The Cost of Miscommunication
Why Stakeholder Engagement & Clear Communication Matter
Somewhere, on a construction site not so different from many others, a project was well underway. Part of the deal was straightforward: roads were being repaved, upgrades were being made, and business owners in the area were expecting improvements that would benefit their operations. Among them was a business owner (stakeholder) who, during one of many conversations about the project, was told something that seemed simple at the time—a small stretch of private roadway leading to their parking lot would be repaved at no cost to them.
It wasn’t a formal agreement, just a conversation. A handshake deal. A token of goodwill. Months passed, and the project moved forward. But when the time came to pave that small stretch of road, the story had changed. The business owner was told the cost would not be covered, by the owner after all and that the contractor would take on the extra work. The contractor, caught off guard, had never agreed to this arrangement. The burden, now, was placed on the business owner, who understandably felt misled. Frustration turned into heated discussions, and what started as a simple misunderstanding spiraled into a costly, time-consuming dispute.
How It Went Wrong
At its core, this wasn’t about the money. It was about trust—trust that had been broken because of a failure in communication. Somewhere between the initial conversation and the final decision, assumptions were made, and a verbal promise dissolved. No written agreement, no clear record, just conflicting recollections of a conversation that had real financial consequences. And now, instead of a business owner feeling supported, they felt betrayed. Instead of a project moving forward smoothly, it became bogged down in unnecessary conflict.
What This Teaches Us About Communication
1. If It’s Not in Writing, It’s Not Real
People mean well. Promises are made with good intentions. But in any project involving multiple stakeholders, verbal agreements aren’t just unreliable—they’re a liability. If something matters, it should be documented, agreed upon, and made clear to all parties involved.
2. Everyone Hears Things Differently
What one person sees as an informal conversation, another may take as a commitment. This is where structured communication matters. When messages aren’t consistent, misunderstandings grow, leading to frustration and distrust.
3. Small Missteps Can Turn Into Big Problems
It’s easy to think of this as a minor issue, a simple paving decision. But what starts as a small miscommunication can escalate into legal threats, public disputes, and reputational damage. These are the kinds of issues that slow projects down and create unnecessary tension between all involved.
4. Trust Is Hard to Earn and Easy to Lose
A stakeholder who feels misled—whether intentionally or not—doesn’t just walk away frustrated. They tell their story to others. They lose confidence in the project. They become resistant instead of cooperative. Trust isn’t just about keeping people happy in the moment; it’s about maintaining long-term relationships that make projects easier, not harder.
Communication Should Never Be an Afterthought
This story is not unique. It happens all the time, in all kinds of projects. And every time, it leads to the same lesson: communication isn’t just a side task—it’s the foundation that keeps everything running smoothly. Structured stakeholder engagement, clear documentation, and proactive messaging don’t just prevent disputes; they create an environment where projects succeed without unnecessary roadblocks.
At reVerb Communications, we specialize in making sure that the right messages reach the right people, at the right time. Because when communication is handled properly, projects don’t just get completed—they build stronger relationships, smoother processes, and outcomes that everyone can stand behind.
Good communication is the difference between a project that moves forward and one that falls apart.
