Bugger The People

At our much-loved Home Affairs department I experienced again the power of the BTC approach to service. For those unfamiliar with government's cutting-edge service model, it's short for Bugger The Customer.

This trickles, or gushes, down from the overarching BTP value - Bugger The People. I am sure that you are at least familiar with the ubuLongwe (manure) philosophy

 uMuntu nguMuntu ngokuganga ngaBantu. Roughly translated: I am a person because I can mess other people around. 

Walk up to this department and you enter a bad forgery of one of the famous paintings of hell. People in various stages of discomfort, tiredness, boredom, anxiety and hunger queue endlessly. Scurrying about like little demons, are people selling places in the queue and everything else from chairs and overpriced photos to black pens. A gruff security person directs some who have been queuing for an hour into a new queue. 

Confusion reigns within and without as mysterious directions are given on each step of the highly classified process. Thank goodness for those who have gone before. That's  the only uBuntu in evidence. They helped fill in the pieces of the dreary puzzle. 

While the Home Affairs we know and love fulfilled all my low expectations, I was surprised to see similar scenes played out at a well-known retail store. Pensioners played musical queues as cashiers would suddenly disappear like the decuplets or a famous lawman. It might have helped to announce: "I've run out of cash. Please be patient. Back in ten hours." Then again, why spoil the fun of playing Guess What Happens Now with a little communication? 

There are three pillars of customer service excellence (call me for details, if mystified). They are not confusion, communication chasms and queuing for pleasure. But perhaps this service, in true BTC vein, is regarded as A Great Favour. 

Not much has changed. As in the good old days of Hendrik, John and Pieter, the poor, the powerless, the vulnerable are thoroughly disrespected. It's probably so worldwide. 

We're just so very, very good at it.

Tips for the blogger gratefully accepted 

Capitec Bank, South Africa  

1378565477

O Tichmann 

+27 833970723