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.
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