Great manager of all times

I brought Nandos for two consecutive weeks and on both occasions it was just not up to standards of Nandos. So i complained to head office and the response was fast and efficient. first thing in the morning branch manager called me to understand what is the problem and how she can avoid such from happening. Instead of discussing all of this over the phone she first established whe can i avail my self to the store. I went there to discuss my concern about quality of food received. What i like is she was humbled, listened without interjecting, she was not defensive bu lastly she did not blame her staff members an promise to fire people. She said we will retrain our staff an monitor the progress and she outlined on how they are going to do such a time frame was attached to the plan. I noticed her staff member were more comfortable with her and they are not afraid of her. Which is very good thing an that means if her staff is happy like i noticed then you will retain more employees and your service will be great. I would like to say she did delight me when she offered something which is unusual with most big business operating in townships.