A while ago I made a commitment that the next ten posts would focus only on the things I love about South Africa. In the meantime, I’ve had several entertaining experiences I could write about, but they wouldn’t fit my current theme, so they’ll have to wait (and there are a couple of doozies, trust me!).
One of the things about South Africa that I still can’t get used to is their specific style of customer service. And by that I mean you could fill entire warehouses with all the craps service reps in South Africa don’t give about, well, anything. It was charming at first. Then it was frustrating. Then it escalated into raging, white-hot fury, making me wish all kinds of terrible things upon not only each person who sucked hours out of my day with their stunning lack of caring about anything in general, but also upon their entire families.
Pictured: actual photo of a South African customer service rep.
And now that rage has subsided into all all-encompassing numbness. No amount of burst blood vessels on my part is going to change anything. Asking to talk to a manager is about as effective as fishing for marlin in a toilet bowl. So now, I just assume things are going to go pear-shaped, and South Africa only very occasionally deviates from my expectations.
Except for when they do.
Here’s the part where I love South Africa: no matter how much this country wears you down, no matter how frustrated you get with the crippling inefficiency and staggering incompetence that seems to be built into the country’s very fabric, no matter how close you get to just giving up, there will ALWAYS be something that pops out of nowhere to remind you why you fell in love with South Africa in the first place.
This happened to me when I was in Richards Bay last week. I had just finished an incredibly long day, and I was tired and maybe a little bit grumpy. I had to wait for an inordinate period of time (it was at LEAST 32 seconds) before an attendant finally appeared, and I went in inside while he started to fill the car. When I came back out I was shocked to see the attendant and one of his colleagues frantically scrubbing not only my windshield, but my entire car!
Not pictured- my grumpy mood being blown to smithereens.
There was no hose or running water nearby, so one man kept running to the tap to refill the bucket they were using to rinse off the soap. These guys didn’t ask if I wanted my car washed. We had no pre-arranged agreement that I would pay them. They simply saw my car was dirty, so they hustled to go the extra mile.
I was impressed, bemused, and entertained. Just when it seems like South Africa has got the best of you, BOOM! Something like this happens. The guys insisted the R50 I gave them was too much, but they earned it.
So while frustration and chaos are commonplace here, so are moments that like these. And it’s these unexpected interactions in the middle of the hot mess that keep you coming back for more.
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Glad you enjoyed the treat of good service
It was unexpected, and it totally made my night better!
Nice. I still remember when they washed my car for me (unasked) at the B&B I stayed in near Addo.
Then there is the other situation. Picking up a package at CT airport, I had to pay some tax. After getting the paperwork, I went to the cashier’s window to pay but it had just turned noon. Now, there were two cashiers. So – of course – they *both* went to lunch together, leaving me to cool my heels for an hour until they returned. Isn’t that sweet?
Haha- sounds about right. Extremely good customer service or mind blowing customer dis-service are both pretty common here.
Not sure if my other comment worked. I totally agree. When I did my “sending Christmas cards around the world” experiment and SA came in dead last at like 45 days and several cards not making it at all, there was the one card that arrived even though I had totally mangled the postal code. Someone at the post office there saw it, thought about it, realized the mistake I’d made, and hand delivered the card to the proper place. Totally above and beyond what you’d expect.
I remember that experiment! I keep telling people that South Africa is a country of extremes- things are either really good, or really bad. There’s really no middle here.
(And yes- there was another short comment from you that came through, but it just said that you agree)
As an expat currently, when asked what I miss most about SA is the fuel stations. I’ve rarely had a bad experience at any of them. The small things in life you take for granted while living there…
I haven’t had any real bad experiences at the gas stations here, but my type A personality has a very hard time waiting for people to show up, waiting for them to finish washing the windshield, waiting for them to find a card machine to accept payment, etc. But I admit that’s more of a “me” problem- the service is generally really good!
I always loved everything about my gas station experiences in Johannesburg. The only time we had a negative experience was on the way back from Kruger Park. The guy decided to check our engine and oil etc, then presented us with the stick showing we needed oil. Dutifully we bought a refill. In hindsight we were saying, didn’t that just get changed last week? Should have been full. So, the guy probably scammed us, getting us to buy a can and keeping most of it for himself. But overall, I still miss SA service at the gas station even years later. Here is what I wrote when we had just gotten back: http://joburgexpat.com/2013/04/you-expect-me-to-do-that/
I actually can’t stand full serve gas stations! My type A personality doesn’t do well with waiting for people to do things for me. The worst is after the tank is full and waiting for the attendant to find an available card machine. But I do agree that we get spoiled here!
I love that post! We’ve discovered that we can get ACTUAL pepperoni pizza from Dominos here- it’s the kids favourite! It’s funny though that it’s priced as “premium” pizza here, whereas in North America, it’s one of the cheaper options. Oh well- hard cross to bear, I know.
Hi Phil,
Just found your blog and, LMAO. Moved here from Minnesota (I am 1/2 Canadian, mother from Winnipeg so basically Canadian)in 2015 and truly believe you are spot on. Love to meet up with you in the Western Cape, Franschhoek, if you are ever around this “neck of the woods”. Thanks for verbalizing all we have felt since we moved here!! Call me, maybe?
Regards,
Suzanne and John (a native Minnesotan)
Hey Suzanne! Thanks for taking the time to comment. I don’t get out that way very often (We went to Knysna in May, which was amazing!), but when we do, I’ll let you know! We’ve spent a lot of time on the East coast, so it just makes sense that we go the other way next time!
Nice CRJ reference there…