Overcommunication?

One of my pet peeves is a lack of communication from vendors and counter-parties.  If I’m providing monetary compensation for a product or service, I want to know that my interests are being addressed.  I have countless examples of people deciding that the best policy is total radio silence unless there is good news to deliver.  “I think she’ll be upset, so I don’t want to say anything….”  Really?  You’re gambling on what, exactly? That he’ll never find out?  That the problem will just go away on it’s own?

There is nothing wrong with picking up the phone to say, “We’re working as hard as we can here, but things are just taking longer than expected.  We should have an answer for you soon.”

I’m not suggesting for a moment that you call up and start blowing smoke.  And I’m not suggesting that you call up and start apologizing profusely if you haven’t done anything wrong.  What I am saying is that you need to remind people that you are thinking about their problems and are actively working to try and fix them.

I make a point of providing my clients and counter-parties with regular updates on their project status and any outstanding next steps.  Even if I don’t have anything new to report, I will send an email and let them know that we are actively trying to address the situation.  I’ve never heard from a client, “Quit calling me.”

So stop being such a chicken, pick up the phone, and make the call.

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