Being ripped off is a horrible feeling—even when it’s technically your fault.
On the way to our lake house, I stopped at a store I’d never visited before. In the rush to get on the road, I accidentally left a case of beverages on the bottom of the shopping cart. Three of us unloaded the groceries, and somehow we all missed it.
We were 40 miles away when I realized the drinks never made it into the car.
I called the store.
“We checked customer service and the carts in your area. Your drinks were taken.”
“You mean stolen,” I said.
“I’m sorry… there’s nothing we can do.”
I hate hearing that phrase:
“There’s nothing we can do.”
Publix Would Have Handled It Differently
That experience got me thinking about Publix, a grocery chain known for legendary service. I’ve had several interactions with them over the years, and I know how they’d have responded:
They’d have replaced the item. No hassle, no drama.
But back to this store. I called again—not to complain, but to understand their approach. Once again, I was told:
“Once a cart leaves the premises, the customer is responsible.”
They weren’t wrong. But it still didn’t feel right.
A Store Manager Who Gets It
On my third call, I reached the store manager—Donna.
She asked what I bought and where I had parked. Then she said something that caught my attention:
“100% of the time I get that info, I can find the item on our security footage.”
And within an hour, she called me back:
“We found the person who took your item. It’s been returned.”
Her Counterintuitive—and Brilliant—Strategy
I was shocked. “How on earth did you get them to bring it back?”
Donna explained her approach:
“I call the customer and thank them.”
Wait—thank them?
“You should be prosecuting them,” I joked.
But she was serious. Her goal wasn’t shame. It was retention.
She told me:
“I thank them for helping another customer find their missing item. I say I appreciate them looking out for others.”
Still stunned, I asked what she said next.
“I tell them I know how busy life can get, and I’m sure they hadn’t had a chance to return the item yet—but that we’ll make sure it’s returned to the rightful owner when they stop by again.”
And you know what?
Most of them do. That very day.
Three Leadership Lessons Worth Copying
Donna’s approach defied conventional wisdom—and reminded me why great leadership doesn’t follow the crowd.
Here are three things she taught me:
- Love What You Do
You can’t deliver this kind of service if you’re not passionate. Donna clearly loves her job—and it shows in every interaction.
- Take a Partner and Find a Way to Say Yes
She didn’t approach the person as a thief. She approached them as a partner in solving the problem. That mindset changes everything.
- Strive for Excellence in Every Interaction
“Don’t make it hard,” she told me. “If it matters to the member, it should matter to you.” Whether it’s a return, a refund, or a missing item—listen, don’t overtalk, and make it easy.
Final Thought: If It Matters to Them, It Should Matter to You
In business—and in life—it’s easy to hide behind policy. It’s harder to lead with empathy.
But leaders like Donna remind us:
When you treat people with dignity, when you find ways to say yes, and when you truly listen—you don’t just keep customers.
You keep trust.
And that’s a lot harder to replace than a case of drinks.
