I was doing a project recently where I had to interview a pile of people who worked with loan brokers, mainly for residential loans. I asked them what their number one pet peeve was when it came to working with brokers. The overwhelming response was poor communication, specifically having to chase the broker all the time for updates on the progress of the loan.  

When I confronted the brokers about this, their response was that often there was nothing to tell the client, so they didn't see the need to email them or return their call. My response, send them an email to say that there is no update yet, but rest assured you are onto it. This way the client doesn't have to worry or do the chasing.

We live in a world of hyper communication - and it is surprisingly easy to have a communication fail. I come across them all the time. Arguments arise because someone thought that someone was doing something, but they were both wrong, sitting there waiting for the other party to send them details that they were never going to send. So clarifying who will do what, by when, is a simple way to avoid that.

Back to this main issue here. If people don't hear from you they will start to make assumptions. Perhaps you've forgotten about the task at hand, or maybe you don't value their business, or you're not professional or any one of hundred other reasons.

I've seen a lot of business relationships fall apart simply because someone didn't send an email to say that there is no news at the moment. Assumptions are mad that end in tears.

Now some people will struggle with this. Surely this is just more email filling our inbox and it is. However we are all struggling to manage the huge flow of information and communication, anything that takes stuff off our "to do" list, or out of the clutter of the brain, is a good thing, not an inconvenience.

Great communicators always seems to know when to communicate and what to say. They know the value of sending an email that says nothing. The end result will be happier clients, more engaged suppliers, more productive members of your team and you will develop your own reputation as a great communicator.