Real communication builds trust in your business
Clear, concise, honest, and yes, authentic communication.
Has this ever happened to you in your business? You send a voice memo to someone, thinking you’ve been super clear regarding the information you’re conveying, only to find that you’ve “missed the mark.”
It happened to me earlier this week. I sent a Voxer voice message to a client regarding a key component of her business development strategy that we were working on. I thought I’d provided the right level of detail in the right way for her to fully take in what I was suggesting. Only to find that I hadn’t. She promptly messaged me back with a question (and some confusion) as to what I had suggested she do.
Her immediate response allowed me to quickly clarify what I had intended in the first message, so we were aligned on how she’ll move forward. But not every misunderstanding is resolved in this way. Some drag out with more serious consequences as a result.
With tools like Voxer, Slack, chat, email, and Zoom, it’s easy to think you’ve clearly communicated your idea only to find out pretty quickly (or painfully, later) that you’ve not.
It’s time to fix this.
Especially when it matters most…
During the business development process.
In client conversations.
When you’re communicating with team members.
Why is it so easy to miscommunicate?
Here are some of the reasons I’ve seen and experienced myself.
You make assumptions.
You assume the recipient knows what you mean. You’re in your own head and it’s clear to you. And you forget they aren’t, in fact, in your head.
You lack clarity.
You’re unclear yourself regarding what you’re trying to say. You’ve not yet fully formed the idea or decision you’re intending to share.
You go too far in either direction.
You over-explain or you under-explain. Both leave the people you want to get your ideas across to confused or disengaged.
You don’t confirm that the message was received.
You don’t pause to confirm understanding, whether on Slack, email, or Zoom. You share the information and move on, assuming you’ve been fully understood.
You’re moving too fast.
Bottom line, you’re rushing. Clarity rarely shows up when you move too fast and your messages can come across a little harsher or more direct than you intended.
You lack confidence.
Especially during business development or client conversations. Without confidence in what you’re trying to convey, your message can get muddled.
What does good communication actually look like?
Let’s be honest — we all like to think we’re good communicators (I know I do).
Good communication isn’t about sounding smart, using fancy language, or repeating your point multiple ways just to be sure they “get it” (I’m guilty of this). It’s about connecting and delivering a message so that the other person can receive it.
Whether it’s with a team member, client, or potential client, be it via a text message, voice memo, Zoom call, or on email, here’s what good communication looks like.
1. Start with intention.
Before you type, speak, or hop on Zoom, ask yourself: What’s the point of this message?
Is it to clarify? Direct? Inspire? Ask for something? Decide? When you know your purpose, your message sharpens.
2. Put yourself in their shoes.
Imagine you’re them. Think: What does this person need to know to take the next step?
What’s relevant? What information would you need to receive in order to fully understand what’s being conveyed or asking of you? What decision or action do you want them to take from this exchange? What’s too much detail? What’s not enough? This small shift — considering what’s helpful for them instead of what you default to saying — makes a huge difference.
3. Structure what you want to say.
Even in casual settings and conversations, strong communication has a shape.
Lead with the core message. Add the necessary context. End with what comes next.
Like any good writer or reporter, think: What’s the headline, the why, and the action?
4. Balance your tone with clarity.
Good communication is firm but fair. It’s warm, yet not wordy.
You don’t have to wrap your message in five layers of “just checking in” or “sorry to bother you.” That often muddies what you mean. Seriously.
Say what needs to be said. Be kind and precise. This builds trust, one of the keys to effective ongoing communication.
5. Invite conversation, not just blanket agreement.
Especially with your team and in your client relationships.
When you communicate with clarity and humility, you create space for feedback, questions, or collaboration. That’s where trust builds and where better ideas often emerge. Be proactive… ask for feedback and invite questions. Don’t just assume everything has been understood.
6. Close the loop.
Don’t leave people guessing. Summarize the agreements you’ve made. And confirm understanding.
If you’re waiting on a decision, be specific about the timeline. If you’re handing something off, state clearly who owns what and when it’s due.
Before and after.
Here are some examples of both ineffective and effective messaging to get you thinking.
BEFORE: You’re delegating to a team member
"Hey there, can you take care of the emails we discussed last week? It would be great to have it wrapped up soon."
This is vague. There’s no clear task (aka “ask”). There’s no deadline. And it leaves the recipient guessing.
AFTER:
"Can you draft the client onboarding email sequence we discussed by this coming Friday? Start with the welcome and week 1 emails, so we can get aligned before you complete the whole sequence. I’ll review these first two emails and send you feedback by EOD Monday."
This has a clear ask, timeline, and next steps. Which results in less back-and-forth, less stress for your team member, and a much better chance you’ll get what you want when you want it.
BEFORE: Replying to a client
"Thanks for your note! I’ll look into that and get back to you."
While being courteous, it’s totally non-committal. It leaves the client unclear about what to expect or when.
AFTER:
"I’ll review the proposal this afternoon and send feedback by noon tomorrow. If anything shifts, I’ll let you know right away."
This is detailed and professional, and it builds trust. You get the benefit of deepening your relationship.
BEFORE: Business development follow-up
"Just circling back to see if you had any thoughts on our last conversation. Let me know!"
This is soft, passive, and puts the burden on them to follow up.
AFTER:
"I’m following up on our call last week. Are you ready to move forward with a September start date? If so, I can send over the next steps. It would be great if you can get back to me by Friday, so we can launch on the agreed-upon date."
This has the benefit of being direct, respectful, and action-oriented. You’ll move the conversation forward, while taking the burden to do so off your potential client.
The outcome.
I know these seem like small shifts, but they add up.
Clear communication makes your business run more smoothly and it signals leadership. It makes people trust you, follow through faster and come back for more.
You and your team get more done, in less time, with greater impact. Win-win-win.
Until next time.
Katherine
#ICYMI
