I was still rather peeved by the whole incident the next morning and so posted something about my frustrations with this bank on my personal Facebook page. I also tagged the bank in question in my post, hoping to get some sort of reaction from them. A discussion then started on my wall about which was the better bank for me to move to. I did get a reaction from my bank but not quite what I was hoping for. The call was from one of the higher echelons of the bank. For the first few seconds of the conversation I was like, oh cool, at least they are apologising for the inconvenience. Then suddenly it kind of shifted to it wasn't really necessary for me to tarnish the image of the bank like that on such a public forum and there was even a suggestion I remove my post. Really? REALLY? To be honest, I actually did feel bad for sometime. Maybe I had taken it too far I thought, maybe it really wasn't necessary to do what I had done.I almost deleted the post too. But then I thought no. I will not take it down and I sure as hell am not the one tarnishing the image of your bank. You are doing that all by yourself by providing substandard service. Period. Zimbabweans are so used to bad service that if anyone dares complain, they are somehow made out to be the bad guy.
There are so many, so many examples of terrible service in this country. Recently I called our national airline just to find out what days and times they had an evening flight to Joburg from Harare. I still don't know because I was told to hold on like a million times and more often that not the line went dead while I was still holding. So I had to go back to British Airways even though I wanted to support our national airline.
Then today my workmate found a roach in her pizza. Of course as the self proclaimed "customer service popo" I immediately took the below pic and posted it on the eatout.co.zw Facebook page. I am pleased to say the Operations Manager for this pizza chain was very professional, called, apologised and offered some recompense. I'd like to believe heads will roll at the pizza outlet and such occurances will be avoided in the future. None of this "you are tarnishing the company's image by posting your issues on Facebook".
|New roach flavoured pizza topping|
I absolutely love and adore my country and am a greater supporter of the whole "buy Zimbabwean" concept. However, we still have a long way to go as far as putting the customer first is concerned. Businesses and individuals need to realise and accept that it is a customer's RIGHT to complain about poor/unfair service. It is not overracting. It is not a personal vendetta. It is not attention seeking. As a customer, I am PAYING you for a product or service therefore it is my RIGHT to get what I deem a great product/service. If I don't get what I want, I can make as much noise as I want until you get your house in order.
Let us strive to make our customer's experiences as pleasant and pain free as possible. After all, a happy customer is a repeat customer and I honestly don't know which business would not want that!