How Authentic Customer Care Leaves a Lasting Impression

Today marks the 3rd anniversary of my mum’s death. She died at the age of 81, having been gripped by the incurable disease, mesothelioma. Up until the disease raised its ugly head in September 2019 she was still teaching exercise to music.

My mum had also worked as a leisure centre receptionist for over 30 years and was extremely popular with centre users. She stood just 4’11 in height (yes that’s where I get my height from) but had a smile that lit up the room. My mum was a proud Mancunian with a father born in Burnley and a mother born in Cavan, Ireland.

A very well educated woman, my mum was very confident and a great conversationalist. If there was a queue at the leisure centre reception it was because she was engaged in conversation with someone who she found interesting.

One such person was a young man called Stephen. Stephen was probably around the age of 16 and she took great interest in him as he was a very talented pianist. My mum played piano too so they had something in common.

“Do you know Stephen practices for six hours a day Gray?” she once said to me. Stephen would swim several times a week and I would always get a report on how swimming helped him to relax away from the intensity of his piano playing. When I started working at the centre as a lifeguard I was introduced to Stephen and I couldn’t tell which of us my mum was most proud of!

Now this might seem a fanciful tale but there are a few takeaways, this certainly isn’t about me publicly dwelling on the loss of my mum. Let me explain why.

Stephen went on to become Sir Stephen Hough, named by The Economist as one of 20 Living Polymaths, he has been described as a true renaissance man, a leading concert pianist, writer, composer and painter.

He has won global acclaim for his outstanding interpretations of the piano repertoire.

But Stephen never forget my mum and maintained contact with her. Based in New York, he would occasionally return to his mother’s home in Grappenhall, Cheshire and play piano to an invited audience in the local church hall. Mum was always invited.

For her 80th birthday I took her to see Stephen perform at their Philharmonic Hall in Liverpool and during the interlude he sought her out, just to say hello and reminisce.

When we received the diagnosis of her illness I messaged Stephen and he sent mum a video, thanking her for looking after him when he came swimming. He then sent a recording of him playing Ave Maria on his piano at home. I played it to her on Mother’s Day whilst she was in hospital and her face lit up with joy. Imagine how his action made me feel, it was one of the most beautiful things I had ever experienced.

Just last week I received a message from Stephen which read “Hello Graeme! I hope all is well. I thought you might like to know that you and your mum are remembered affectionately in my new book :-) Take care!”

So in the space of 40 years my mum’s care for a young man who was a regular customer in a local leisure centre was never forgotten.

This says as much about Stephen as it does my mum but it shows that authentic care and kindness can last a lifetime - and beyond.

#authentic #customercare