The Big Read: You want world-class service delivery? Just order a pizza

04 February 2016 - 02:23 By Jonathan Jansen

The other day I stumbled into the new Domino's Pizza in the neighbourhood and a booming voice came across the loudspeaker system with a singing crescendo: "Customer in the lane!" For a moment I was disoriented, thinking someone had transported me into another galaxy where they really meant things like Batho Pele or "the customer always comes first".

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