When feedback is received from a client or citizen, the outcome can go one of two ways. Whether in corporate business or national politics, the trajectory of that feedback is entirely within the leadership’s control. If a problem is solved promptly, clients are delighted. Consider a recent experience I had: I noticed an Indah Water Konsortium (IWK) manhole cover where the exposed metal edge posed a direct hazard to the tyres of passing cars. I sent them a photo. Within a few hours, I received an update from IWK confirming that the area had already been patched. Bravo, IWK! Exposed manhole cover can damage car tyres Repair in the process on the same morning Photo showing the manhole cover has been properly patched back A satisfied client is a loyal client. When people feel valued, they part with their money willingly. Even when things occasionally go wrong, they will step up to defend your organisation. What more could a leader ask for? The Escalation of Indifference Conversely, when fe...
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