Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

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.