Customer first is more than a phrase, its an attitude.

This is a shout-out to the good people at the Eastgate branch in Bedfordview. My brother in law passed away two day ago. A survivor of the labour camps in China, where he spent 20 or so years from his late teens to his late 30's, he arrived eventually in South Africa speaking Mandarin & very little English. Despite the many (most!) institutions he mistrusted, he came to trust the people at Eastgate - where "everyone knew his name" and looked out for him. You can be professional with warmth or with coldness, with concern or with indifference. The people at Eastgate gave him the first, never the second. This week I've been closing down his financial life for him. For the final, they have come to the party and eased the processes. In particular, their receiving person at the front door, Charmaine, does more than hand out tickets. I've watched her many a time as she circulates amongst the customers in the hall checking and making sure that everyone keeps their end in view. In my experience, you can teach it, but the individual makes it happen. If its true that a Branch is as good as its senior management, this Branch is also blessed with good people at the top.