We travelled to Durban this weekend for a blessed occasion – a big birthday which ended with the surprise engagement announcement of a most extraordinary couple. It was quite an event, and took us back to the Beverly Hills Hotel for the first time in some years. Brilliant hotelier Sol Kerzner’s 1964 creation, the country’s very first five star hotel, has aged well. You never can replace that superb sea view. And although pricey, the rooms are as comfortable as ever.

Even better, though, was the reminder of a wonderful business lesson.

When we arrived, we hit a couple of hitches you don’t really expect when paying five star prices. At one point Mrs H was sufficiently irritated to suggest we find an alternative. It wasn’t an idle threat. Jeanette rightly believes we work hard enough to demand value when we spend our money. We’ve twice moved out of hotels over the past couple years – once in Dublin when the clerk refused to move us from a smoking room; the other in New York where we were put next to a lift shaft which pinged loudly every time the elevator stopped on the floor.

This time it was a much happier ending. After doing their investigation, the Tsogo Sun staff explained in some detail why things had gone awry with the booking and were quick to rectify the mistakes. Their approach turned us from irritated never-returners to happy customers. And served as a reminder that the complaining customer is every business’s best opportunity to improve. First, they help you avoid repeating a mistake you might otherwise not have known about. And a customer whose complaint is turned around often becomes a loyal and supportive ambassador. So, well done to team Beverly Hills. And, when we screw up at Biznews, please let us know. Our readers and listeners – that means you – are our customers. Like Avis, we try harder. But sometimes need a little nudge to appreciate where we can improve.