People need to be heard. The protests in Egypt show that if people are not acknowledged they will keep on expressing themselves until they are heard.
President Mubarak has not been listening. He comes up with all kinds of excuses as to why he shouldn’t step down as President of Egypt. Because he isn’t listening the people shout louder and more of them join the protest.
The same can happen with customers and colleagues. If you acknowledge what they are saying when they complain or criticise you, even if you don’t agree with what they are saying, you have a better chance of developing a workable relationship with them. Once you have established a workable relationship then you can discuss what you agree or disagree with. This is the essence of good customer relations and of positive team building.