Business Senseless

In a world where customer satisfaction, retention and loyalty are seen as key to business growth, I am stunned when well-known companies seem to take the approach that the customer is always wrong.

As a long-time client of both Takealot and FNB, I am especially frustrated by the service I've experienced of late, or lack thereof. My credit card was supposed to be delivered last month. It has now expired, meaning that bills have bounced and that I am getting charged.

I specifically arranged for Takealot couriers to deliver the card on Wednesday 2 March and the driver failed to arrive. That Friday evening I was at a local restaurant celebrating my birthday with some friends and afterwards noticed that I had a missed call from Takealot.

After following up I discovered that the card had been sent back to the depot in Joburg. Since then I have repeatedly contacted both Takealot and FNB, with the regular formula of Takealot employees claiming that they will phone me back in 10 minutes, which never happens.

Over a week ago FNB claimed that the card would arrive within 3-5 working days, but I am still without it. I haven't received updates from either institution.

So if having satisfied customers is the best business strategy of all, as entrepreneurs like Michael Leboeuf would have it, then by definition these brands are failing as good businesses.