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The Hidden Gift in Every Complaint

Picture of Tammy Ebright

 

Most leaders tense up when they hear, “We have a problem.”
It’s easy to slip into defense mode — to explain, justify, or fix it fast. But what if a complaint isn’t actually a problem?

What if it’s feedback in disguise — and feedback is a gift?

That’s how David Hopper, Chairman of the Board at LeaderOne Financial, sees it. During our conversation on Unleash Your Amazing Leadership, he said:

“If someone calls with a problem, that’s a gift.  Most people who complain don’t call — they go to the water cooler.  So if they’re calling, it means they care enough to help you fix it.”

When someone brings a concern directly to you, it’s a sign of trust. They believe you’ll listen. They believe it matters enough to be addressed.

And that means your leadership has already created a space where honesty feels safe.

Listen. Serve. Own It.

David’s approach to leadership is refreshingly human:

  • Listen first. Don’t rush to respond — just hear them out.

  • Serve the person. A complaint is a sign of care.

  • Take ownership. Don’t deflect or defend. Get curious about the root cause.

It’s not about being perfect. It’s about being present. Sometimes the problem can be fixed. Other times, it just needs to be acknowledged. Either way, you earn trust by taking responsibility for your part.

Leadership in a New Era

We’re shifting away from the old “top-down” model. The new model of leadership is interdependent. It’s built on transparency, empathy, and the willingness to grow through feedback — not avoid it.

Taking ownership isn’t about blame. It’s about collaboration. Because when leaders model accountability, it gives everyone else permission to do the same.

A Simple Reframe

Next time someone comes to you with a problem, take a breath before reacting. Remind yourself:

“They didn’t have to bring this to me. The fact that they did means they trust me.”

That’s what real leadership looks like — not perfection, but presence.

And that’s how we keep unleashing our amazing — one honest conversation at a time.
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