Sometimes as a consultant you have the benefit of looking at and seeing individual or business challenges in a whole different manner. For example, many would laugh when I would comment that “I love to receive grievances!”  Most are scared or nervous about the potential that someone or group may file a grievance against them.  My position was that if someone felt strongly enough about an issue that they were willing to put it in writing and submit it… there is probably some form of professional learning that could come from engaging with this person/group.

I make it sound easy… but it is/was not.  I make it sound like just another continuous improvement exercise… but it is/was not. Instead it forces you to look at your service or product, personnel or policies, structure or location, and consider if all aspects are/were as good as they could be.

Too often leaders are Not Recognizing Opportunities that could evolve from a simple grievance/complaint situation. You can label yourself “the-best-in-the-business”… but are you looking at it through a customer, partner and/or competitor’s eyes?

Possibly the greatest return-on-investment I can report from being involved in numerous grievance situations is/was reflecting on un-noticed gaps in services/products.  Given the fact that change is occurring in all areas of our personnel and business lives… gaps in what is missing, needed and necessary appear and grow everyday. Therefore, Not Recognizing Opportunities that can come from challenging times… can be a significant leadership weakness.

Bottomline: Take advantage of opportunities whenever and wherever you find them.  And people will know you care.