No matter how good your business is, complaints will always happen. It is like trying to have a barbecue in Britain and hoping it will not rain. Some organisations dream of a world without complaints, pouring money into eliminating every issue. But perfection is not reality. Complaints are inevitable. The challenge is how you respond. And after years of dealing with them, I have found there are only three real approaches:

• Fix it – If the problem is fixable, solve it at the root.
• Face it – If it is out of your control, own up and handle it.
• F**k it – If it is nonsense, let it go.

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