One of the most important things I’ve learned is that even if you can’t fix something right away, how you respond makes all the difference. I make it a point to acknowledge the concern right away, explain the steps we’re taking or planning to take, and be honest about the limitations, whether it’s time, budget, or if a larger issue, could require an entirely new process.
What I believe matters most is that employees don’t feel ignored or unheard. I’ll often say, ‘You’re right to report this and it’s on our radar, and here’s what we’re doing about it so far…’ Even if it’s a longer-term solution, I check in regularly and keep them updated. That kind of communication builds trust and shows that we’re not brushing things aside, we’re just managing them the best we can, and their input is still highly valued.