Gordon Ramsay - Gordon Ramsay’s Playing with Fire

What we need to know is whether or not we did something really stupid, and can we improve ourselves? Is there some blemish that has gone unnoticed until now? It is important for us to take a step back and look at the complaint with objectivity. Although it is vital to redeem our name with a guest when things go wrong, it is also of paramount importance that we analyse what went wrong and learn from it. You cannot do that if you are being sniffy and precious about the complaint.

The second move is to deal with the complaint. If a scarf has been lost because we gave it away to someone else, then it’s our fault. We mustn’t concern ourselves that there is now someone waddling around with a shatouche scarf around his neck that he knows isn’t his. Take it on the chin and write a cheque. If the waiter got muddled and refilled a still water glass with sparkling water, then apologize and make it perfectly clear that, on their next visit, the guest’s table will be welcomed with a glass of champagne. We tripped up on our own shoelace, and this is the cost.

The big complaint, where clearly everything went tits-up, is different altogether. Not only do we start by apologizing without proffering any kind of excuse, but we make it clear that we are already in debt to the guest for bothering to write and tell us about whatever ghastly fuck-up took place. An apology removes the wasp’s sting and prepares the wound for suitable medical attention. Start giving reasons for why it went wrong, and you are challenging the guest. This is not the time, believe me. The ruffled feathers need stroking back into some semblance of order.

Once we are into the fourth paragraph of apologies, self- flagellation and the Opus Dei treatment, we deliver the coup de grâce . We invite the table back as guests of Gordon Ramsay , which will give us the opportunity to redeem ourselves. The only slight brake on kissing the wasp’s sting better is the phrase ‘with wines chosen by our sommelier’. We are happy to gild the lily, but we are not turning it into a pot of gold.

So, back to the pond. The guests return and have a swell time. The front of house performs miracle surgery, and the guests who arrive with a certain apprehension suddenly realize that we are serious about this act of redemption. The wasp’s sting heals, and before you know it, a letter arrives saying, ‘Fuck me, that’s better.’ And guess what? The fifty people they told previously about the crap time are now hearing that it was all put right. A happy ending and a result that was never anticipated. It is, believe me, the one and only way to deal with a serious complaint.

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