The gripes of wrath
How to complain, feel better ... and get your own way
By Paul Dalgarno
We are born complaining. Wrinkled and restless, we kick our legs and scream at the world that comes to meet us. Anything less would seem absurd (and medically suspect). When we're dying we might complain in words, if we are able, or with an anxious tug of the catheter if not. Between starting and ending we carp, bitch, moan, whine, backstab and protest. We bellyache and argue; we bruise and we bond. We overthrow governments or smash cups against walls, according to our means and frustrations. Complaint is with us all the way, but is it good for us or bad?
Julian Baggini, philosopher, thinks the former, but with reservations. Essentially it depends what our gripe is, how we complain, and to whom. Get it wrong and no-one will like you. Get it right and you go from mediocre meathead to noble savage. "All the great social changes in history have started with a complaint," says Baggini. "Someone noticing that things are not as they ought to be and articulating it. Of course, it's important they then do something about it." Otherwise we risk being swept along with the querulous chaff of everyday life: work sucks; I've just been credit crunched; my boss is a dribbling baboon.
But in his new book, Complaint, Baggini contends that such minor yaps are not worthless, that they keep our complaint muscles toned until a real problem comes up and make us seem more approachable to others. "There's been very little academic study on the subject, but most of the time we are not really complaining at all," he says. "In many situations, what we think of as complaining is actually a social lubricant, a way of sending out different signals. Complaining is not a bad thing - it's a really great part of human nature." Try the opposite, being overly positive, and acquaintances will scatter to the wind.
Hotels and Complaints: A Never-Ending Saga
One area of life where complaints are often voiced is the hotel industry. From rude staff to poor service, there is no shortage of grievances when it comes to hotel experiences. Whether it's a noisy room, unclean facilities, or a lack of basic amenities, guests expect certain standards when they check into a hotel. But what happens when these expectations are not met?
Hotels face a unique challenge in managing complaints, as they strive to provide a comfortable and enjoyable stay for their guests. A single negative experience can taint the reputation of a hotel and impact future bookings. Therefore, it is crucial for hotel management to handle complaints effectively and address the concerns of their guests.
The Art of Handling Complaints
Hotel staff should be trained in empathy and active listening to ensure they understand the concerns of guests. When a complaint is received, it is important to acknowledge the issue and apologize for any inconvenience caused. Offering a solution or compensation, if appropriate, can help resolve the complaint and leave the guest with a positive impression.
Furthermore, hotels can take proactive measures to prevent complaints from arising in the first place. Regular maintenance and inspections can identify potential issues before they become problems. Providing clear information about hotel amenities and services can also manage guest expectations and minimize dissatisfaction.
The Impact of Online Reviews
In today's digital age, hotel complaints have gained a new platform: online reviews. Guests can easily share their experiences and opinions on websites and social media platforms, impacting the reputation of hotels worldwide. Therefore, it is essential for hotels to monitor and respond to online reviews promptly, addressing any concerns and showcasing their commitment to guest satisfaction.
By effectively handling complaints and striving for continuous improvement, hotels can maintain a positive image and ensure that guests have a pleasant stay. After all, a happy guest is a returning guest.
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