Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Published on 23 July 2026

Complaints: Fix It, Face It or F**k It

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.