Will They Throw Tomatoes?
It's Monday morning. Joe just called from Manufacturing to inform you that an incoming supply of terminals was delayed and there's no way you can deliver equipment to Client Gloriosus by Friday. What do you do? Even if it's complicated there are steps you can take to soften the blow of bad news. First, don't blame Joe if it's clearly not his fault. Sit down and do some trouble-shooting with him, or anybody else who may be able to help, and see if you can brainstorm alternatives or negotiate a solution.
Second, consider how the client might react. What negotiations can you strike with them? Will they accept a partial shipment? Will it hold up their store opening or sales? Can you offer them a discount? Next, think of how your company will be perceived by the client. Is there enough trust built up that they will understand? Or is the relationship on rocky soil and a competitor is chomping at the bit for their business? Before calling to deliver the bad news, consider your explanation. Have the facts down and any solutions ready. Tell your client what actions have been taken to resolve the problem-don't leave it up to them to solve! Finally, say you are sorry (it really does go a long way!) and focus on the positive things you've done for the client. Let them know that everyone is doing everything they can to solve the problem, and that this is not a normal situation for your company. Bad news is often well received, when it is timely, and sprinkled with suggestions that show you care.
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