Trust

Late payment affected my business and the people depending on it. I learned to be clear about what was owed without treating every delay as the same problem.

I have sat on both sides of the buying conversation. A meeting gives me time with someone. I still have to show them what they can expect from me.

Faster writing does not remove the work of checking meaning, evidence and the effect a message may have on the person reading it.

An apology begins a conversation. The person who was let down may need time and consistent behavior before relying on the promise again.

I avoided uncomfortable conversations and called it keeping the peace. At work and at home, people were left trying to guess what was wrong.

I blamed the customer for canceling our contract. Then I had to face the warnings we had ignored and the promises we were not ready to keep.