Get it in writing

We get a lot of people contacting us with complaints and we’re used to the emotions by now. We can cope with the anxiety, disappointment and confusion consumers are experiencing. We can deal with their anger and desire for retribution.

What I sometimes find difficult to manage are my own emotions. In particular that sinking sense in my stomach when a consumer tells me, “No, it was a verbal agreement, we didn’t put anything in writing”.

Whenever I hear or read this I know life is going to be difficult. It almost always means that the consumer is completely out of luck.

Editor's Comment
Closure as pain lingers

March 28 will go down as a day that Batswana will never forget because of the accident that occurred near Mmamatlakala in Limpopo, South Africa. The tragedy affected not only the grieving families but the nation at large. Batswana throughout the process stood behind the grieving families and the governments of Botswana and South Africa need much more than a pat on the back.Last Saturday was a day when family members said their last goodbyes to...

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