By George Anderson
Publix Super Markets' founder George Jenkins told Forbes in 1985, "There's no secret to our success. We're not the only people who treat their people well, we just make a bigger deal out of it."
Making a bigger deal of taking care of its own employees has certainly worked for Publix, which has produced positive numbers for forever, it seems. Just ask Chuck Gilmer of The Shelby Report. Earlier this year, speaking to The Ledger, he said, "It's the same thing every quarter, every year. Their news is always good."
Taking care of its own has created a culture of customer service that has generated legions of loyal customers.
Gene Hoffman, president of Corporate Strategies International and RetailWire BrainTrust panelist, said, "Publix has always been tuned in to the needs of its customers better than its chain-store competition. They seem to have done an awfully good job of convincing people. They will do whatever these people want them to do."
Not everything the chain has touched, however, has turned to gold.
The Ledger points to Publix' venture into online grocery, PublixDirect. Launched in 2001, the business did not find the audience the chain was looking for and it was closed two years later.
But, even in the case of the failed PublixDirect, many see a strength that separates Publix from competitors -- having the ability to know when to get out of a losing venture.
Moderator's Comment: Ranked in terms of importance, what aspects of Publix' business and/or corporate culture have made it so successful? - George Anderson - Moderator