I called a local kid entertainment company today in hopes that their bad reviews online were untrue.
I talked with the manager. She was very kind and took initiative to address my concerns.
As we talked, I heard two common problems arise, that I have heard in my own efforts to solve tough problems: some defensiveness and some tied hands due to company culture.
It sounded like she may have heard similar complaints and wanted to defend herself, her work, her employees and her business. And it sounded like she really didn't have the authority to make the necessary changes in company policy she would need to in order to respond fully to the bad reviews.
Two lessons come to mind:
1. On a personal level, defensiveness can always close the conversation. It's so important to listen. Be sure you understand the questions or the attack and then attempt to begin the conversation - with the customer, your employees, and yourself.
2. On a larger level, bad company culture (and/or our own bad management) can close the doors to new growth. Don't forget to listen. Be sure you give the people you lead the room to think critically and make the changes they need to in order for your organization to grow.
Listening from your core can open the conversation and open new doors.
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