Discourage complainers to encourage five-star customer service

Everyone has been involved in a group that included complainers, and everyone knows that complainers love company. Get rid of them. If your complainers are physicians, have a serious discussion with them about change.

For example, a manager at the Ritz-Carlton explains that complainers simply do not last long at the Ritz. They are not fired-rather, they become frustrated because their coworkers won't give them the time of day. The message is clear: If you are a naysayer or a complainer, you simply will not fit in the five-star culture, and you will need to change or leave. Let these employees go to your competitor. Complainers negatively affect your culture, and you want staff to be positive. Of course, be sure to follow office employment policy and procedure and state and national laws and regulations.

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