John O’Donnell, who went by “Jack,” lived alone on Coronado Island in San Diego but had a life full of meaningful connections, whether with friends at his nearby gym, wait staff at his favorite French cafe or with his beloved niece, Tara, in Boston, with whom he stayed in frequent contact over the phone.

But as can happen with aging technology, Jack’s copper landline eventually malfunctioned, and staying connected to his friends and family became a concern for the 89-year-old former Navy SEAL and SEAL team instructor. As a result, what started as a routine service call grew into a personal connection that impacted the lives of those who got to know Jack.

When Jack’s service went out, Tara reached out to AT&T to resolve the issues as quickly as possible. While issues are typically resolved quickly, this technical challenge was unique, and Jack’s situation required additional troubleshooting.

That’s when Christine Moore, Director of AT&T External Affairs in the San Diego region, jumped into action.

“I saw the situation and, after talking with Tara, I thought it was best to have a face-to-face conversation with him,” Christine recalled.

When Christine knocked on Jack’s door and introduced herself, he was angry. Christine, who comes from a military family, knew she could de-escalate the situation. At Tara’s suggestion, Christine addressed the gentleman as “Uncle Jack,” which indicated that she was a friend, not a foe, and had come to help.

“He was vigilant,” Tara acknowledged. “He was Clint Eastwood in ‘Gran Torino.’ He was so tough.”

Christine arranged for AT&T technician Javier Hernandez to arrive shortly after. Javier found an old circuit that needed replacement but also offered to upgrade Jack’s home phone service to a new, more reliable voice solution device that uses the internet. As Javier worked, Christine stayed with Jack.

“I’m not going to leave you until we know you’re connected, and you feel safe again,” she told him.

Christine understood Jack’s sense of urgency.

“At the time, I was a caregiver for my mom who had dementia, and I was sensitive to older adults and the fearfulness of feeling isolated,” Christine shared. “While the telephone repair was important, it was also very important to show him that he was not alone.”

“I’ve never had an employee say no when I’ve asked them to visit a customer,” she added. “Like our old company tagline says, ‘Reach out and touch someone.’ It’s important, and it’s in our DNA at AT&T.”

While Javier fixed and tested the telephone equipment, Christine and Jack visited. Christine learned about his three military tours in Vietnam as a Navy medic serving on SEAL Team One and his daily walk to the gym on the naval base, among other details from his long life. Christine also shared stories about her husband’s, father’s and grandfather’s military service.

By day’s end, the service call restored more than voice service. The kindness and service Jack received lifted his spirits and restored his sense of connection. The exchange also established what became a close friendship between Christine and Jack.

Christine and Jack shared regular walks and lunches, especially to his favorite café. Unsteady on his feet by then, Jack asked Christine to hold his hand for support, and she happily agreed as they walked and talked together. Christine also worked with Tara to have a handrail and lighting installed at Jack’s home to make his entry safer. Christine sent Tara frequent selfies from their visits so she could more easily keep tabs on her beloved uncle.

“He had this soft spot for Christine,” said Tara. “I will never forget the kindness she extended to my uncle. I can’t tell you the relief I felt.”

The friendship was just as important to Christine as it was to Jack.

As Christine’s own mother fell ill with Alzheimer’s, Jack opened up even more. He told Christine he was feeling older and more tired but celebrated the great life and family he had. He had no regrets at the end of his life and suspected Christine’s mom felt the same.

“Trust that your mom is proud of you,” Jack consoled Christine. These words comforted her especially as her own mother could no longer communicate.

Both Jack and Christine’s mother passed away within the last year.

While it’s been difficult for Christine to lose her mother and Jack, she appreciates more than ever the importance of a personal connection.

Since his death, Tara and Christine have stayed in touch. Grateful for the kindness and friendship Christine offered her uncle, Tara asked Christine to accompany her and her family to scatter his ashes. Christine said she wouldn’t miss being there for her dear friend.