From disgusted JHB service to awesome Cape Town service

My client phoned and informed us that one of the boxes in his courier bag was missing, I immediately phoned the manager from Johannesburg who's number I got from the previous manager who is not working there anymore. The manager from Johannesburg "Heindrich was of no help at all! I dont even know how he is in this position, he never asked for the waybill number, he never offered to phone the Cape Town branch to see if he can sort out something for us, he could not give us an estimate time or days to investigate, he just asked that we must email the complaint and all photos to him and then he will take it from there. I have been a client for about 5 years, my company is using your service everyday and you dont even have the spirit to solve a problem or assist an existing client with a problem. I believe in excellent service and that is what I promise my clients and now I must look bad in front of my client because of your mistakes!

BUT A BIG THANK YOU TO Aubin/Orbin (not sure iF his name is spelled correct) from the Cape Town branch. You are one awesome person, you noticed the box on your table this morning, you went out of your way to contact us and you immediately arrange delivery to my client, you even contacted my client to inform him of his parcel. I wish there was more people like you! You have pride in your job and I respect that, you immediately change one stressed Monday into a smiling relieved day....Thank you for that!

Regards Yolanda