The restaurant, the DSTV, the bank & the coffee company

Last month I tweeted Wimpy after my son and I had a very bad experience at their OR Tambo franchise above the domestic arrivals hall.  The response was instant ... I was not only contacted by Famous Brands, the franchisor, but also by Wimpy management, the franchise owner of that particular Wimpy and their manager.  They really were interested in where it all went wrong and in working out why.  After all the apologies had been made ..... no excuses .... no buts ...... simply "we were wrong and we would like to fix it", they invited us over for a replacement lunch.   Today a friend and I had lunch there, on the house, courtesy of the manager - it was delicious, well prepared and we were checked on regularly.  An apology was again offered.  Now that is how you keep a customer.  You don't only keep them when you are great ... sometimes you keep them even more when you can fix it when you are wrong. High 5 Wimpy OR Tambo Landside - Prince & Perfect .. great attitudes!

Also Kudos today to DSTV - I called their customer service number and was really not kept waiting for more than a minute until I was helped with my account query.  Swift, efficient and well handled call - impressive. 

And thirdly a back pat to Standard Bank Customer Service Helpline.  I had to increase my monthly EFT limit and she helped me over the phone.  It was a ten minute process because the security verification is exceptionally thorough, for which they are to be applauded, and the matter was solved first time by a very professional call centre lady. Also worth a mention is the fact that I used SnapScan for the first time recently and Standard Bank called me immediately to verify that I was in fact using it - simply to protect me as I had not done so before.  2 weeks prior to that I got confused about my pin number and when I entered it for the 3rd time they called me while I was still at the ATM to verify that it was in fact me trying to get into the account. 

Am I a super wealthy client?  Absolutely not.  I am a very ordinary client and often joke that the reason they call is to check that I am still around :)

Lastly a big smile for Nespresso SA's online store.  We need capsules and you can order them online, at a competitive price and the delivery is free even for a small order.  If you use them in the office, as we do, or at home, as we do, you can order and they will be there in 2 to 3 days, delivered to your door.  The website is fantastically designed, easy to navigate and secure.  For a cappuccino addict like me .... this is heaven in a capsule so to speak. 

So good service is out there .... and when you get it......say so.  And when you don't ... complain ... not to your friends, but to the right person.   

Till tomorrow
K  xx