Bad news is inevitable in business—but how you handle it determines what happens next. In this episode, Jason shares a personal story about a software shutdown that blindsided both him and his clients, and the fast, intentional response that preserved trust. He connects that experience to a real-world crisis response during a historic ice storm, showing how clear communication, visible process, and empathy can steady even anxious situations. The throughline is simple but powerful: silence creates stories you don’t control. Communicate early, communicate often, and bring a plan. If you’re leading clients or customers through uncertainty, this episode is a reminder that trust isn’t built in perfect moments—it’s built when things break.