Horst Schulze categorizes three types of customers who complain. According to Schulze, 96% of customers who complain simply just want to vent their frustration, 3% have experienced something that requires a real remedy, and 1% just like to complain and nothing will make them happy. He offers solutions for all three types of customer complaints that places the focus on serving the customers and meeting their needs even if it means relocating them to another hotel.