By Alec Hogg
There are a handful of globally competitive South African businesses. SAB Miller was the pioneer. It’s being joined by a growing number of others. After a shaky start Old Mutual is getting into that league. Judging by its success with French retailer Conforama, Steinhoff is also graduating into that elite club. Investec, too, is doing well abroad.
But the best of all, for me, is Discovery. After struggling initially in the US, an adjustment in its approach there appears to be working. There’s no doubting how well Discovery’s disruptive model has travelled to the UK. And news from China is positive.
The class of an organization, though, is reflected in the small things, the stuff that happens on the ground every day. The way its staff down the feeding chain react to an event that might not be big in the greater scheme but, for the customer, is a crisis. I had one on Tuesday. Discovery came through with flying colours. Again.
We’d set aside the day to visit the Swiss Embassy in Pretoria to arrange our Schengen Visas for the annual trip to Davos. Details are not relevant. It boiled down to needing a letter from Discovery Medical Aid confirming we’d be covered for any medical expenses while abroad. And we had a five minute window.
Maybe Lenel Jordaan is one of the company’s superstars. So I might be praising Discovery as a whole because of the actions of an outlier. What I do know, though, is Lenel’s unbelievable efficiency – and presumably the company’s processes – ensured that the letter was produced and in my phone’s email inbox with three minutes to spare. She sensed the urgency, realized what was required and made it happen.
Lenel Jordaan had no way of knowing that I’d already given up. As the Embassy would be closed until the 6th, my mind was working out not just how we’d find the time to make another trip to Pretoria, but how to change air tickets and accommodation.
Have written to Discovery CEO Adrian Gore a couple times to compliment him on excellent service. This time it slipped my mind. But a reminder came via an email today from Discovery’s Head of Service Mujeeb Bray asking me to rate the quality of my interaction with Lenel. One being poorest, 10 the best. No guessing why I’ve gone for double figures.
* Alec Hogg is the publisher and editor of Biznews.com
