The second group are whingers and ususally start their complaint with I don't usually like to complain but .... they will tell you in graphic detail about whatever the problem is. The main problem with this group is they don't know what they want. So one of the techniques is to simply ask them what they want. (This takes balls) usually this stops them right in their tracks. If they come up with something that is reasonable then run with it. However what usually happens is they don't know what they want. So always have a selction of options for example room move, compliamentary dinner or whatever but don't offer more than is relevant to the problem. Ie there wern't any tea bags an equal compensation is a free pot of tea delivered not a free dinner. One of the things is remember especially if you are an owner run business you are the highest authority don't get angry if you feel they are criticising your place but remember you are in charge and some people can't be pleased and its best that they leave. This is a last resort but don't be afraid to ask people to leave and that this is an option you have at your disposal.