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.
