Sailor is 3 years old, is blind, and was born with two rare brain defects that prevent him from communicating what he needs. That morning, he had been crying for hours.
His mom, Jessica Nash Donnahoo, was trying to calm him while caring for her 2-year-old daughter, cleaning, washing dishes, and doing laundry, with her husband at work. That was when Rob Kinney, a Spectrum technician, arrived to improve the internet service at her home in Greenville, South Carolina.
According to Jessica, as soon as Rob came in and started talking, Sailor ran over to him and raised his arms. Rob asked the boy if he wanted to be held, looked at his mother to make sure it was okay, and picked him up. He held and rocked him intermittently for the 45 minutes the visit lasted, while she took the opportunity to fold the laundry. When the technician was leaving, the little boy was nearly asleep.
Rob has been with the company for nine years and is a single father to a 4-year-old boy; Jessica believes that influenced the way he treated her son. She posted the photo on Facebook with a phrase that sums it all up: “It’s much more than customer service: it’s humanity at its best”. The post was shared more than 91.000 times.