Balanced Leaders know their audience because they think like a customer. It’s inevitable, problems occur. When they do, allow customers to fully explain the issue and then you convey empathy. If the fault lies with you or your organization, take ownership of it and apologize. Take the initiative to resolve problems in a timely and effective manner.
Contributed by Rocky Romanella, Retired President of UPS Retail Operations, Keynote Speaker, Leadership, Motivation & Values.