Orbis Security Solutions Sweet and Waltons Sour Service Awards

The Sweet Service Award  goes to Reginald from Orbis Security Solutions at the Cape Town International airport parking garage.   Last week we fetched a German intern at the airport, our first visit since the completion of the construction of the new airport.  We had no feel for the location of the lifts to get to the Arrivals Hall, and Reginald became our guide when he cycled past us.  He found us a parking bay, walked us to the lift, and even played lift operator, sending us on our way to the International Arrivals Hall.  I also saw him helping two ladies lift up a suitcase and put it into the boot of their car.   Reginald is a most incredible service ambassador, not only for Cape Town International, but also for Cape Town and South Africa! 

The Sour Service Award  goes to Waltons in Hermanus, and its manager Kathy and storeman Laurence.  What was planned to be a Sweet Service Award to Alicia, for her efficiency in keeping fax cartridges, and for staying on after 17h00, due to the delay in getting to the shop due to a terrible accident on the outskirts of Hermanus, has become a Sour Service Award due to the rudeness and lack of care for the customer.   When I arrived at 17h15 at the shop, I was barked at by Laurence, when I asked for two printer cartridges too.  Laurence rudely told me that they had closed off, and that I was late anyway – I had called Alicia every 5 minutes for half an hour, to keep her up to date on our very slow progress through the traffic build-up due to the accident.   The Waltons’ staff transport was equally held up due to the accident, and all staff were still in the shop.  When I called to complain to the manager Kathy the next day, she had not bothered to find out from her colleagues what Laurence had said to me, even though she expected my call, and did not apologise for his rudeness. 

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

2 replies on “Orbis Security Solutions Sweet and Waltons Sour Service Awards”

  1. Brad says:

    Unincentivised Staff do not have the inclination to do anything more than their job definition states.

    The Sour award should go to the Management of the shop only for not being able to encourage her staff to be more helpful.

    By incentives I do not mean monetary only.

    Small Town Syndrome I reckon

  2. It seems more than small town Brad – there seems to be a pattern of poor management (hidden away in the back office) at Waltons’ stores, from my experience.

    But you are correct about the management, or lack of!


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