Poor communication is a surefire way to damage any project or relationship, but when I dug deeper into this particular case, I realized that lack of communication was not the issue; the company provided regular updates on projects and milestones and so on. Rather, it was the words they used when giving those updates and answering questions. The problem was that the provider spoke “Web speak” and nothing else.
I hear far too many photographers telling their clients all about the resolution of their new camera sensor, or what the maximum aperture is on their new lens.
Speak the language of the customer.
That is communication.