In this episode of Everyday Learning, Michelle and Kaiz talk about a simple yet powerful way to build trust when someone raises a concern — documenting it and acknowledging it clearly.

When a customer or teammate shares an issue, being heard matters as much as being helped. Writing the concern down is a strong non-verbal signal. It shows respect, seriousness, and commitment. It turns a complaint into an issue that will be addressed, not forgotten.

Through a relatable service example, Michelle and Kaiz explain how documenting concerns helps customers feel valued and reassured. Small actions like noting details and repeating them back for confirmation can quickly restore trust and confidence.

Today’s Mantra:

“Acknowledgment shows respect and care.”

Exercise for Frontliners:

The next time a customer or teammate raises a concern, write down the key details. Then repeat the concern back to them to confirm you understood it correctly. Notice how this simple step changes the tone of the interaction.

Manager Reflection:

Leaders, make documenting concerns a clear standard for your team. Create a simple system to log issues and review them regularly. When concerns are tracked and followed up, trust grows and service improves consistently.

Listen, reflect, and share this episode with someone who serves with heart.