Going above and beyond 

The client, unfamiliar with how the shop operates, was warmly welcomed and guided through the process. He was encouraged to collect a trolley from outside and take his time shopping, with reassurance that assistance was available if needed.

After more than an hour, it became clear that the gentleman was still in the branch and appeared to be struggling. One of our volunteers, Michelle, quickly noticed and asked another team member to assist him on the shop floor. With support, he was able to complete his shopping and make his way to the weighbridge.

During checkout, Michelle kindly asked how he planned to get his groceries home. The gentleman, who was using a mobility scooter, explained that he was waiting for his daughter but had been unable to reach her. It also became evident that he was experiencing some memory difficulties and was unsure of his home address.

Recognising the situation, Michelle spoke with the team to find a solution. After confirming his details, arrangements were made to ensure he could safely return home with his groceries. With approval, the team stepped in – packing his shopping and organising a delivery.

Two team members then personally delivered his groceries while he began making his way home on his scooter. Along the way, his daughter met him and the team extended their support by offering her a lift home while he continued his journey.

This situation is a wonderful example of our values in action. From recognising when someone needed extra help, to problem-solving as a team and going above and beyond to ensure a safe outcome, every step reflected compassion, initiative and collaboration.

We’re proud of the way our staff and volunteers worked together to support this customer in his time of need – showing that our impact goes far beyond providing food and into truly caring for our community.