Taking even minor complaints seriously is, for Simon, based on the
fact people seldom complain unless there is a real issue. Simon knows as well
people who are complaining want to be heard at least as much as they want
something specific done, and sometimes more. Put these two truths together and
you see Simon’s strategy:
There likely is a real issue.
want to be heard.
take time to seriously listen.
Having listened, Simon then takes action or not, depending on what he
hears. The point is the person gets the respect they deserve. What’s more,
Simon does not miss the opportunity to respond to something legitimately
needing his attention.