Southern Sun Service Surprise

I know that only this afternoon I was going on about how I thought Southern Sun Sucked after a disappointing service experience, but I’ve had to swallow my words.

I received a call two hours ago, at 20h15, only four hours after publishing the original post, from Stuart (General Manager) to apologise and indicate that he would follow up on the complaint personally. He was very gracious and assured me, without blaming Telkom or ‘the system’ or his staff, that he would look into it.

I really appreciate that, credit to Southern Sun for agility and authenticity. Maybe South Africa’s biggest brands are learning to listen after all?

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  • http://www.vincentmaher.com Vincent Maher

    That is VERY impressive – do you think he trolls the local blogosphere or someone brought it to his attention?

  • http://www.jasonbagley.com JBagley

    C’mon Mike, following up on a complaint and actually DOING something about it are 2 different things.

    Wait and see what the outcome of his investigation is before backtracking on your words. ;-)

  • http://www.mikestopforth.com Mike

    Hey Vincent – I think 99% chance the latter. Jason – sometimes recognition is half the battle won. I appreciate the effort, and as long as something gets done about it so that other guests don’t have the same experience, I’m really cool with it.

  • http://wiredgecko.net Paul

    The fact that he called is already a big thing. That is already doing something and at least he listened to what you had to say!

  • Stuart Geddes

    Dear Mike,
    Thank you for taking the time out to discuss your concerns regarding the service you experienced at my establishment. Your remarks have made me appreciate and understand the needs of Internet users. I will continue to look at options, which will make the expeience of purchasing and or gaining access to the landing page an easier one. Kind regards Stuart

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