By: Gavin Mills


Is it because the ‘A Team' of the SA workforce has already left or is in the process of leaving the country, and we are just incapable of delivering better? Or is it because in general, with very few effective retaliatory options open to the consumer, owners and custodians know they can get away with it, and just don't care. Whatever the reason, as South Africans, we have lowered our expectations, and in general take the path of least hassle, yielding to the bullshit that is delivered to us, and basically not doing much about it.

This attitude is clearly evident in every facet of our society, from politics to business, from sport to pleasure, and it is just not good enough! We all know the talk, and the brands we drive carry their flags brazenly into our lives every single day. But it is up to us to ensure they walk the walk - or resign ourselves to standing quietly and submissively on the side, as our world crashes down around us... Sorry, but this is not my mindspace.

For this reason, I decided to start writing about ‘the good, the bad and the smugly': companies, brands and organisations which make a parody of advertising, and insult their target markets, by not delivering on their visions, missions and brand promises. (So you're probably thinking, "Why the whining here and not on Hello Peter or some similar platform...?" I am not looking to share my feelings only with those complaining. Every South African has the right to expect value for his hard earned buck, and as a result should know who offers excellence - as well as who fails to do so.)

THE GOOD
In the face of a general decline in service quality, thank heavens there are still one or two positive stories... Very recently I needed to go for a knee replacement. Not a pleasant experience... I have had quite a few knee ops over the past two decades and decided this time to get it right. After hours, days and weeks of research and fact finding, I was finally pointed in the direction of Dr Spike Erasmus at the Stellenbosch Medi-Clinic.

Outcomes speak louder than words, so rather than tell you about my experience, here are the facts: went into hospital on the Monday, after the most streamlined admittance process I have ever experienced. Had the knee replacement operation on the Tuesday. By Wednesday I was walking around on crutches. Now a week later, I am basically free of pain and although still limping, getting around quite easily with the assistance of a single crutch!

As far as I am concerned, going to Spike Erasmus, his team, and the Stellenbosch Medi-clinic was like once again visiting a top, first world medical institution. Congratulations, Spike and your team - and thanks a tonne.

THE BAD
I am positive that many small business owners like myself have run the gauntlet many times over, trying to identify and source decent auditors, bookkeepers, financial advisors, mentors, and business consultants. Needless to say, after more than ten years trying to find individuals or companies servicing this sector who could at least walk their talk, I am very cynical about most of those playing in this corner of the sandpit. But even I was taken aback by the poor service received from a company called Phezulu Capital under the helm of a Mr Tyrone Nel.

Like most individuals in this arena, Tyrone is a likeable individual and on our first meeting, appeared to be the answer to my financial management dreams. His talk was exactly what I needed, and I eventually thought the cyclic turbulence in this facet of my business would be a thing of the past.

In fact, I was so impressed by what he spun that I decided to get Phezulu Properties (under the Phezulu umbrella) to manage two small townhouses as well, on my behalf.

I should have seen though Tyrone much earlier - like when we were informed that we would be paying for our bookkeeping services monthly in advance, and when he refused to hand out his cellphone number. I understand his reluctance to make his cell number common knowledge, but providing it to the MD of one of his clients does not seem too unreasonable (when evaluated against the way my company does business and the service we offer to our clients). But as it turned out, I didn't...

One again, actions speak louder than words. After two months with Phezulu, despite major promises in terms of the service agreement, my books were already one month in arrears, I received no management reports, and found it extremely difficult to reach Tyrone to get it back on track. With regard to our properties, his property management wing collected rent from my tenants, and then failed to pass our share over to us, until repeatedly asked. Finally they failed to take timeous action on the replacement of a faulty geyser in one of the townhouses, which resulted in a serious breakdown in relationships both with the tenant and with the complex body corporate.

A decision was taken to terminate the relationship with Phezulu, and this is when the fun really began. Trying to get the money owed to us by Phezulu for collected rent and for bookkeeping services paid for in advance, was like trying to get blood out of the proverbial stone. An unpleasant experience to say the least, but one that possibly through this article, can stop some other unsuspecting sucker from being taken.

THE SMUGLY
Two years ago, I decided to ‘take the leap' from BMW to Mercedes when I acquired a ‘previously loved' Merc 500 CLK from Investment Cars. I cannot begin to describe my exhilaration that first day as I pulled smoothly and silently out of Investment Cars in my sexy black ‘boy's toy'. I was now one of the elite few who would experience the true luxury of what is widely considered as the ultimate vehicle brand.

Two years down the line? What a mistake, what a misguided perception! The first problem: I bought the car through Investment Cars, and was then simply handed over to Sandown Motors to handle the relationship from there on. They would be the ones that service the vehicle. They would be the ones that provided after-sales service. But they were a third party!

One again, actions speak louder than words. Since I have had the car, I doubt if it has been out of the garage for more than six weeks at a stretch. Almost every month something breaks or needs adjusting or replacing. All in all, despite having an extended motor plan, I have paid out over R100 000 over the past two years for services, repairs and maintenance.

Recently, the car started making noises behind the dashboard (which had been removed twice in the previous two months to fix the instrument cluster and the cubby hole - two different occurrences).

By this stage, I had had enough. Even the service advisors etc from Sandown motors (most of whom I am on first name terms with from visiting so often) agreed that this was unacceptable. Then I was informed (by some of the service staff) that this kind of behaviour could almost be expected from a Mercedes with more than 120 000km on the clock!

What happened to the reliability of Mercedes where my father drove a 280SE for 20 years with the only inconveniences being regular services? What happened to the brand which was supposed to eclipse BMW, when my old BM had done 250 000km with hardly a problem?

I decided to take the matter up directly with Mercedes Benz. Once again, the outcome: they were prepared to pay 20% of my portion of the repairs, as a gesture of goodwill! What goodwill? By their actions, does this mean they agree that my experience with ‘Fifi' (the name I gave my car after she turned out to be such a temperamental bitch) is par for the course?

I do not believe this. I still believe Mercedes is a premium brand. The long and the short of it, however: when I decide to replace my CLK, and if it should be for another top-end luxury brand, Mercedes will definitely be at the bottom of the pile!

Viva strong brands and organisations, viva service excellence. Let us, the consumers who throw our hard earned money in their directions, make sure those charged with the responsibility of ensuring delivery, do what is expected of them... Nothing more, and nothing less!

Visit our PRESS OFFICE: “You see things and ask, 'Why?'. I dream things that never were and ask, 'Why not?'.Never a Dull Moment- more....

[30 Jun 2008 17:09]

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