Day 69: The Experiment Has Changed

For 68 days, the story was simple:

I asked Nextdoor for detailed research. Nextdoor didn't answer.

Then something finally happened.

Nextdoor Communications responded.

So Day 69 isn't another "Nobody answered me" post.

The experiment has changed.

Now I have something arguably more interesting to examine:

What happens when a company answers the question you didn't ask?

Communications sent me links to the two publicly available Nextdoor blog posts and explained that they didn't believe a response was necessary because the studies were already public.

Except Nextdoor's own language creates a problem with that explanation.

The Financial Advising and Investing post describes itself as a summary highlighting key insights and tells readers interested in the complete findings and detailed data to contact Jacob Chavis.

That's what I've been requesting.

There's a meaningful difference between:

"Here are the highlights."

and

"Here is the underlying detailed research."

If a restaurant menu says, "Ask your server for the dessert menu," and I ask for it, showing me the dinner menu again doesn't fulfill the request.

It proves you heard me.

It doesn't prove you listened.

Hearing Isn't Listening

This distinction particularly stands out to me because I have more than 20 years of Learning & Development experience.

I've been the person standing in front of learners.

I've been the instructional designer building the learning experience.

And I've been the manager responsible for helping others develop the skills to do both effectively.

Across different industries and verticals, I've repeatedly highlighted one deceptively simple concept:

There is a difference between hearing and listening.

Hearing tells you that words reached someone.

Listening requires understanding what was actually communicated—and responding appropriately.

It's a distinction I've taught because it matters in customer service, leadership, sales, management, coaching, and virtually every interaction between two people.

And now I'm watching that lesson play out in real time.

Nextdoor Communications clearly heard me.

They know about my requests.

They know which studies I'm discussing.

They know how to contact me.

They even know about my duplicate-account experiment.

So we've moved beyond:

"Maybe nobody has seen this."

They've seen it.

The question now is:

Did Nextdoor actually listen to what I requested—or has it chosen not to provide it?

Those are two very different things.

If the detailed data isn't available to me, say that.

If it's available only to advertisers or prospective clients, say that.

If Nextdoor has decided not to provide it specifically to me, say that.

If the blog wording overpromises what's available, fix it.

All four answers give me useful information.

Sending me the summary I've already read doesn't.

Day 69 Is About the Gap

Companies spend enormous amounts of money studying customer journeys, employee listening, AI, analytics, sentiment and engagement.

Sometimes the most revealing measurement is much simpler:

Did we answer the question that was actually asked?

That's my Day 69 case study.

Not whether Nextdoor responded.

They did.

Not whether Nextdoor knows who I am.

Apparently, they very much do.

The question is whether a company built around connecting neighbors can close the remarkably small communication gap between:

"Contact us for the detailed data."

and

"Here is the detailed data."

After 69 days, that's the experiment.

And I'm still collecting data.

Full timeline at NielFlamm.com/blog.

From Learning & Development to Live Radio: ¡Buena Suerte, Sam!

There was a time when my social media presence was pretty much limited to LinkedIn. Life was simple. No Facebook Stories. No Bluesky. No endless scrolling. No random videos of people making tiny pancakes for squirrels.


Fast forward to today, and I'm apparently on just about every platform.


While watching Facebook Stories, I came across one from a familiar face — Sam Taylor. Years ago, Sam was on a Learning & Development team that I had the privilege of leading. She was smart, energetic, and definitely not afraid to speak up. In fact, now and then I'd have to gently remind her that meetings worked best when everyone else got a chance to talk too!


So when I saw she's now hosting a radio show, I laughed and thought, that makes perfect sense.


Sam now calls Spokane, Washington home, where she's not only an independent nail business owner but also hosts El Puente on KYRS 88.1 FM/92.3 FM every Monday from 2:00 PM to 4:00 PM Pacific Time.


The show is entirely in Spanish and focuses on the local community. If you're in the Spokane area, speak Spanish, or enjoy community radio, give it a listen. If you're outside the area, you can stream the station live or download previous episodes here:


https://archive.kyrs.org/


Now, as for my Spanish...


Let's say it's... specialized.


I know enough Spanish to order food at a restaurant, survive a trip to a bodega in Harlem, and probably accidentally ask someone where the bathroom is when I meant to ask for ketchup.


So while I won't be critiquing Sam's grammar or vocabulary anytime soon, I can absolutely say congratulations. It's always fun seeing people you worked with find something that fits their personality so well.


Congratulations, Sam! I hope El Puente continues to connect the Spokane community for years to come.


And if you ever decide to do an English-language guest segment... call me. I'll bring my restaurant Spanish.


Listen online:
https://archive.kyrs.org/

Day 51: Another Email Sent. The Question Remains the Same.

Today, I sent another email regarding my request for the Nextdoor study.

The recipients were:

Nirav Tolia, CEO

Jacob Chavis

Sarah Leary, Co-Founder

Investor Relations

Communications

Bekah Hufnagel, a Nextdoor intern studying Communication Design at the University of Cincinnati

One thing I can confirm:

None of the emails bounced back as undeliverable.

So, as far as I know, the message reached the intended inboxes.

The email wasn't complicated.

It asked a straightforward question:

How does a simple shareholder request go unanswered for 51 days?

At this point, the study itself has almost become secondary.

The larger issue is communication.

If the answer is "no," say no.

If the study can't be shared, explain why.

If it no longer exists, say that.

Communication doesn't require agreement.

It requires acknowledgment.

One reason I included Bekah on the email is that she's studying Communication Design. This is a real-world case study in corporate communication.

If this situation were presented in a college classroom, what discussion would it generate?

How would 51 days without a response from Jacob Chavis, CEO Nirav Tolia, Investor Relations, or the Communications team be evaluated?

As someone who has spent much of my career in learning and development, I believe some of the best lessons come from real situations—not hypothetical ones.

This continues to be one of them.

I'm still willing to have a conversation.

I'm still waiting to see if it's worth having.

Join the discussion at NielFlamm.com/blog. Leave some feedback—I'd love to hear from you.

Recruiters or Resume Sellers? Ask the Question.

If you're actively looking for a new opportunity on LinkedIn, stay alert.

Today I was contacted by two different "recruiters." I'll share the second conversation when I receive it, but I'm posting this one because it's a fair and straightforward question.

"Is this an opportunity, or are you going to offer me a resume writing service?"

As of writing this post, I haven't received a response.

That doesn't automatically mean this isn't a legitimate recruiter. It may be. I don't know.

My point is this: don't be afraid to ask direct questions.

As job seekers, we're sharing our resumes, employment history, and sometimes personal information. Taking a few moments to verify whom you're speaking with is time well spent.

Suppose this turns out to be a legitimate opportunity; great. If not, asking the question may save someone time, money, or frustration.

I'll also share the second conversation once I receive it so everyone can compare the interactions.

I've been documenting my job search, recruiting experiences, and other career observations on my blog at NielFlamm.com/blog. I hope some of those experiences help others navigate today's job market.

Have you received messages like this on LinkedIn? What questions do you ask before engaging?

Expectations Matter: Why I Share Feedback

If you think I'm being a Karen or a Keith (my apologies to everyone with those names, especially my friend Karen Romero), that isn't my intent.

I believe people and companies can't fix what they don't know.

I look for feedback all the time. Sometimes it's a bitter pill to swallow, but I know it's one of the best ways for me to improve, grow, and become better.

On my way to bring a recovery meeting to a detox behavioral health facility, I stopped at my local SONIC in Mount Pleasant. A fresh burger with pickles, onions, lettuce, and tomato (no cheese, please—I'm lactose intolerant... probably TMI 😄), a large order of tater tots, and an extra-large The Coca-Cola Company Zero—my favorite—sounded perfect for the 30-minute drive.

To make things quick and easy, I ordered through the app.

When I pulled into the drive-in stall, the carhop told me, "We're out of Coke Zero. Would you like Diet Coke instead?"

My real answer was no—I didn't want Diet Coke. I accepted it because I wasn't going to make an issue out of it. I also tipped the carhop, as I always do. The carhop didn't create the problem.

Later, I filled out the customer survey.

I wasn't looking for a free meal, a coupon, or any compensation. I shared an observation. At another fast-food chain, if a location runs out of a drink or food item, it disappears from the app. That means I know before I order that the item isn't available. It sets the right expectation from the beginning and prevents disappointment.

After submitting my feedback, I received a response telling me that "Shawn McLean" would be reaching out to me.

Guess what didn't happen?

Shawn McLean never contacted me.

From my perspective, that created two customer experience misses.

First, the app told me Coke Zero was available when it wasn't.

Second, I was told someone would contact me, but I haven't heard from anyone.

Neither issue was a major problem on its own. Together, though, they reminded me how important expectations are.

They also reminded me of Natalie Beckerman's book, When Did You Stop Caring?

I love technology. I appreciate mobile ordering. I enjoyed the burger. The pickles were outstanding.

But I value companies that do what they say they're going to do even more.

That's why I share feedback—not to complain, but because I genuinely believe companies can't improve what they don't know exists. Every piece of feedback is an opportunity to make the experience better for the next guest.

Join the discussion: what company has impressed you by setting the right expectations and then exceeding them?

NielFlamm.com/blog