Hi there everybody,

I have been in the fortunate position of being part of the evolution of this exhilarating website. I have been hands-on at getclosure! since the first complaint was delivered on 28 June 2007. As it happens, that complaint was against First National Bank (FNB) and I’m delighted that FNB was the first South African company to sign on the dotted line and subscribe to getclosure! It’s very rewarding to see the positive feedback that FNB has been receiving from customers using getclosure! to resolve their complaints.

In a meeting last week with a multinational fast food company, the pertinent issue of responsible complaining was raised. As consumers, we tend to forget that the person who receives our complaint is exactly that – a person. People are sensitive. Complaints are handled by people, not by complaint handling robots devoid of emotion. It is no wonder that rude and aggressive complaints are sometimes met with rude and aggressive responses or simply no response at all.

Any company worth their salt should actually encourage responsible complaining. Complaints act as a performance barometer and allow suppliers to see where they are going wrong and to gain a competitive edge over their competition. Competition is healthy and results in an overall improvement of service across an entire sector.

With this in mind, is it not a better idea to give the company an opportunity to respond to your complaint in a prompt and professional manner before lambasting it in a public forum?

getclosure! presents this opportunity to consumers in a hassle free, easy to use interface. For more information please feel free to email me at richard@getclosure.co.za.

Richard is the sales and marketing manager of getclosure! He has played a significant role in getting the initiative off the ground and manages the day to day operations of getclosure! Click here to read more about Richard.