Later that same day I took a call from a customer.
Amongst other things we distribute FRIO medical cooling wallets. They are essential to keep medication at room temperature and people rely on them to keep their medication safe and effective. This customer was panicking a bit.
“My cooling wallet hasn’t arrived. I paid for express post and it has been 5 days and I need the item to keep insulin cool for a long haul flight… and we are leaving on Sunday and it’s Friday afternoon.”
Australia Post actually do a great job usually so when I got off the phone I checked the tracking which confirmed that it hadn’t been scanned since Monday. Next course of action was not to investigate Aus Post, not to complain, not to panic… but to get the product to the customer somehow.
Step one was to see if a courier would deliver on a Saturday. No joy there. Step 2 was to see if a trade customer had the product in stock so the customer could pick it up. We got a hit… One suburb over someone had ordered a large quantity 2 months ago. We made the call to the business and the person on the phone had no clue. The person who ordered it was away and heading off overseas. As a last ditched attempt we put a call in to their mobile and sent a quick text.
Having exhausted all options we called the customer and explained what we had been doing for the last 30 mins. He was very understanding and quite happy that we had gone above and beyond the call of duty. he said he shouldn’t have left it last minute. We gave the only advise we could to assist with cooling on the trip and he hung up the happy but the situation was still in the air (literally).
Then a strange thing happened.
I got a call from the person who we were trying to track down. She said she was confused by our message. After a quick explanation that our customer was desperate for a product and we knew her business had some in stock she explained that the products were actually for personal use for her trip. I thanked her and was ready to hang up and she said… “That’s OK, I am happy to share”. It blew me away.
The wallets are not expensive, the one he was chasing was $58 plus postage but she was happy to lend it to a stranger based on a text message and a short phone call. Extremely generous, selfless and trusting. My faith in humanity was invigorated by this simple act.
Thinking about the reasons why went down many avenues. The lady was clearly a business owner, possibly happy? possibly financially OK? in a good place emotionally? looking forward to her trip? empathetic to a fellow Type 1 Diabetic? ( There is certainly a strong community and support network there). Whatever the reason was it was just a nice moment in life that I appreciated fully for the selfless act.
Compared to the angry encounter earlier in the day I felt that a little balance had been restored. In the grand scheme of things both events were not that significant to the world. One person was disproportionately angry to their imposed situation. One person was disproportionately generous to their imposed situation.
I will never know the reasons why each person acted the way they did but it emphasised that we can choose how we look at every situation and decided how to react appropriately.