#callbeforeyouemail

Last Friday, Margaret lead a Town Hall meeting on customer service. One of the topics we discussed was giving bad news to clients and how to do it. To expand upon what was discussed at the meeting, below are some things to remember when delivering bad news.

First, in-person is the best, most respectable way to deliver bad news. If there's distance or time constraint, a phone call or Skype/Google Hangout meeting are the next best ways for delivery. Email should be the absolute LAST RESORT!

If you have good news alongside the bad news, start with the good first. A client can tune out the rest of what you have to say if all they hear first are bad items. If you have nothing but bad news, give a fair warning that something unpleasant may be unfolding. Once you have to give the bad news in full, make sure to own up to it. Recognizing the consequences and accepting responsibility are both key to remedying the situation and moving forward. While delivering bad news, be aware of the tone and speed of your voice. Make sure to put aside emotional feeling and give the impression that you are thinking rationally.

While giving the impression that you're thinking rationally, don't be a robot either. Find the happy medium between being calm and and expressing empathy towards your clients situation. Try not to use formal words like, "it's protocol." Instead, explain why it's the way that it is. Try not to harp on negative words and circumstances. Try to spin negative statement  into positive statement just by changing the way you express your thought. While delivering bad news, try to be helpful by giving alternative suggestions. For example, if you can't take on their project, suggest your competitor, your client will probably figure it out on their own anyway and will appreciate your recommendation.