Over and Above

I CAN remember the last time I received good service. The reason I remember it is because it is such a rare thing. When that happens, it actually deserves a spotlight because it has to be recorded somewhere.

These days, pulling in to the petrol station causes me great stress. I break out in a cold sweat thinking about the price per litre, how long before I have to fill up again and that I really miss the days when I took public transport and R1.50 got me from Phoenix to the University of Durban Westville campus.

I miss the days when R50 filled up the tank of my 1.3 Toyota Tazz and I could drive from Umbilo to Scottburgh for the week with that petrol. I remember rolling my eyes when my mother and her siblings would tell stories of how much bread cost when they lived in Magazine Barracks, thinking these stories of the old days was so annoying. Here I am. Telling the same stories because I actually do remember when a loaf of bread cost R8.00!!

At a recent stop to fill up, I encountered an attendant who was getting ready to process my payment, when he saw me take out my cellphone to use my virtual card instead of swiping my physical bank card.

He then says, “Let me quickly get the other machine ma’aam, because this machine won’t accept that payment.”

At which point I say, “It’s ok. I have my card. I will just use that.”

His response is, “No ma’aam, won’t you lose your eBucks if you do that? Let me get the other machine.”

I had to stop myself from gasping in surprise because his knowledge of this benefit shocked me. It went down to a very deep level.

I, in fact, only discovered this a few months ago. If you want to earn a few more eBucks per month, then make payment at a petrol station using your virtual card, at least once a month.

“It’s fine,” I eventually respond. “I have used my virtual card already this month so I have earned my rewards.”

We conclude our business, I drive off, then drive back to him to tell him that someone who does his job so well deserves to be told so and recognised. And yes-before you ask. He was rewarded with more than just my words!

What’s the big deal you may ask? Well, it’s been so long since I encountered a person who went well above and beyond the call of duty to do his job. He is one person I can mention, out of dozens who I encounter, that wanted to provide not just a service, but extraordinary service. The dozen others? They really don’t care at all.

One of my pet peeves these days is this. Yes. This is an actual person serving at a counter. She took 15 minutes to process an order for coffee and 2 slices of banana bread. Why? Her nails were so long she kept keying in the wrong products!

Now, on a normal day I wouldn't have minded as much. This was a Sunday. A long que behind me. The busiest day for this place because it did not function in regular hours during the week. Eventually people walked away. Sales were lost. I know I won’t bother with coffee the next time I happen to be at this establishment.

Let’s go to the sale assistant at a relatively well known sports apparel shop. I asked the sales person, “What’s the difference between this shoe and that shoe?” She snorted and said, “ The size…....” I was in fact looking at hiking shoes!

She knew nothing about the specs of the shoe nor was she interested in getting someone else to help us. We eventually snagged another sales person, who helped us by giving us the store iPad, so we could search for the shoes and read the specs for ourselves.

The 1st sales person was kitted out in this brand from head to toe and heading out of the store while we still reading. On the store iPad.

Let’s talk about the waiter who came to ask for my drinks order, after about 15 minutes, but I was ready to order starters and mains and Kelsie decided to voice her disapproval at my lack of consideration that the waiter didn't have his notebook -so how could I just order so many things? A waiter, without a notebook to take orders, is now my fault.

I include this last episode because a certain someone took me shopping for a mothers day gift and he was so disgusted with the bad service, he repeated the entire episode to me, even though I was right there when it happened.

We walked into a pretty popular store that had the usual lure. 20% off everything.

I mooch around and find what I like, try on a couple until I settle on a colour that really looks amazing. Of course, the sales person dashes over to ask if I’m ok with sizes.  I respond, “ I think I need a size smaller if you have it?”

Let me take a moment here to celebrate the fact I could ask for a size smaller!!! That doesn't happen often in my life.

The sales assistant quickly says, “ Let me check the stock room and let you know.” Off she goes and returns after 5 minutes to say sorry. No stock of the size that I need.

She then starts to walk away. Done. End of sale. End of interaction with customer.

I’m disappointed but I also walk away and shrug my shoulders. I liked the other colour but I could do without it.

Roland then follows the assistant,  goes to the counter and asks, “ Can you check another store?”

I pause here. Surely this suggestion should have come from her?

Click, click, click and violà. Menlyn has 3, Sandton has 2. Yayyyyy.

Roland again, “Can we pay for it here and can they send it to this store?”

A bit of short circuiting, a confused look on her face, then she says, “Actually, the online store has 6 in that size. You can pay for it here and the online store can deliver to this store or your home.” Big smile from her. Errrrr, so you would have let us walk out of the store, lost the sale, when there were at least 2 options available to satisfy your customers needs??

Then the kicker. She is busy ringing up the sale and says' "There is no 20% off this jacket."

It’s too late now. Roland has his mind set on it because I liked it.

I had walked away while he was paying or I would have said, “Hell no!!” Bad service and you didn't bother to tell me this wasn't discounted?

Sigh. The jacket arrived this week. They were quite prepared to hand it over to Roland creased and squashed in an A4 package. Picture a trenchcoat. A4 sized.

He had to ASK them to steam out the creases and put it into a bag-it was after all A GIFT!!! And even if it wasn’t, was there no pride in their products that as long as they made the sale they could care less what happened thereafter?

The waitress who rushes to seat us. Hovers to serve. Gets our orders done in record time, then waits until we are done eating to say, “Oh sorry, our machines have been faulty!!” So-you knew but didn't think it was necessary to point it out before we placed the order?

She still tries to process the payment. She walks around the restaurant offering up the POS (point of sale) device to the network gods like a little baby Simba. They refuse the sacrifice.

Roland has to get up and roam around the mall (which we don’t usually frequent) to find an ATM because the only ATM she knows is that red bank and we don’t bank with them!

These are things I have encountered pre-lock down as well. Different faces, different stores. Same bad service experience.

During lock-down, our hearts bled for retailers and restaurants who were forced to shut their doors.

Once lock down was lifted, I genuinely looked forward to people upping their game. I stupidly thought that they would have realised the value of customers. The loss of income, the absence of a customers friendly face and the eerily deserted stores was enough to give me nightmares. Not so for the ones in the service industry.

What has become of people taking pride in the work that they do? Just going, not even the extra mile, but a few feet out of their way to satisfy a paying customer. What has happened to managers who are supposed to be passionate about training their staff, transferring knowledge and upskilling their people?

I don’t care about ‘customer is always right’ adage. We are not always right. I just wanted to be treated right!

Of course I would be remiss to not acknowledge the genuinely awesome people who do know how to please a customer and give exceptional service. They exist although they might soon be an extinct species.

I looked at the intranet at work recently and noticed a ‘be customer obsessed’ banner. Initially, I thought-Eeeek! Sounds a bit stalker-ish but now I understand. I get it.

If only the other retailers would get it too!