Beyond Excellence!

South Africa! If I could give the Huawei Sandton City store 10* on this platform, I would. Firstly, Christopher is very good at customer handling, and his product knowledge is unquestionable. He could compare each of the products he showed me with other brands to ensure I understood their performance. He did not overpromise me anything.

This review is about service recovery & putting customers first! In summary: I purchased a laptop from them on March 13, and they realized the last two they had that morning were sold. Christopher informed me that the driver would be at their store around 17:00 the same day. I decided to pay for the device and planned to come and fetch it after 17:00. I arrived 20 minutes before the store closed because I had to work the next morning at 07:00. Therefore, I needed this laptop.

I found Brian, the Store Manager, and my laptop was not there. I explained my predicament, and he got on the phone without delay, while I waited.

He returned and asked for my home location, undertook to get this model from another store and deliver it to my home that same evening.

Brian drove from Sandton to Eastgate, got the laptop, then drove back to Sandton, and delivered the laptop I purchased to my home. It was after 20:00 when he arrived.

Some people would have resented the runaround and ensured I got the message through their body language. No, not Brian. He was still warm and friendly; he was glad he could enable me to serve my own clients. I was ecstatic!

As customers, we understand that things will go wrong—there is no perfect world. However, what a business does when things do not go as planned matters.

I know of brands that would have shrugged shoulders and told me, without shame, 'There is nothing we can do. Come back tomorrow.' Their managers do not even bother to come out from the back to support their frontline staff when things go wrong. The experience at Huawei Sandton, the sacrifice Brian made for a customer he does not know, is taking responsibility and putting customers first, no matter who they are & what they look like. Businesses in SA, look and learn; this is what CSAT & NPS is all about! He delivered, whatever it took! NPS, a perfect 10!

Man! Amazing service recovery! Thank you, and well done, Brian and the team at Huawei Sandton City!

Continue appreciating customers & making them feel valued!