G U I D E L I N E S

FOR HANDLING

COMPLAINTS

BY GURCHARAN HANS

L I S T E N

…with concern and empathy

ISOLATE THE GUEST…complaints are notoriously contagious

SHOW A PERSONAL INTEREST IN THE PROBLEM

...and use the guest name frequently

GIVE THE GUEST YOUR UNDIVIDED ATTENTION

….and don’t blame any party

TAKE NOTES….it reassures the guest

and slows them down (always works)

TELL THE GUEST WHAT CAN BE ONE

…don’t promise the impossible

SET AN APPROXIMATE TIME FOR YOUR ACTION

…be specific

MONITOR PROGRESS

…push, push, push

FOLLOW UP….and finally, log it down