A few weeks ago, I showed up to brunch at 10 a.m., excited to see family and enjoy a nice meal. Instead, I was greeted by an upset family member, who informed me—quite loudly—that brunch had been at 9:30, and my tardiness was unacceptable. She had things to do, and my delay had thrown off her entire day.
Confused, I checked back through the string of voicemails, calls, and texts exchanged. Sure enough, there wasn’t a single clear time given. There were multiple “suggestions” and “windows” tossed around, but no definitive answer. It was a classic case of unclear communication leading to unnecessary conflict.
Reflecting on this moment, I realized how often this same issue arises in the business world. At our recent training in Austin, one of the most impactful takeaways was this simple truth: clear is kind.
Clarity in Business Communication
As a small business owner, I see this play out every day. A customer will reach out with a question or request, and the first challenge is just figuring out where they sent it. Between Google Maps, Facebook messages, Facebook Business, Yelp, Instagram, Instagram DMs, text, email, and phone calls, it can feel like a scavenger hunt.
That’s why at The Bus Stop, we’ve worked hard to educate our employees and customers. We make it clear that social media is the easiest way to contact us, and we include our hours in every single post to avoid any confusion. When we provide clear guidelines, it’s not just for us—it helps our customers, too.
In the corporate world, the same struggles exist but are magnified. Communication gets lost between Teams chats, emails, in-person conversations, personal texts, and more. Many feel the need to protect themselves by sending every conversation in writing, but even that can get buried in the noise.
The Holiday Season and the Need for Clarity
With the holiday season in full swing, clear communication is more important than ever. This time of year brings extra activities, tighter schedules, and very real time limitations. Whether it’s coordinating events, planning gatherings, or managing work deadlines, being clear saves time and reduces stress for everyone involved.
If you think about it, a quick clarification—like confirming a start time or sharing a preferred method of communication—can make the difference between a smooth day and a frustrating one.
Setting Clear Expectations
When working with organizations on Personal Leadership Philosophies (PLPs), I always encourage leaders to be explicit about their preferences. For example, “I prefer email and will always answer between 8 a.m. and 5 p.m. on weekdays. I don’t respond to emails on weekends.”
Stating your needs—whether to your team or your family—can make a huge difference. It’s as simple as saying, “I prefer text messages” or “Please send me a calendar invite so I don’t miss it.” These small adjustments can reduce misunderstandings, save time, and foster better relationships.
The Power of Clarity
Between multiple platforms, personal communication, group texts, and casual in-person exchanges, it’s easy for things to get lost or misconstrued. Add in the extra chaos of the holiday season, and the stakes for clear communication get even higher. That’s why it’s so important to remember: clear is kind.
Whether it’s setting clear hours for your business, giving your team explicit guidelines for communication, or just confirming what time brunch starts, clarity can prevent a lot of unnecessary frustration.
So, as you navigate your day, ask yourself: Am I being clear? It might just be the kindest thing you do all day.
What are your thoughts on clear communication? Have you had any “brunch at 10” moments? Let’s discuss!
Brooke Schnorr,
Associate Consultant