Communication can make or break a customer’s trust in their manufacturing company. The old adage “no news is good news” once fit a slower pace of business, but in today’s machine shop, silence often signals a problem.
When suppliers or team members avoid sharing bad news, they don’t protect anyone; they instead create uncertainty. Delays, mistakes, or missed updates ripple through operations, affecting customers, coworkers, and company performance. The truth is, “no news” doesn’t give anyone a chance to pivot.
NTMA President Roger Atkins puts it best: “You can’t fix what you don’t know. You can’t solve how it happened, and you can’t stop it from happening again.”
Honesty Is the Best Policy at Any Successful Manufacturing Company
Roger’s years of experience in sales taught him a lesson that applies to every successful machine shop: honesty is always the best policy, even when it’s uncomfortable. It’s easy to share good news, and it’s far more difficult to admit when something has gone wrong. But trust is built in those challenging moments.
When a team hides a problem, whether it’s scrapped parts or late deliveries, they might think they’re avoiding trouble. In reality, they’re undermining trust and preventing improvement. Transparency gives everyone the chance to plan, adjust, and recover. Without it, problems multiply.
What scenario do you think would go over better with your customer?
- Letting them know that you’re behind schedule and offering them a recovery plan?
- Or avoiding any difficult conversation altogether, so they expect an on-time delivery that isn’t ready?
The honest answer might sting at first, but at least it allows your customer time to pivot as needed. It certainly beats the waiting game they’d have to play with a company that leaves them guessing.
Why “No News” Hurts Efficiency
Silence slows progress. When leaders don’t have clear information, they can’t allocate resources, adjust schedules, or make data-driven decisions. For customers, unclear communication leads to frustration and loss of confidence in their manufacturing partner.
Modern manufacturing is built on precision and high-quality production, but also on reliable, accurate, and timely communication. A machine shop organization that prioritizes honesty and transparency at every level, from the shop floor to customer service, operates more efficiently. Equipped with up-to-date information, everyone from machinists to managers to OEM customers can make informed choices that improve outcomes.
Action Item: Build a Culture of Truth
Creating and fostering a culture of truth-telling in a manufacturing company doesn’t happen overnight. It requires leadership that encourages openness and eliminates the fear of blame. People must feel safe sharing bad news, knowing it’s part of the process of getting better… not a personal failure.
When bad news surfaces, don’t just focus on the issue; focus on the solution:
- What happened?
- Why did it happen?
- How do we prevent it from happening again?
This mindset drives manufacturing improvement and strengthens relationships internally and externally.
Action Item: Learn from Your Peers
Honesty thrives in a network that values learning. That’s why NTMA members benefit from access to a strong manufacturing network of peers across the country. Through shared experience, members learn how others have handled difficult conversations and turned transparency into strength.
NTMA’s Emerging Leaders program helps professionals grow the communication and leadership abilities that drive this kind of cultural change. Participants gain tools for navigating tough discussions and other skills that are essential to anyone leading a team in a modern CNC machine shop.
Remember, a strong manufacturing company doesn’t avoid hard conversations; it faces them head-on. Because the sooner you know about a problem, the sooner you can fix it and the more trust you build with those who depend on you.
No news isn’t good news anymore. Clear, honest communication is.
Looking to join a vibrant network of manufacturers? Become a member!