The problem with complaining isn't the getting it off your chest bit, it's the moment immediately afterwards when you come to the point where someone (anyone) has to take responsibility.

I believe responsibility means the ability to respond. But just try complaining about poor service, a low quality product or any other reason why you feel ripped off and you'll quickly see a poor level of ability to respond.

Last week, Christine & I were having a meal and hers was tasteless, bland and really didn't have much going for it. She left most of it and when the table was cleared, our server looked at the half full bowl and asked, 'How was everything?'

'I'll be honest with you, not so good this time', Christine said, before telling her what was wrong with the food.

When our bill arrived I half hoped, as a gesture, they would have missed off the dodgy main but it was there. We paid and on the way out bumped into the manager, who again asked us how did we enjoy our meal.

This time it was my turn. So I told her and added how, as customers who had supported this particular chain of noodle restaurants for many years, we were disappointed with today's meal and ultimate bill.

This was the moment when I wish I had just said what millions of dissatisfied customers say when asked 'How was everything?' and mumbled a half-hearted 'Fine' as we left. For the next five minutes she insisted in educating me on: their food policy, courtesy mid meal check and countless other excuses for why the food wasn't up to scratch and why we'd been charged the full amount rather than taking any responsibility.

I now felt bad. She felt bad. And I've made my mind up not to visit this particular branch again.

It could have been so much better.

Here's what you MUST do when you receive a complaint.

1) Think about it as a gift. The fact that someone has taken the time to tell you what's wrong is wonderful - if you learn from it.

2) Really listen to the complainer: Nod, take notes and replay key facts to demonstrate your understanding.

3) Thank them for their feedback. Tell them how much you appreciate their telling you.

4) Immediately apologise - and mean it.

5) If it's the right thing to do, offer them something for their trouble. NEVER say, 'What can we do for you?' This just puts more pressure on the person who already feels uncomfortable for complaining.

6) Use the information you have to train your people or train yourself.

7) Close the loop. Let your customer know what you have done to change your ways of working following their feedback.

Be Brilliant!

Michael