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In this tutorial, the speaker addresses the common issue of managers not providing sufficient feedback and coaching to their teams. They emphasize that defensiveness in response to feedback indicates engagement and care. The speaker suggests that negative feedback from customers is beneficial, as it empowers the recipient and offers a chance for growth. They advocate for responding to all feedback with gratitude, regardless of how it may be perceived. The approach includes expressing appreciation for customer feedback and proactively seeking it through calls, highlighting the importance of listening and valuing client perspectives.
