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Do not let your leadership and management style be guided by complaints. If you do, you will be led down the road to failure. This is not to say that you should ignore complaints; you should take immediate action, but you thoroughly investigate and evaluate all complaints for their validity before you act on them. Compliments are usually based upon the behavior or character of the person being complimented. Complaints usually are based upon some shortcoming in behavior or character of the complainant.

A student may complain that he or she did not get enough of a workout during a class. Is this a valid complaint, because the instructor did not make the class tough enough, or, was it invalid, because the student is covering up his or her own laziness? A student will not say, "I am quitting classes because the workouts are too difficult" or "I am quitting classes because I am a failure at everything a I do." Instead, he or she will seek to blame someone else for his or her own shortcomings by making a complaint.

When receiving a complaint about the school or staff:

• Consider the source of the complaint

• Check to see if there have been similar complaints from others

• Check to see if the complaint actually occurred

• Ask the accused what happened

• Consider previous complaints from the same source.

• Evaluate all the information before taking any action.

Remember, you cannot please everyone, and if you try, you will end up not pleasing anyone.

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