Responsibility

How to Deliver Bad News and Have Your Customers Thank You for It

How to Deliver Bad News and Have Your Customers Thank You for It

Look, there’s no way around it. Delivering bad news sucks.

When you’re receiving bad news, you sit back, you listen, and you react.

But when you are delivering bad news, your mind races with possibilities: What will I say? How will I say it? How will they react? What if they get angry? What if… what if…

It doesn't get any easier as a small business owner. With your customer's satisfaction and the revenue they generate at risk, delivering bad news can be downright stressful.

If you've never had to deliver bad news to a customer, congratulations. This post is for you. Because inevitably, you will.

If you have had to deliver bad news to a customer, I feel for you. This post is for you as well. Because I've been there a few times before. So many times, actually, my business finally figured out how to do it well. In fact, after delivering the worst news in our company's history, the customer literally called us back to thank us for it.

I’d like to tell you that story, and help you craft a “bad news message” for the next time you need to do the same.