Over the past few months, I’ve written three different Facebook posts about the exceptional service I’ve received at my local Publix.
That may sound unusual. After all, how often do you write about buying groceries?
I believe exceptional service deserves recognition. Too often, we notice mistakes while overlooking the everyday decisions that quietly create remarkable customer experiences.
Recently, I was attending Beach Bliss, an event hosted by Higher Vibe Solutions, an incredible nonprofit that creates meaningful support systems for first responders, veterans, and frontline medical professionals. I had volunteered to also donate cookies for their Cookies for Cops collection.
There was just one problem.
I forgot to order them.
I called Publix hoping to purchase one of their 100-cookie bakery platters, but I needed it in about thirty minutes. Normally, those platters require a 24-hour notice.
At first, I was told they could prepare the platter that day—but not in time for me to pick it up before I had to leave.
That made perfect sense.
The bakery had schedules to follow and other customers to serve.
Then something changed.
A manager named Sole got involved.
Thirty minutes later, I walked into Publix, and there it was—a beautiful cookie platter, ready exactly when I needed it.
As I drove away, I wasn’t thinking about cookies.
I was thinking about decisions.
We Notice the Outcome, But Rarely the Decisions
Most people would describe this as outstanding customer service.
I see something more.
I think I witnessed a series of thoughtful decisions.
Someone decided my request deserved another look.
Someone decided to search for a solution instead of simply saying, “We can’t.”
Someone decided to rearrange priorities.
Someone decided that helping one customer was worth the extra effort.
I don’t know what conversations took place behind the bakery counter that morning.
But I know this.
The platter didn’t appear because of luck.
It appeared because people made decisions.
We Think We Perform Tasks
One observation I’ve made throughout my career is that most people believe they spend their day completing tasks.
Answering phones.
Serving customers.
Preparing reports.
Managing projects.
I see it differently.
Hidden inside every task are dozens of decisions.
How quickly will I respond?
Will I truly listen?
Will I take ownership or pass this to someone else?
Will I look for a solution—or explain why something can’t be done?
Will I do only what’s expected… or just a little more?
The challenge is that most of us don’t even recognize we’re making these decisions.
Once we do, something changes.
We become more intentional.
And intentional decisions create extraordinary experiences.
Organizations Are Built One Decision at a Time
Organizations invest significant time defining their values.
They create mission statements.
Develop service standards.
Hold training sessions.
All of those things matter.
But customers don’t experience your mission statement.
They experience the decisions your people make when no policy perfectly fits the situation.
That’s when culture becomes visible.
Not because someone quoted a value.
Because someone lived it.
What Customers Remember
I honestly don’t remember how much the cookies cost.
I don’t remember how busy the bakery was that morning.
I don’t remember who originally answered the phone.
I remember Sole.
More accurately…
I remember how she made me feel.
Helpful.
Important.
Valued.
Customers rarely remember policies.
They remember people.
And people are remembered because of the decisions they make.
One Question
Tomorrow morning, you’ll begin making decisions almost immediately.
Most of them won’t feel like decisions.
You’ll answer an email.
Return a phone call.
Help a customer.
Coach an employee.
Attend a meeting.
The question isn’t whether you’ll make decisions.
You will.
The question is:
Will you recognize them while you’re making them?
Because exceptional organizations aren’t built by extraordinary moments.
They’re built by ordinary people making thoughtful decisions…
…one customer…
…one coworker…
…one interaction at a time.
Because long after customers forget what they bought, they’ll remember how someone chose to treat them.
Editor’s Note: A special thank you to Sole and the outstanding team at the Publix located at Publix at Town Commons 8899 Hypoluxo Rd, Lake Worth, FL 33467 for consistently demonstrating what exceptional customer service looks like.
And thank you to Higher Vibe Solutions for the meaningful work you do supporting first responders, veterans, and frontline medical professionals. It was an honor to contribute—even if the cookies almost didn’t make it.
