If someone is complaining, listen to them closely. Sometimes people just want to vent, but you may find out things which are of much higher value. Some customers, clients, or vendors are providing you with seeds that could become mighty oaks someday.

I have found that listening is sometimes difficult for me because I just want to jump in and help them right away. What I usually find is that I need more information and that asking them a clarifying question leads to a better understanding of their real problem and the result they seek.

Best regards,
David P. Fritch

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