---
title: "Their perception is our reality"
description: "A rule for fixing a guest’s complaint without defending yourself."
canonical: https://tomsharman.com/bookshelf/unreasonable-hospitality/their-perception-is-our-reality/
updated: 2026-11-03
---

# Their perception is our reality

> A rule for fixing a guest’s complaint without defending yourself.

Will Guidara's framework, from Unreasonable Hospitality, pp. 117 to 128.

Framework 8 of 15 from [Unreasonable Hospitality](https://tomsharman.com/bookshelf/unreasonable-hospitality/index.md) by Will Guidara. Category: Life and thinking.

## The steps

1. **Drop the argument.** Do not explain that you were technically right.
2. **Say let me fix it.** Apologise and give them what they want.
3. **Make sure it does not repeat.** Add an internal guest note about their preferences.
4. **Hold a bright line.** Abuse or disrespect towards staff is not tolerated.

## Where it comes from

From chapter: Chapter 11: Pushing Toward Excellence, pp. 117–128

## The animation

24 seconds, 4:5, no sound.

- MP4: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/unreasonable-hospitality/their-perception-is-our-reality.mp4
- MP4, dark: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/unreasonable-hospitality/their-perception-is-our-reality-dark.mp4
- Still: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/unreasonable-hospitality/their-perception-is-our-reality.png
- Still, dark: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/unreasonable-hospitality/their-perception-is-our-reality-dark.png