Americans expect service providers to communicate clearly and keep clients informed. Providers should explain what they’re doing, why, and what clients should expect. Progress updates should arrive without clients having to chase them. Questions should receive clear, honest answers.
Transparency includes acknowledging problems and limitations, not just reporting good news. Good communication affects satisfaction even when outcomes are good—clients who don’t understand what happened feel excluded from their own service relationship. Poor communication creates confusion and erodes confidence. Americans view communication as respecting client autonomy: informed clients can make better decisions, provide useful input, and evaluate whether service is meeting their needs. Keeping clients in the dark treats them as passive recipients rather than active participants in service relationships.
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