A glittering diamond amongst a smoldering mass of ashes

The role of all service providers, be the government, the corporate-or private sectors, have come under serious scrutiny during the Covid19 pandemic. In many cases consumers and other beneficiaries of services have been severely compromised by attitudes of indifference and no-caring. My recent experience with the Grahamstown branch of Standard Bank has been completely the opposite, when I required help with an 'unusual' and thus rather complex transaction. The fact that I received excellent services from a number of individuals, must surely be a reflection of the degree of professionalism and work ethic of the branch manager and all its staff members. I arrived at the branch and joined a lengthy queue of clients. A very friendly bank official, Ms. Zenobia Ruschenbaum then briefly spoke to each person waiting in the queue. She not only explained to each customer that the branch had to be reduced to urgent business only due to someone has tested positive for the Codvid 19 virus but ent on to advise each one, scurrying back inside the branch to assist those matters which needed more urgent attention. Everyone now had information and their cases heard and solutions proffered. It struck me that, unlike in many other cases (and especially affected government departments), the Standard Bank branch had not merely put up an "office closed" sign, but showed concern and caring for each and every customer, the majority of whom were obviously poor and aged. I handed in a letter with my case and returned home, waiting for the branch to reopen. To my pleasant surprise, I received a personal call from the branch manager, Ms. Pinda Mnqeta, offering her assistance. Ms. Mnqeta proceeded to make various appointments with her staff, gave me a number where I could contact her personally and even awaited me at the reception when I returned for the appointments. I found the two Standard Bank officials who then helped me, Ms. Busiswe Nxawe and MsKanyisa Samla, most helpful, professional, friendly, and efficient. This appears to be a branch that, from the area and branch managers down to every staff member, has developed into a wonderful team, inculcating problem-solving, friendliness, approachability, the 'human touch' and efficiency. These are values which, especially in these times were the trend is to attempt to improve productivity at the expense of interpersonal contact, are sadly lacking in the world consumers are faced with. A big THANK YOU to the GRAHAMSTOWN BRANCH, STANDARD BANK!