Communication

Good communication is the difference between regular old mail and DHL:

1. I always know what’s going on,
2. I get listened to when I have questions,
3. I get answers to those questions, and
4. If I have a problem, they honestly try to fix it.

That builds trust and that trust is why I’m always happy to use them and pay a premium on top.

Even if the end results were the same (e.g. delivery was just as fast) I would still pay for and appreciate them, because just them being communicative and trustworthy reduces stress in my life.

Same principle applies to colleagues: I’d rather work with a great performer who’s also an excellent communicator, than with a stellar performer who’s a lousy communicator.