Service in South Africa: Heroes and zeros

South Africa has one of the worst service ethoses in the world. I’m trying to think which nation in the world that I have travelled to is worse and can’t. And yes, I deliberately avoid Nigeria, there is just so much trauma I’m prepared to experience in one lifetime.

Because the end of the year is a time of reflection, I’ve thought back to the best and worst service I’ve experienced here and internationally and asked friends for their input too.

There seems to be scant awareness in South Africa that we’ve lost rainbow nation status and it’s a long flight to get here. Once tourists arrive at the ongoing nightmare that is OR Tambo International Airport they are accosted by taxi touts, something not allowed in foreign nations and guaranteed to put me in a bad mood the minute I arrive home, assuming that Home Affairs or customs staff have been civil.

On a recent trip back from Europe, although our early morning flight was the only one in, passport control was pandemonium. A woman officer who would have suited the Gestapo ordered travellers around with such rudeness that finally a black British woman tourist shouted back at her: “How dare you speak to us like this? I’m a visitor to your country.” No apologies were forthcoming, naturally.

South African airports and their staff are the least welcoming of any in the world, and I’ve travelled to multiple destinations on six continents and lived on three continents.

Service is the biggest revenue earner in the world today. Ireland and India, as examples have grown rich and employed millions through excellent service, but South Africans think they are too special to get off their butts, smile, show some manners and offer reliable, honest service.

I started 2007 on the allegedly five-star Dolphin Trail, which is partly operated with the Eastern Cape Parks service and hotel owners. We stayed overnight at the Storms River camp in the beautiful Tsitsikamma reserve, which has been marred by downmarket two-star chalets and tents and caravans clogging every space. Greed and poor planning have eroded its potential.

We had to dine at the Tsitsikamma reserve restaurant in terms of the itinerary but because of a strike only learners were serving and no one seemed to have taught them anything. The food was shocking and even ordering tea was a mission. The hotels on the hike were definitely not five-star, perhaps three-star and lunchtime stops, where we were supposed to dine at picnic tables, saw cheap cold meats meals with no thought that some might be vegetarian or not eat pork. Only three were South Africans of the 10 on the hike, the others were wealthy foreigners who were unimpressed.

I booked an airport taxi to fetch us on our return and when I phoned to confirm was quoted a different price — double — to that agreed upon early in December. It took angry negotiations to get it back to what was initially agreed and then when we were dropped off the taxi driver pocketed the money and did not give the R70 change that was due.

I’m loathe to have debit orders come off my account because I’ve so often been doubled billed and I rarely have time to scrutinise bank statements as I know we should. This Christmas, with a little time, I looked at a few of my accounts and wouldn’t you know, I’d written three times to MWeb early in 2007 saying I hadn’t wanted a website because the design they presented was so poor, but despite that they’d charged me for one the whole year — raising my monthly payments almost three times. I have been reimbursed with interest, but it took a fight to get it.

I’ve been trying to cancel a contract with Planet Fitness since September and won’t go into the litany of that effort, nor the fact that in recent times I’d been double- and treble-billed. I was given a written promise of a refund on 20 December, but it’s still not in my account. When I complained on the 27th I was told nearly everyone was away and they’d probably only be able to tell me why the refund hadn’t come through after the 4th or 8th January.

By contrast I cancelled an insurance contract with Santam, which I escalated when the call centre was unhelpful; the level of concern, professionalism and rapid assistance was unbelievable. Well, let me rephrase that, it is average for the rest of the world but in a service-poor South Africa it was fantastic. They’ll certainly get more patronage from me in the years ahead.

Overall the best service I and friends have experienced in 2007 is from internet shopping sites, Amazon and eBay (where I would do most of my shopping if the levels of theft from the SA Postal service weren’t so horrendous — books and CDs can get through, but clothes always get stolen). It’s worth paying more for items to get couriered but then anticipate long delays on items getting through customs — but it’s worth it, you can still, even after paying courier and customs duties, get better products cheaper this way.

www.expedia.com is the most fantastic way to travel — you’re able to assess the cheapest flights on any route and the fastest flying time. Tickets get couriered to you from Atlanta at no extra -cost within three days, or you get e-tickets and can get discounted car hire, hotel bookings, tourist tickets, for example those to museums, plays and even audio-busses as well as carbon credits. Why anyone would want to waste their time with a travel agent is beyond me.

After four years of wrangling with Johannesburg’s poorly managed electricity department about wrongful cut-offs I’m now in the efficient hands of Jacob Morake. He also noticed that my water and electricity bills seemed too high and launched an investigation, including the installation of a new water meter; it cost me just over R600 but my bills have dropped to a third of what they were. The investigation is ongoing and every month I get a courtesy call from Morake just to let me know he is still on to it. He gets my service provider of the year award.

Others that I would rate as excellent are Chubb security, Edgars and Woolworths In-The-Bag home deliveries.

A friend rated Johannesburg Water top; she said that within an hour of reporting a burst pipe during renovations officials were on site attending to the matter.

Others rated efficient service from magazines including Time, the New York Review of Books and the Economist, “because I always receive my magazine bang on time with little or no delay” as one noted. She also rated as top “kulula.com for allowing me to check in late for a flight — and my luggage arrived”.

I’ve found their service from Lanseria exceptional — none of the hassle of OR Tambo International, there is a great airport at Lanseria with comfy chairs, free coffee, easy parking and excellent service.

A photographer ranked Ez Shuttle, Pretoria (pronounce “Easy” Shuttle), as her best service provider of the year: “They are a new shuttle service, who literally go the extra mile. Their drivers are punctual, friendly, and make the journey a memorable one. Owner: Guyck van Heerden 082 414 0293.”

Another friend rated MTN highly, “for always having coverage except for when I was on holiday at the Sabi Sands.”

I’ve had Vodacom ever since cellphones came out and its service and client relations have always been exceptional.

Under the category of “Service Providers I Loathe”, friends commented:

Virgin Morningside — for closing for the second time this year to do the renovations for two months that they were supposed to do just for one month last year.
Nationwide — for losing luggage between Lusaka and Jo’burg for a direct flight of which we were the only flight leaving Lusaka the whole day.
Investec — for charging the earth in banking charges with zero delivery.
Sorbet Nails in Bryanston — for making me hold the line while the therapist complained about my ignorance of Environ products and then hung up?
A hairdresser who will remain unnamed because she is a friend’s aunt who burned my neck (with a noticeable scar) while blow-drying my hair. (By contrast I’ve experienced consistently great service with Jeauval salons in Durban and Johannesburg and Gregg in Parkhurst.)
Nedbank, Rivonia, because I had to go in eight times for one simple request — so much for their “ask once” policy — to change my surname and marital status. They had every possible combination, including Miss Hibbert, making me my husband’s sister! Their “ask once” policy states that if you have to ask a second time, they will donate R50 to a charity of your choice. When I told them I asked an extra seven times, so 7 x R50 = R350 for my charity, they told me I would have to complete forms (which they didn’t have!) and that I should not mention the branch!

An investment banker friend, when asked for his best and worst service providers commented: “Frankly they are all rubbish; they are most helpful when you need to sign up.”

Perhaps they’re so lazy because we don’t complain often enough other than among friends. So here’s to the excellent, long may they prosper. And as for the lazy and inept, go for training. Edcon sends every staff member to at least a week of training a year; it’s about time more South African companies did the same. And if you’re in the service industry, how about working on your attitude and if you can’t, then take a back-room job.