We live in a world in which we jump at the opportunity to complain but often remain silent about the good. Speaking out about what requires improvement is necessary but giving credit where it is due is essential to encourage greatness. A hefty dose of positivity is needed and that’s exactly what the HiHelen digital platform provides.
The brainchild of Helen Szemerei, the platform is the first of its kind in the country. The website (www.hihelen.co.za), was launched in February and has already attracted a good deal of attention. Contrary to all the sites that focus on highlighting complaints, HiHelen celebrates what businesses are doing right. Companies that go above and beyond in their efforts to provide excellent service receive accolades from their customers – providing an authentic, honest and very public record for all to see.
Szemerei explains why we need to focus more on the ‘ups’ when it comes to service delivery, “South Africa needs to attract international investors and what better way than to showcase that we have much to recommend when it comes to business? Brands love positive feedback and by drawing attention to the good service standards provided by so many companies and organisations, we’re creating a culture of promoting as opposed to breaking down. ”
Sylvia Shutte, Managing Director of Stratitude, the agency that created and manages the HiHelen site, agrees, “Negative news does nothing to instil faith in us as a nation. When business flourishes, our economy flourishes. The knock on effect is more jobs, increased confidence and a better attitude. There is plenty to be proud of in the South African business sector.”
Companies have the opportunity to post the compliments they have received over the years – such emails and letters serve little purpose sitting in a file – now there is an ideal space to display them.
“Our clients are flattered when we approach them to share their experiences of service excellence because they understand the impact their feedback has when it comes to encouraging positivity” says Christelle Fourie. Fourie is the Managing Director of MUA Insurance Acceptances, a company that has participated in the HiHelen initiative from pilot stage to official roll-out. “Our showcase page on HiHelen is great – it allows us to display the many service compliments we’ve received over the years. “
The site is user-friendly and easy to navigate, which encourages even the most technophobic user. This exciting project is set to create a shift in perspective for both consumers (who can post compliments for free) and companies.
Another advantage is that by downloading the HiHelen widget, companies can pull compliments from the HiHelen site as they are posted (in real time) onto their own company websites.
HiHelen is a welcome addition to the business landscape and emphasises the importance of giving credit where it is due. It reminds us of the value of finding and focusing on what is working, what is good and what strikes pride into our South African hearts. As Szemerei says, “HiHelen is refreshing, it’s robust, it’s real – and good news deserves centre stage for a change.”