanting to have an adventure and kept from boredom needing a Disney event to make it memorable. Give them what they want, ask for. Keep them happy. They are always right and you are only one negative customer complaint form away from the door in competitive times.

Mar 30, 2010 10:29 AM
Kathy Streib
Cypress, TX
Home Stager/Redesign

Anthea- i was fortunate enough to have a similar experience at Wegmans when we lived near DC.  I like to call it the Disneyworld of grocery stores.  The customer service was what kept me driving further in traffic than I had to.  Good lessons for anyone whose business depends upon good client rapport.

Mar 30, 2010 12:55 PM
Liz Jenkins
a fresh space :: home staging & thoughtful organizing - Franklin, TN

Anthea - I do exactly the same thing here in Franklin.  I drive right by 2 grocery stores to get to my Publix where I get awesome customer service every time.  Love the way you relate that business model with ours!

Mar 30, 2010 12:56 PM
Lori Kim Polk
Premiere Home Staging : Home Staging Services - Roseville, CA
Home Stager - Roseville, Sacramento

Great analogy. You know Andrew is making alot more sense. I am starting to understand him ;)

Mar 30, 2010 01:38 PM
Maureen Bray Portland OR Home Stager ~ Room Solutions Staging
Room Solutions Staging, Portland OR - Portland, OR
"Staging Consultations that Sell Portland Homes"

Anthea -- pricing only goes so far in my decisions where to shop ... if it's not a huge ticket item, I'll shop where the service is best too.  We love it when people in the store act like they're the owners and greet you as you walk around, and offer help!

Mar 31, 2010 01:24 PM
Anthea Click
Fresh Perspectives - www.InsideNashvilleHomes.com - Franklin, TN
Nashville Home Stager - Selling Nashville, TN homes quickly!

Andrew - It's important that every employee understands the corporate policies.

Kathy - We small busines owners can learn a lot from the big guys.

Liz - Don't you just love Publix? Thanks!

Maureen - I like the experience and am willing to pay for it.

Apr 01, 2010 01:11 PM
Franklin & Brentwood, TN Homes Mike Nastri
Keller Williams Realty - Franklin, TN
It matters to us as much as it matters to you.

I have taken over the shopping in our house, I simply enjoy going to Publix and seeing the people there.  It has gotten to where I don't care if the price at Publix might be higher, the quality and customer experience trumps all.

Apr 23, 2010 04:22 PM