Many of us instinctively recoil from feedback, viewing it as personal criticism rather than an opportunity for growth. This defensive reaction often prevents us from recognizing the immense value that honest input provides in both professional and personal contexts.
The Transformative Power of Listening
True leadership requires the humility to receive feedback without immediately becoming defensive. The most effective leaders approach conversations as learners rather than knowers, understanding that constructive criticism provides insights they cannot gain through self-reflection alone.
A compelling example comes from Cheryl, who manages the Michelin Selected House of Lechon. She has implemented multiple channels to gather accurate customer and staff feedback, including mystery shoppers, detailed feedback forms, and even body cameras on service staff. While some might consider these measures extreme, Cheryl recognizes that precise feedback drives meaningful improvement.
In management discussions, a crucial reminder often surfaces: "If one person has the courage to say it, many others are thinking it." Ignored feedback doesn't simply vanish—it transforms into underlying frustration that can damage team morale and customer satisfaction over time.
Delivering Feedback with Compassion
While receiving feedback challenges our ego, providing constructive criticism requires equal skill and sensitivity. Well-delivered feedback can inspire positive change, while poorly communicated criticism may damage confidence and working relationships.
Effective feedback possesses three key characteristics: it's specific, timely, and delivered with genuine care. The intention must always center on helping the recipient improve, never on humiliating them. Small adjustments—like maintaining better eye contact during presentations or reducing filler words such as "ahh"—can significantly enhance professional presence when addressed with kindness.
A thoughtfully delivered suggestion at the right moment can alter the trajectory of someone's leadership journey, opening doors to growth they might not have discovered independently.
Translating Feedback into Tangible Results
Feedback only creates value when it leads to action. When team members and customers witness their suggestions resulting in improved policies, refined processes, or enhanced company culture, they feel genuinely valued. This recognition builds their confidence and reinforces that their perspectives matter.
Within their organization, some of the most significant innovations originated from feedback—whether a customer's product suggestion or a team member's observation about service delivery. The more receptive the company became to external and internal input, the more substantial their improvements grew.
Today, feedback stands recognized as one of leadership's most valuable currencies. You don't need to agree with every piece of input received, but appreciating its perspective accelerates growth. Genuine development begins the moment we stop defending our current approach and start learning from what others perceive.
