SM honors janitor for helping pregnant customer

MANILA, Philippines - When SM Southmall janitor Adelino Guatno went out of his way to escort a pregnant customer, little did he know that he was in for a surprise: she was so moved by his kind gesture that she chose to air her gratitude through the social networking site Facebook.

In her Facebook post, the customer recounted how she was feeling so tired after scouting for costumes, running errands and buying grocery. After shopping for groceries at SM Southmall, she still did not know 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 Guatno’s supervisor, the janitor showed the woman the most convenient way to get to the service elevator.  Just when she thought that was all the help she was going to get, Guatno walked all the way with her while still mopping and cleaning so that he would not neglect his work.

In return for his assistance, the customer offered Guatno some money to buy himself a snack but he 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.”

The story spread on Facebook and reached SM officials. This surprised the 31-year-old janitor from Impasug-ong, Bukidnon. Guatno is the eldest of seven children of Edgar, a farmer, and Adelina, who does laundry for a living. Guatno 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, “I was thinking that she could have been a relative who needed help.”

SM Southmall management gave Guatno a certificate of commendation, recommended his immediate regularization and introduced him to Las Piñas Mayor Vergel Aguilar to share how his genuine concern to a customer has made an impact.

Guatno’s random yet inspiring act of kindness will remain as an encouragement to fellow employees to go beyond one’s call of duty, mall officials said.