How a colleague's simple act of kindness improved a customer's life

After losing her husband, two brothers and a good friend, a simple act of kindness has given one of our customers in Gainsborough a new sense of freedom.

The customer, who wants to remain anonymous, sought the help of Phoenix Court Service Manager Sarah Smith to apply for her first ever bus pass.

It was only when she took some food for Sarah to pass on to those who have nothing that the customer built up the courage to ask for help.

Sarah applied for the pass online, with it arriving within three days.

Now, after a previous experience that left her feeling like she’d rather keep away from busses, the 80-year-old is planning trips to the coast.

“I tried to drive a car, but we had to give the vehicle up after my husband had a serious accident and never worked again,” she said.

“At the moment, I enjoy my Tuesdays and Thursdays in town – I get a taxi. On a Tuesday I get my shopping and on Thursdays I have my hair done. That was the only time I got out.

“A friend of mine had a bus pass and said I should get one. I told her I had a trolley and that I thought I’d be a bit of a nuisance, which is why I got the taxis.

My husband used to take me everywhere in the car but once I get my bearings, I will now be able to get out and visit people and places.

Longhurst Group customer

“I tried the bus once and had a problem, so I thought rather than causing trouble, I would keep away.

“The bus pass will make a lot of difference. My husband used to take me everywhere in the car but once I get my bearings, I will now be able to get out and visit people and places.

“I am going to go to Hemswell and I can go to Skegness and Mablethorpe. I would also like to go to Hinckley as I found my friend’s grave there. I visited once with a friend in their car, but I can do that on my own now.

“It really does give me a sense of freedom, it is lovely. I am so very thankful to Sarah for helping me get this bus pass. She is very good to me.

“I’m looking forward to getting on the bus and I thank Sarah very much.”

It is important that we all remember even a simple act like this can go a long way to improving the lives of our customers and we can all do our bit to help.

Sarah Smith, Scheme Manager

Sarah said that she was delighted to be able to help the customer. She believes it is a simple yet perfect example of how colleagues can improve the lives of our customers.

She said: “This job can be really hard at times, but it is the little things like this that make you smile and know you are here to help people through good and bad times.

“This lady sat and cried after I helped her. She said it would give her more freedom. She never usually asks for anything, so this was a big step for her to take.

“It is important that we all remember even a simple act like this can go a long way to improving the lives of our customers and we can all do our bit to help.”

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