Efficiency VS non efficiency

Good day... I would like to compliment Mr Ngcobo from the Escort branch in Kzn for his efficient and excellent service. As the bereaved family we felt valued and believe that he lives by the Avbob slogan "we are here for u". The claim process was easy, he explained all the benefits that come we my package. The claim was paid within the communicated SLA.

In the same breathe, the service recieved from the time we entered the branch was appallonh.On the 09/06 in the morning, just around 12:00, I was with my two sisters in our grieving gear, no one paid attention to us. Someone from the back shouted to lady colleague "who had just entered from outside that she must assist us as Mbali is on lunch, the lady informed us that we shuld wait for the person on lunch to come back". With the busy day that we had ahead of us, I called the branch while sitting there and a lady who was eating slid her chair to answer then I hung up, informed her that we are here to claim. That's whn we were directed to Mr Ngcobos office. I didn't get the lady's name however shes a plus size lady who culdnt be bothered.

I ask my self that how can we have people like Mr Ngcobo and this lady working for the same institution but not driving the same behaviors.

If it wasn't for Mr Ngcobos excellent service, I wuld have taken my policies elsewhere. Big up sir