For example, you created a one-minute "steps to get started" video for new clients. But one person missed the link you provided. Another couldn't get the video to play and never mentioned the problem. Another watched the video, but misunderstand a key word you used in it. Someone else understood the video completely. But they didn't get going until a week later, when they had forgotten it all.
They were not stupid.
It's hard to be clear. It's tough to get people to pay attention and absorb even a message that's clear as air. Even so, it's up to you to try this and that. Keep tinkering with your process until all goes well.
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