Marjolet Paul (51), Employee Customer Service

It was such a kick being able to help this woman in her misery. For a moment I felt like Barack Obama when he said: “Yes, we can!”

Thursday evening is my last evening on duty. Just a few more hours to go. But in the middle of the night, at 3:30, a young woman phones me from her hotel room where she is staying on business for a few days. Her husband and children are at home miles away. She feels wretched and thinks she has eaten something dodgy. Her stools are very watery. As a consequence her skin is inflamed and she has run out of stoma products. She is using cloths to staunch the fluid flowing out of her stoma, but she is panicky. She has to be fit tomorrow morning for her training course. She is in pain. She’s at her wits end.

I tell her I will make sure new stoma products are delivered to her hotel room within two hours. I check with her what she needs and the hotel details. I then phone my storeroom colleague out of bed. He grabs the notebook on his night stand and notes down the order. He then immediately gets in his car and drives over to the storeroom where he collects the required items.
 
By now it’s almost an hour later and I phone the woman to inform her that my colleague is working on her order and that it will be delivered to the hotel by courier. As soon as the courier has left for the hotel, I phone her again to let her know that the package is on its way and will be delivered within half an hour. I ask her to let the receptionist know, just in case. To make sure that everything worked out all right I telephone the woman one last time. The package has arrived; she is tremendously relieved and can catch a few winks of trouble-free sleep.
 
Despite my disturbed night, I fall asleep feeling hugely satisfied. It was such a kick being able to help this woman in her misery. For a moment there I felt like Barack Obama when he said: “Yes, we can!”