People are asking what kind of things employees will be learning in the new cultural, leadership and mentoring programs at the Lodge.  My answer, stuff like, how to turn your biggest complainer into your best advocate.  Goodness knows, in business there are plenty of complainers to turn around.

The number one way to stop or slow complaints is to provide the complainer with ownership. For example, if I own a shoe shop and Fred (a customer) complains frequently about several issues, I must refrain from arguing and simply listen and/or attempt to understand. By not taking his challenges personally and listening carefully to the issues at hand, I am taking the first step toward Fred becoming a champion of my business - "taking ownership."  

Say one of Fred's complaints is not having a shoe-shine machine in the shop. If I agree the machine would be a good addition, I give Fred credit for coming up with the idea. I get to tell every patron who appreciates the shoe-shine machine it was Fred's idea; Fred is proud his opinion counted. He will tell his friends about this, and any other ideas for the shop he helped initiate.  Fred has taken ownership and become the store's best advocate, as well as a loyal customer.