How I Learned the Value of Saying Just Enough, Just in Time

In business, I can’t recall ever thinking, “I got too much information.” Actually, it’s the opposite. Time and again, I see that the more thoroughly we communicate, the more smoothly things run. Effective communication is a tool for prevention—avoiding problems before they even surface.

Recently, one of the agents on my team came to me because our office broker wanted to speak with him about a video he’d posted. The topic? Taxes. Now, anyone in business knows taxes and finances are areas where it’s best to tread lightly—stay in your lane and avoid giving advice that can backfire if you’re not the expert. Litigation is a major risk, and in the world of real estate, that kind of liability is something brokers want to avoid at all costs.

The broker hadn’t given much context, just a request to talk about the content in the video. So, I sat down with my agent and watched it myself. And as I watched, something hit me—a key lesson I’ve come to understand more over the years. When communicating with stakeholders, whether clients or team members, leave nothing unexplained. Even the smallest detail can change the tone and direction of a conversation. I noticed that while my agent had added a disclaimer about not being an expert and suggesting viewers consult a professional, he’d placed it at the very end. It occurred to me that the broker may not have made it to the end and missed the disclaimer entirely.

This is one of those moments that emphasized the power of being proactive. I encouraged my agent to address the disclaimer upfront in his conversation with the broker, to get ahead of what might become an uncomfortable discussion. A small tweak in communication that would ensure he showed the broker he’d considered all the bases, including protecting the brokerage’s reputation. When he did just that, the tone of the conversation shifted immediately. Instead of feeling he needed to defend his content, he was able to diffuse the broker’s concerns and turn the discussion into a constructive dialogue.

The lesson? Communication isn’t just about clarity in the moment; it’s about anticipation and transparency. By preparing your stakeholders, you can minimize anxiety and build confidence. In a business context, surprises are rarely good news—they create doubt. But clear, proactive communication can help manage expectations and allow clients, colleagues, and other stakeholders to feel secure in what’s to come.

I’ve come to value these three principles in communication with clients and stakeholders:

1. Proactivity: Don’t wait for issues to arise. Address potential concerns before they can escalate. Small details—like my agent’s disclaimer—can change the course of a conversation entirely if highlighted in advance.
2. Transparency to Avoid Surprises: Surprises are a top source of client anxiety. The more transparent you are, the less likely it is that a client will feel blindsided by information you could’ve shared early on. When clients know what to expect, they feel more grounded, and that builds trust.
3. Collaboration as a Tool for Clarity: Communication is a two-way street. Even when you think you’ve considered all angles, collaborating with others allows ideas to refine and adapt. By simply watching the video together, my agent and I uncovered insights he may have missed alone, helping him walk into the broker conversation with confidence.

When I look back on this experience, I realize just how crucial effective communication is—not only to manage but to prevent challenges. Proactive, transparent, and collaborative communication is your best defense in business. Every interaction builds trust, confidence, and clarity, and the benefits ripple far beyond the immediate conversation.

Stay the course.