Leadership Lessons From Apple CEO
Tim Cook, Apple CEO, sent an email to top-ranking leadership after the company received a complaint from an outside developer regarding Apple’s policies. Do you know what that one-word email said?
From one leader to another, I think that says a lot. There are a couple of excellent lessons that we should learn from this style of leadership.
#1- Do not immediately dismiss a complaint. Even as the leader of a $2 Trillion company, Tim Cook is still reading complaints.
#2- Get team feedback. Tim Cook wanted his team’s feedback on the issues that were brought up and sought advice on whether the issues could be improved. Build a team that you can trust and value their advice. Perhaps more importantly, be willing to consider that advice.
You will never become so successful or top-ranking that customer complaints will not warrant your consideration.
Be careful of how you react to complaints in front of your team. If you immediately dismiss the claim or label the client as “crazy” or “high-maintenance”, your team will notice. Remember the attitude that you model for your team will be the attitude that they adopt.
As business leaders, we must be actively engaged in resolving customer complaints. We should be modeling an empathetic and proactive, customer-centered service environment for our teams. Handling the requests of an aggravated client is not glamorous or enjoyable. However, it is an essential practice for businesses who desire glowing recommendations and reviews.
Since you are busy as the CEO of your aesthetic business, answering every customer complaint may not be feasible. I propose that you set a system in place for responding to client complaints. Ask team members to share complaints with you during team meetings, encourage them to seek your help when resolving complaints in the office, and set aside time every month in your leadership meetings to consider how to prevent similar complaints once and for all.