On 10/9/13 at 11h10, I sent an email to Mrs Funeka Montjane, CEO - personal and business banking requesting assistance with a very complex matter involving my home loan. Considering her role, I assumed she would probably get to my email in a few days to a week or so.
Can you imagine my amazement when I got a reply from Mrs Montjane just an hour later? Not only acknowledging receipt of my email, but also informing me that my query was already being attended to.
In an hour, a CEO had read my mail, taken action and responded. Efficiency at its best!
Most humbling was the empathy in her tone. She wrote..."I understand your dilemma". How many leaders today are able to relate to the people they serve? Right there I knew that despite the outcome of my request, Std bank was my home.
I once read an article in Forbes that behind every successful business, you are likely to find a leader who has mastered the skill of empathy.
At 13h50 on the same day, I received a phone call saying that my matter had been resolved in my favor.
In my 15 years with Std bank I've always known that I was with the best bank, but My recent experience has taken this view to greater elevations.
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