Let’s be honest—no one likes receiving complaints. Whether you’re running the show or simply doing your best on a busy shift, hearing that something went wrong can feel like a punch to the stomach. Especially when you care deeply about what you do.
But after many years in hospitality, through both the good and the really tough moments, I’ve come to believe something very simple and very true: Complaints are not the enemy. Silence is.
Because when someone takes the time to say, “This wasn’t quite right,” what they’re really saying is: “I care enough to give you the chance to fix it.”
Most Guests Don’t Complain—They Just Don’t Come Back
It’s tempting to brush off a complaint or take it personally. But here’s the reality: most guests won’t say a word when something goes wrong.
They’ll quietly pay the bill, leave, and never return. You’ll never know what went wrong. You’ll never get the chance to make it right.
So when someone does speak up, even if it’s uncomfortable, consider it a gift. It’s insight. It’s opportunity. It’s a chance to do better—for them and for every guest who walks in after.
A Complaint Is a Door, Not a Wall
It’s easy to see a complaint as a wall that pushes people away. But in truth, it’s a door they’re offering you.
When a guest gives feedback, they’re not trying to attack you. More often than not, they expected better—and they believe you’re capable of it.
That’s an opening. That’s trust. And how you respond in that moment can turn a frustrating experience into a lasting connection.
Some of the most loyal guests I’ve ever had are people whose first experience didn’t go perfectly—but they appreciated how we handled it with care, honesty, and respect.
It’s Not Just Hospitality—It’s Life
We often think about complaints in a business context, but it’s not that different from everyday life.
Think about your relationships. Your partner, your child, your closest friend—if they tell you, “I felt hurt,” or “I needed more from you,” it’s not easy to hear.
But they’re saying it because they still care. Because they want things to be better, not to walk away.
It’s the same in hospitality. A complaint isn’t about tearing you down. It’s an invitation to rebuild trust and show what your business is really made of.
What Matters Most Is How You Take It
We all make mistakes. A plate might be wrong. A drink might be late. Something might slip through the cracks.
But what truly matters isn’t the mistake—it’s how you take it. Not your reaction. Your response.
Reacting is instant. Emotional. Defensive. Responding is calm. Curious. Grounded in care.
Say thank you. Really listen. Apologise with honesty, and offer a solution if you can.
Not because it’s in the manual. But because you actually care about the experience someone had in your space.
Final Thought
We’re not just here to serve food or take payments. We’re here to create moments. Connections. Experiences that make people feel something real.
And when something goes wrong—and it will, sometimes—how we respond says everything.
So don’t fear complaints. Don’t let your ego take over. Take a breath. Say thank you. And remember: that person is still standing at your door.
That means they haven’t given up on you. And that’s a gift.
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