Fuzzy warm personality

It's over a year ago that I walked into a Capitec Bank branch in Newcastle Mall complaining of a card that never came out of an ATM, I was furious and did not want to pay for a replacement fee of a card and why would I because it's Capitec Machine that is faulty. My card was replaced and the fee was to reversed later. An hour later I found my old card in my pocket. I decided to go back and apologize. It's the moment he created, he allowed me to correct my incident, my frustration. He made it conducive for me to apologize. Had it been any other person he could have made it worse or brushed me off as that annoying client. I'm truly grateful for the opportunity, thank you. If I'm not mistaken it was Mr Lab****ne the branch manager then.