Going beyond one's call of duty
When SM Southmall janitor Adelino "Dondon" Guatno went out of his way to escort a pregnant customer in all her nine-month glory, little did he know that he was in for a surprise. The pregnant lady was so moved by Dondon's kind gesture that she chose to air her profound gratitude to the janitor through social media.
In her Facebook post, the customer recounted how she was feeling so tired after scouting for costumes, running errands and buying grocery. After doing the grocery at SM Southmall, she was still quite unfamiliar how to get to the basement carpark apparently because it was only her third time to visit the Mall.
"I quietly approached a janitor who was busy cleaning his section of the mall, and asked him where I might find an elevator so I can bring the cart down to the basement. I was fully expecting him to just give me directions, or give me vague instructions like the last guy, but he packed his cart and motioned for me to follow him," she wrote.
With a little help from Dondon's supervisor, Dondon showed the pregnant lady the most convenient way to get to service elevator. Just when she thought that's all the help she's going to get, the janitor walked all the way with her while still mopping and cleaning so that he won't neglect his work. In return for his assistance, the lady customer offered snack money to him as a "thank you" gesture but Dondon simply smiled and refused to accept the token.
The customer ended the Facebook post with compliments and an appeal to the SM management, "I don't know how to thank him for providing the best kind of customer service ever. Certainly SM needs more people like him, and more policies like his personal take on helping people. Long-winded as this story is, I hope it reaches someone who can make a difference in this man's life. To SM - this man should be your employee for the year. He's proactive, sincere, service-oriented and makes for an excellent brand warrior."
Thankfully, the story circulated in the internet and reached the SM management. This pleasantly surprised the 31-year-old janitor from Kalabuga, Impasug-ong, Bukidnon. Dondon, it turns out, is the eldest of seven children. The son of farmer Edgar and Adelina, who does laundry for a living, Dondon moved to Manila in 2007 to earn money and help support the family.
When asked what motivated him to help the pregnant customer, he said, "Nasa isip ko na kamag-anak ko siya na nangangailangan ng tulong."
SM Southmall management immediately recognized Dondon with a Certificate of Commendation, recommended his immediate regularization and even introduced him to the Las Pinas City Mayor to share how his genuine concern to a customer has made an impact.
SM Supermalls is committed to providing excellent customer service not just to pregnant women but to all mall-goers alike and will continue to train people to harness passion for quality service.
Adelino "Dondon" Guatno's random yet inspiring act of kindness will remain as an encouragement to fellow employees to go beyond one's call of duty, one of the many service-oriented acts of the employees of SM Southmall.