Simon says, “Take even the most minor complaint seriously.”
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.
+ People want to be heard.
= Always 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.