Day #9: Silence Is Still a Response

Today marks Day #9 since I requested the full Home Insurance Insights study from Jacob Chavis.

No study.

No acknowledgment.

No “we’re working on it.”

No response at all.

At this point, I have to assume that if I were a business, user, or investor with an issue, I should expect a similar experience from the company.

And that’s concerning.

Leadership sets culture. Culture drives behavior.

Which brings me to CEO Nirav Tolia.

Nirav, you’re allowing a team you lead to simply not respond. I don’t understand why. According to the original post, the study exists and is available. This should be a simple interaction:

“Thanks for reaching out.”

Attach study.

Or:

“Here’s the link.”

Done.

The entire exchange could probably be completed in less time than it took to read this post.

In fact, if AI is truly the transformational force that Nextdoor leadership frequently discusses, perhaps an AI-powered chatbot could respond with the study automatically.

Instead, we’re on Day #9.

When companies don’t respond to questions, people start wondering whether the issue is process, priorities, or culture.

Either way, silence doesn’t build trust.

It erodes it.

As always, if the study arrives tomorrow, I’ll happily update everyone.