Right here under our noses, promises are made often to consumers. “We’re attending to it”, “Just sit there” – huh, where? – the place is full of people with a variety of problems. “Your refund is being processed”, “Just fill in this form”, “I’m on my way”. These are just some of the things we as consumers, or the so-called man in the street, go through often. Fortunately the “cheque is in the post” has all but disappeared.
Many South Africans, when experiencing a problem they simply cannot fix themselves, often wonder why they are constantly being short-changed, sent from pillar to post, or forced to wait, name it what you will.
People also complain a lot and often that someone has treated them badly, be it government officials, call centres, the plumber, electrician, banker, insurance company, cellphone provider – the list is endless.
Let’s unpack this a bit (some personal experience cited and no names, no pack drill):
- You go to renew your driver’s licence. You end up in a queue playing musical chairs for hours (if you’re lucky) or days (if not). What do you do? Shaddap your face!
- You call your cell phonesupplier to find out (for instance) what has happened to your data that was loaded only yesterday. You follow the prompts – and still land up in the wrong department. The response inevitably is “We’re investigating, can we top you up?” Huh? Again? And pay again? Ag nee!
- Over and above all the many scary things that happen at ATMs, you try to withdraw some of your money from the ATM. There’s nil, zip, niks, nada in your account. You call (of course) the emergency number. Oops, no, you’ll have to go to your branch. You do so, and the consultant says you withdrew your last grand in Malaysia last night. Jislaaik, but I must be Superman, because I am right here and why would I go to another country to do that? You fill in forms, do an affidavit that you did not clone your card and sent it to a friend or whatever thousands of clicks away . . . and you wait a week to get your own money back.
- You have an electrical problem and, because you are left-handed and thus permanently disadvantaged, you call an electrician. First you have to cough up the “call-out fee”. Huh? What dat? Are you driving a 10-ton truck from Durbs to my house a few kilometres away, plus you haven’t done anything yet, pal.
- Or there’s a leak which needs a plumber’s expertise, not your own sticky tape and bubblegum. As above, pay me to come to your home. Duh.
- Your car gets bashed or stolen in a shopping mall’s parking lot in broad daylight. You go through all the stresses and strains (can fill the entire newspaper with this one) and end up thousands poorer after being treated as a criminal. No one takes responsibility. Why? It’s my car that was bashed/stolen, I’m not the offender. Of course your vehicle, if stolen, is all of a sudden worth much less too. And inevitably, your premium goes up, you criminal!
- If you’re lucky enough to be on medical, you can bet your boots that a number of things will not be covered – usually those items you actually need. And by mid-year you will run out of funds and enter the self-payment gap. And Boeta, that’s a painful experience.
I’m sure many people get “crooked” on a daily basis. And again and again we fall into these traps.
Before attempting to offer a solution, just this: how many times have you been promised your problem will be sorted just now, soon or nou-nou? And to your utter frustration you are forced to wait for days, thinking by yourself you should threaten that you are going to use another business that will actually do what they promise. But because deep down you know they are all the same, you wait . . .
Now, taking the above into consideration, is there a solution?
O yes! Take our President for example (ja-ja). Nobody tells him what to do or when to make a decision. He investigates, consults and then makes a decision, whether popular or not.
Take the current state capture saga. No rushing there, many advocates to debate ad infinitum. And the universities all over the country are awaiting the Prez’s response to a vital report. It is common knowledge that the students are now forcing the universities into a corner they don’t want to be. A time bomb? Sure.
Point being, according to the Constitution, you and I have the exact same rights.
And here’s the solution (from an ordinary citizen):
· If and when you are the customer/client, demand fair treatment. Insist.
· Make sure that the person/institution/company you deal with does what you want them to do, before you pay. If that service supplier does not adhere to the timeline to deliver the agreed upon service (whatever it is), if it is to be done at your home, ask them to leave and get someone else who will do the job. If you have to go to their premises, escalate the problem without delay. And do not take no for an answer.
· Dump those institutions that think they are doing you a favour, namely, if they don’t refund your money, replace your data, fix your vehicle, electricity, plumbing, etc, replace them with someone who cares about client service.
As a parting note and some questions:
Why punt maternity benefits on a medical aid to males 60-years plus? Or increase the price of items that have absolutely nothing but nothing to do with transport costs (due to an increase in the price of fuel – duh?). And of course we all do know that – when the price of fuel comes down, no-one but no-one reduces any prices. why do they get away with this?
It is time that companies, advertisers, service providers – throughout the spectrum, big or small one-man bands – do some real thinking about client service.
Clients/customers must insist that they do not want pre-packaged plans, be it insurance, medical aid, vehicles, data, etc. The service/product offered should without a shadow of a doubt comply with your needs, not what they think will suit the “average citizen”. Period. Nuff said.
And no – an annual increase is not a right, whether you’re a large institution, employer or an employee. This mantra of “our annual increase” is nonsense. Just nonsense.
Jan Kruger – Owner of a small business that has a passion for client service
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