Building great relationships one smile at a time

Jan. 17, 2025 - On Customer Service Day, and every day, we're celebrating Publix associates who go above and beyond to provide premier service to our customers.

When you think about customer service, you probably think of a warm smile, a friendly interaction and an associate who knows exactly how to help you with your shopping needs. For Customer Service Manager Iliana Ley, #1389, Miami, customer service is more than that. It's about building relationships.

"I love interacting with customers and having that bond with them," said Iliana. "I have customers who know me by name, and I know them by name. They're more like guests or neighbors."

Iliana started working at Publix when she was 17. She says she was shy at the time, but her time at Publix has helped her become more outgoing. Now, she enjoys going out of her way to make customers smile and brighten their day.

"Publix helped me learn how to interact with people," said Iliana. "Saying, 'Hi!' is the foundation to everything our founder, Mr. George, taught us. It's just this little thing, but you can make someone's day and see their face light up."

To go beyond that simple gesture, Iliana looks for ways to make her job fun and encourages her team to do the same.

"I tell them, 'If you're smiling and laughing, your customers will want to talk to you,'" she said. "So talk to them about anything, and make it fun! That's how you build those great relationships."

When asked about her favorite part of working in customer service, her response was quick and enthusiastic.

"It's those words: customer service," Iliana said. "I love being around customers. When you get to know them, it's a family feeling."

Iliana truly believes that customer service at Publix is different, and she understands the expectations customers have when they come into the store.

"Publix provides premier service. It's what we're known for," she said. "We go above and beyond to make our customers feel special."