Kindness matters, always

I read an interesting story last week, concerning the Competition and Markets Authority. The article was about companies, who have been posting false reviews of the services they provide. These companies ranged from food delivery firms, car sales to funeral directors. Given that the evidence suggests online reviews will more often than not influence buyer decisions, such reviews need to be authentic and reliable.

I mention this, as last week, my everyday experiences were enhanced by a number of examples of kindness that moved me to write service rating reviews; something I’m not usually drawn to doing, unless the service I get is poor. In such circumstances, I have no hesitation but to express my disquiet at the poor service I have received. As Jane will attest, if it includes a restaurant, where I think I have endured a poor meal or service, I simply refuse to go there a second time.

Now for many months, we have had poor service from our Wi-Fi provider. Having recently agreed a two-year contract, I couldn’t simply walk away, without incurring a financial penalty. The service was meant to be unbreakable and continuous, something I pointed out to the customer service person on the end of the helpline. He was unperturbed and said he would get an engineer out the following day. Matt, the engineer appeared, just as promised and eventually got us sorted. It was a dreadful day and three times he had to work outside in the pouring rain and wind. He explained what the problem was and how he was fixing it. And fix it he did. He tested it twice, just to be sure. The whole time he was pleasant, had a great smile and showed extreme patience in responding to all my questions. I thought he was kindness personified, so he got a gold star review.

Kurt also got a gold star rating. Kurt had swept our chimney a few weeks earlier and discovered that our log burner needed two new baffle plates. These were ordered and upon arrival, Kurt returned to fit them. He came complete with an apprentice, Darren. As Kurt got to work, he explained to Darren what he was doing and why. Kurt struggled to fit the first baffle plate. The securing pins it was bolted to had warped in the fire’s heat. Like Matt, at times Kurt found himself in a very awkward position, lying on his back with his head in the fire itself. Eventually both baffle plates were fitted. He got a gold star review for his perseverance, compassionate approach to his apprentice, and his kindness towards me in not once complaining about the difficulties he encountered.

The third act of kindness was from my GP’s receptionist, when I went to pick up my repeat prescription. I have a batch prescription, which means I get three prescriptions - each one getting dispensed every month. The last time I tried to renew my prescription using the NHS App, the computer said No! I was somewhat perplexed, as up to now, I have been very happy with the App. The pharmacist suggested asking the surgery, so moments later I was upstairs, explaining the issue to the receptionist. Not only did she explain what the issues were, but she then fixed it for me there and then. She asked if there was anything else she could do to help me. I was very impressed with her approach, so she got a gold star review too.

And I had the opportunity for a random act of kindness last week as well. I came across a small boy (maybe 11 years old or younger) standing at a notoriously busy junction with cars flying in from every direction. He was talking to himself, anxiously asking over and over again how he was going to cross the road. I said, ‘Cross with me, and I will keep you safe’. We crossed, safely; he said thanks and sped off on his scooter.

Being kind is not a weakness. It involves having genuine concern and care for other folk. Acts of kindness are made without the expectation of anything in return. Being kind isn’t just about being polite, or even about avoiding difficult conversations or situations. Being kind is about being authentic, sometimes being compassionate or, as in the case of Matt and Kurt, showing patience towards others.

Most certainly, kindness can create a ripple effect, although often we might never see this, but rest assured, it will be there. Walking through our local shopping centre on Friday, I came across walls covered in hearts. These carried messages of kindness from children in the local schools across Blackpool. Spending a moment or two to read them was a wonderful experience. We are only here once, so one life, live it, but in a world where you can be anything, be kind, including being kind to yourself.