What happened at Nando’s yesterday was the most disappointing thing to happen to me!

Yesterday(22nd January 2021 at around 6:20) I went to go purchase a meal at the westgate franchise I was helped and then proceeded to another restaurant to go collect my order while my Nando’s meal was being prepared. I returned with the food and beverage from the other restaurant and sat at the waiting area while drinking my beverage with my mask on but moved down so that I can be able to drink, while I was on the phone replying to some emails a lady name Nosiphiwe then walks towards me and says “askies bhut”! I then look up assuming that she’s telling me that my my order is ready, to my surprise she say “Gqoka imask bhuti imask”(wear your mask brother). I then ask why doesn’t she greet me first and then she still say “hayi just wear your mask”. I then show her my drink and ask how I’m supposed to drink with my mask on? She then didn’t answer me instead said that she’s just doing her job. I was having such a lovely day and I’d told myself that I wouldn’t let anything ruin my day but I tried to maintain composure but I then refused to let it go because I myself run a business and customer service is something I strive on. I come from a customer services and sales environment when I was still employed however all my industry experience is used in how I run my current business and I know that customer service is what retains customers and is key for exposure hence my business gets the core of its clients on a referral basis because my current clients are getting convenient,RESPECTFUL, and reliable service. This is because I learnt and understood that you can have an amazing product but if you have a ****py reputation, your business won’t survive. What peeved me is that I then asked for the manager and asked him to give me the lady’s name as she was hiding her name tag after our exchange of words, the manager Joel(I slightly saw it) was refusing to give me her name and I told him that by law, he has to give me her name, as he kept refusing, he slowly started hiding his but I saw a glimpse of it hence I couldn’t be sure on the name. How I know Nosiphiwe’s name is because another customer witnessed this happen and had saw her name tag(by the way, I found the customer there when I went to buy, I came back and got my order before him, he was already complaining to her before I returned from the other restaurant, complaining about his time there). We all love Nando’s, not only for the food but also how socially relatable and querkie your marketing team is. BUT having people like Nosiphiwe and Joel at the front end of your product that yo make so well and market incredibly will not help the image that you have worked so hard for all these years and have now finessed it. People at the stores are the ambassadors of your brand and those two ‘ambassadors’ are strongly denying your image.

I am truly disappointed!!!