Making customers smile is the best part of the job for Assistant Bakery Manager Tawanda Scott, #1170, Tampa, Florida. So, when one of her customers needed a sweet treat to brighten someone’s day, she helped put the icing on the cake — literally.

A customer was browsing the bakery looking for a dessert — Publix Bakery Gourmet Cinnamon Buns with Cream Cheese Icing, to be exact. Tawanda could see the customer needed help. Luckily, she was able to locate the last package of cinnamon buns in the bakery. But the customer still looked a little down. Tawanda offered to put more cream cheese icing on the cinnamon buns, and the customer perked up immediately.

As she added the icing to the rolls, the customer told her the story behind the purchase. It was his friend’s birthday, and they had plans to celebrate. Unfortunately, his friend’s beloved grandmother passed away earlier that day, so the plans were placed on hold.

As the customer talked, Tawanda added a birthday message on top of the frosting, making this birthday “cake” all the more special and leaving the customer with a smile.

“From what he told me, I could tell this customer’s friend needed something to help him smile, even if it was just for a moment,” Tawanda said. “I know how it feels to lose a grandmother, especially one you’re close to. I wanted to do everything possible to make sure he was happy.”

For Tawanda, taking the time to hear from customers makes all the difference.

“It’s always best practice to show empathy,” she said. “It’s amazing what you can do for customers just by taking the time to listen.”

The customer was so impressed he made sure to share Tawanda’s story. She was recognized with a gold coin for going above and beyond for her customer.

“I was so happy and surprised to receive the gold coin,” she said. “Helping customers is what I love. For me, receiving the gold coin reinforces what I do every day.”

The gold coin is presented to associates who embrace the Publix culture and provide premier service the way Mr. George himself would have. Receiving a gold coin means you’ve made a real difference in the lives of others by going above and beyond. Associates can become eligible for the gold coin by receiving customer praise through the customer care department, which reviews each case based on established criteria and guidelines.

Take a moment to read about other gold coin winners in Publix News.