Make Service the Rule not the Exception

I am going through the process of getting all my affairs sorted out and in order. Like a lot of us, one of my biggest assets is my home which I have on bond with Standard Bank Home Loans. At 8:30 this morning ( Monday 11 Nov 24) My lawyer told me she needed a detailed bond statement and a copy of my original bond agreement. Based on my previous experiences with Standard Bank getting documentation out of Standard Bank takes a minimum of 3 days and at least 2 follow-up visits, which by default means queuing for an hour each time to spend 10 minutes with a consultant, trying to stay calm while you chase up where the hell are those documents you asked for 3 days ago?. At 9:45 this morning ( 11 Nov 24) I dropped those documents off at my lawyer's office. What I was expecting to take a minimum of 3 days, took an hour and a half. When I was sitting in front of the consultant ( Sello) in the Lephalale Branch of Standard telling him what I wanted I asked him did he think he could have the documents here by Wednesday 13 Nov as I had an appointment with the manager on Wednesday and if I could collect these other documents at the same time I could effectively " kill 2 birds with one stone on Wednesday and as I was seeing the manager on Wednesday, I would not have to queue which in itself was a blessing, he said to me " If you just wait you can have it now" -I was as we say in English slang " Gob Smacked" translates into lost for words . Now Standard Bank, Lepahlale, I ask you with tears in my eyes, was that so hard? Why must the kind of service I got today be the " exception and not the rule" - we live in hope.