Delivering Bad News

From Leo's Notes
Last edited on 10 September 2017, at 22:06.

Notes from https://www.lynda.com/Business-Skills-tutorials/Delivering-Bad-News-Customer/604223-2.html

Customers want help; when delivering bad news, don't:

  1. cause a sense of helplessness which leads to frustration and anger.
  2. be indifferent; show genuine concern. "I realize this whole thing has been frustrating or you"
  3. Belabor the bad news - make your point once. Acknowledge the problem and provide workarounds or options.

Offer alternatives, make them feel that you're doing all you can to help them.

Four Keys

Be clear and direct

  • State things as they are (eg. company policy and why it is so)
  • do not leave any doubt or be vague, or sugar coat.
  • give details on what is or isn't the case (eg. warranty coverage)
  • Pause after delivery to let it sink in.

Eg. "My manager is counting on me to do my job and resolve problems our customers encounter. Will you give me an opportunity to try to solve the problem before we go further?"

Acknowledge concern from the bad news

Boils down to empathy.

  • Keeps the communication chain from breaking which results in negative emotions
  • should be genuine. eg "I realize this whole thing is frustrating for you", "I don't want you to worry at all", "We'll get to the bottom of this"

Don't undermine the company by slamming them either.

Empathize by wishing well, or hoping for the positive outcome.

Open to and encourage questions

  • helps come across as open and credible
  • Make customers feel smart and good as you answer questions. (eg. show rules are there for their benefit)

Offer an alternative.

No one likes being backed into a corner.

  • Don't ask the customer for options because they may ask for the impossible
  • Don't apologize for the alternative, it takes away from the value

Negotiate possible resolutions. eg: "If after talking to me and you're still not happy, I'll connect you with my supervisor. How does that sound?"

Communication Channels

Email

Primary components are:

  1. Start emails gently and positively; don't start with the bad news, especially in the subject.
  2. State the problem or decision with a reason
  3. State a solution or alternative
  4. Be open. "We look forward to..."; "Please reply back to this email with any questions"

Other tips:

  • Write the email with focus on the customer's reaction to the bad news.
  • Make it easy to read; keep sentences short.
  • Use personal pronouns ; use their name.

Phone

Speak slower; slow is perceived as confident ; fast makes you sound nervous. Speak casually and not aggressively Be confident or else customer may push back.

Avoid tension causing words, or words with an overall negative connotation.

  • 'Crash' related to computing to 'stop responding'

don't say "unfortunately", or "I wish there was another way". just state the news and possible alternatives.

Give verbal acknowledgement: "Uh-hh" "I see"

In Person

  • Eye contact ; look between the eyes if it's uncomfortable
  • Stand up straight, don't lean; good posture makes you look confident
  • Keep hands visible

See Also

The instructor for the lynda course has a blog at: