“The order will be late.” “We made a mistake.” “You can’t have what you want.” When you have to tell customers bad news, try these tactics to make it less painful.
They come from communication expert Michael Hyatt.
- Make it as personal as possible. Make a call. Write a personal email. Avoid sending a mass message that doesn’t address individual needs under the circumstances.
- Get to the point. No need to ease into it. Don’t make customers wonder what you might say. No pleasantries can change the harder truths.
- Say less. Resist the compulsion to give lengthy explanations.
- Give customers time. Give them time to absorb the news and ask questions before ending the conversation.
