We’ve all been there. A problem lands on your desk, emotions run high and before you know it, you’ve reacted—maybe a little too quickly. I recently had an experience that reminded me why taking a step back before making a decision is one of the most valuable skills a leader (or anyone in business) can develop.
A few weeks ago, I got a call from a longtime customer who was upset about how we handled a situation. I wanted to make things right. Without gathering all the facts, I went straight to my team and I let them have it. I was frustrated, disappointed and determined to fix what I assumed was a mistake on our part.
But here’s the thing—I was wrong.
My team had actually handled the situation exactly as they should have. They made the right calls, considered the customer’s needs and followed the right process. Thankfully, they felt comfortable enough to push back and explain what had happened. And when I took a moment to truly listen, I realized my mistake.
So, what did I learn? A lot. But here are three big takeaways:
- Don’t Jump to Conclusions
It’s easy to hear one side of the story and react. But making decisions without all the facts can lead to unnecessary conflict and missteps. A simple pause—asking more questions, hearing multiple perspectives—can save you from a knee-jerk reaction you’ll later regret.
- How You Respond Matters
Being passionate about customer service is great. But how you express frustration—especially to your team—can make or break morale. Leadership isn’t just about setting expectations; it’s about setting the tone. In this case, my frustration clouded my communication and I had to own up to that.
- Admitting Mistakes Builds Trust
Nobody expects perfection but they do expect honesty. When I realized I had jumped the gun, I apologized—not just to my team, but publicly within my company. Owning mistakes doesn’t weaken your leadership; it strengthens it. It shows your team that accountability applies to everyone, from the top down.
So, here’s my challenge to you: The next time you’re faced with a situation that sparks an immediate reaction, take a breath. Ask more questions. Listen fully. You might just save yourself (and your team) from an unnecessary fire drill.
At the end of the day, leadership isn’t about always being right. It’s about learning, growing and leading with intention.
For more insights be sure to follow along on LinkedIn!