Complaints - they just never happen

Well you might think that complaints never happen because I can see no evidence that most hospitality businesses take a blind bit of notice.
No one gets everything 100% correct but using Six Sigma systems to record common faults so that complaints can become friends - telling you what to do first to improve quality. But few hospitality businesses actually do use complaint records to identify where they can improve. Most businesses don't even respond to written complaints.
Six Sigma is not just for the big company, it can be used as Six Sigma Light with reduced cost and effective results. Training staff to collect, respond and record all complaints could improve trading. But just simple techniques could bring in vast benefits in service, quality and reputation.