Moira Were AM is a social enterprise leader and the Mayor for the City of Onkaparinga in South Australia. In this piece, she discusses how to respond to grievances in the age of outrage.
In my role as mayor of a South Australian council, I’ve seen how a simple post about bin collection can spiral into accusations of corruption or incompetence.
Online forums that once helped neighbours connect have become echo chambers of anger and misinformation.
A well-intentioned update can be met with outrage – sometimes anonymous, sometimes from people you’ve known for years.
And it’s not just happening in government or business. Small businesses are feeling it too.
These days, a delayed delivery, a missed call, or a perceived slight can trigger complaints that feel completely out of proportion. Where once someone might have raised a concern quietly, now the default is to go public – and go hard.
Edelman’s latest annual Trust Barometer calls it what it is: a crisis of grievance.
It’s not just that people are complaining more – it’s that trust is fraying. Many people no longer give the benefit of the doubt. They assume the worst before asking a single question.
For small business owners – already under pressure – the impact is real. You might be dealing with a complaint while juggling payroll, stock levels and school pick-up.
So what can be done?
How to deal with grievances
First, it helps to remember that complaints may be your cheapest form of market research. They often contain useful signals about what’s not working, what needs improving, or what matters most to your customers.
However, when a complaint turns into a grievance, it can feel like it’s been weaponised – used not to solve a problem, but to cause harm. And that can be deeply unsettling, especially when you’re doing your best.
The Edelman Trust Barometer offers some much-needed guidance. Its advice is clear: influence is earned through compassion, not power.
If we approach grievances the old-fashioned way – starting with listening – perhaps we can begin to turn the tide.
Even when the criticism feels unfair or comes in hot, listening first helps. A genuine response – acknowledging what’s been raised, explaining your decision, or offering to make it right – can go a long way.
And when something can’t be done? Say so. Clearly and respectfully. Most people understand that not everything is possible – but they want to feel they’ve been heard.
Being consistent, transparent, and kind matters. Especially now.
It’s also worth remembering that for every person making noise online, there are many others who value your work and the effort you make every single day. Don’t let the loudest voices drown out the quiet support.
We are all working in environments where trust has been chipped away – by politics, by polarisation, by the pace of change. But that’s exactly why small acts of decency, honesty and accountability are so powerful right now.
I keep coming back to the work of Adam Kahane, who reminds us in Collaborating with the Enemy that we don’t have to like each other to work together. But we do need to respect one another enough to listen, to stay at the table, and to find a way forward.
Rebuilding trust won’t happen overnight. But every respectful conversation, every fair response, every calm explanation helps.
In a time of grievance, those who lead with grace stand out. And for small businesses, that might be your greatest strength.
