I could see it from my parking space. Less than a quarter mile away.
Ann’s plane from Scottsdale. On time. I was so excited.
But the plane had stopped short of the gate. Another plane was parked there.
Five minutes went by. Ten minutes.
Ann texted me. The flight attendant had announced they’d stopped short of the gate because another plane was there and couldn’t move.
Ten minutes went on and on. Ann texting me periodically. With nothing to report.
This went on for ninety minutes. No communication whatsoever from the pilot or flight attendants.
People were losing it. Frustrated. Angry. Done.
And the thing is, it didn’t have to be that way.
Even if someone had gotten on the intercom every ten minutes and said, “We’re still waiting. Here’s what we know. Here’s what we don’t know,” it would have changed everything.
Same delay. Different experience.
Because communication regulates emotion. Silence amplifies it.
Here’s the part most professionals miss.
When people don’t hear from you, they don’t assume everything is fine. They assume something is wrong.
Worse, they fill in the blanks. And the stories they create are almost always negative.
You don’t care. You forgot. You’re incompetent. You’re hiding something.
None of that may be true.
But silence writes the story for you. And it never writes a good one.
This is why one of the biggest complaints against lawyers rises to the level of disciplinary action. Not bad lawyering. Not losing cases.
Lack of communication.
Clients can tolerate a lot. They cannot tolerate being left in the dark.
And this isn’t just a legal issue. It’s a leadership issue. A business issue. A human issue.
If you run a business. If you lead a team. If you serve clients.
You are in the communication business.
Full stop.
Your job is not just to do the work. Your job is to narrate the work.
To bring people along. To reduce uncertainty. To create clarity in the midst of ambiguity.
And here’s the standard.
Communicate early. Communicate often. Communicate even when there is nothing new to say.
Especially then.
Because what people are really asking is not, “Do you have an update?”
They’re asking, “Are you paying attention? Are you still with me? Can I trust you?”
A simple message does more than convey information.
It conveys presence.
“I haven’t forgotten you.” “I’m on it.” “Here’s what I know.” “Here’s what I don’t know yet.” “I’ll check back in at…”
That’s it. That’s the move.
It takes two minutes. And it builds enormous trust.
Or preserves it.
Because the absence of communication erodes trust faster than almost anything else.
You can do great work. You can be brilliant. You can deliver results.
And still lose the relationship.
All because you didn’t use your words.
So here’s the invitation.
Take a look at your clients. Your team. Your partners.
Where are people waiting on you? Where are they in the dark? Where are they making up stories because you haven’t closed the loop?
Go there.
Send the note. Make the call. Give the update.
Even if the update is, “We’re still waiting.”
Especially then.
Use your words.
They matter more than you think.













