Stuart's care and compassion for customers with hidden disabilities earns award nomination

Sixty-year-old Stuart, who joined Asda three-and-a-half years ago, has been recognised for his kind and compassionate manner with service manager James Leeper nominating him for an Asda customer service award.

James said: "Stuart's a very warm, down to earth, friendly guy who is always happy to help. He has built relations with the customers who come in here especially on an evening and who don't like shopping or suffer from hidden disabilities and are vulnerable.

"He always reassures them and puts their fears at ease and often goes out of his way to ensure they feel safe whilst in store. Nothing is too much trouble. He watches and monitors them from a distance to make sure they are okay. He will keep an eye out for them and make sure their experience shopping experience is a happy one.

"On one occasion a customer didn't have a special lanyard with them and they felt a bit claustrophobic and thought that people would be watching them so he took his lanyard off and gave it to the customer. He is always happy to go above and beyond."

Stuart, who has three children and four grandchildren, said his experience tells him which customers may be vulnerable or have hidden disabilities, or who need just a little bit more help when they come into the store.

He said: "I was in construction for 40 years and had to pack up as I've got industrial emphysema. I understand what it's like to have a disability that people can't see. When you look at me you wouldn't know until you ask me to run somewhere and then you'd tell the difference, so I appreciate what they go through.

"When it's busy the store can be overwhelming for some people. There is a lot of people out there who struggle and you get to know them and they get to know you, which is nice.

"I just approach those customers and go up to them and say hello and ask if they are okay and if there's anything I can help them with. They may say they have mental health issues and I say 'Ok, what do you need today?' And that's what it's about, just getting that rapport, so when they are shopping they feel safe.

"Sometimes I will walk a couple of aisles with them just to make sure they are comfortable and then I say to them if they feel uncomfortable when they are on their own to just come back and get me. I can see them on the store cameras and if I see that they are struggling I will go and find them and ask how they are getting on. I think they appreciate it. It's a fast living society now and people often don't take the time to say 'how are you doing?' or ask if they are okay.

"We see about 600 to 700 people a day and those who are vulnerable don't always stand out, so I like to provide a bit of help and reassurance, as not everyone wears a lanyard to say they have a hidden disability."