In a perfect world, nobody would ever need to deliver bad news to a customer or client. But that's not the world we live in, and sometimes we have to tell people things that they don't want to hear (and we don't want to say). Bad things just happen sometimes, and you can be ready for the inevitable with some strategies to soften the blow, help angry people feel heard, and potentially rescue valuable relationships.
1. Be transparent about what happened and why. Obscuring facts will only make the situation more stressful for your customer.
2. Get to the point early in the conversation. Don't bury the bad news in the third paragraph of a rambling email — just tell your customer right away.
3. Don't try to convince them that it's not that bad or make jokes about it. Be straightforward and empathetic instead.
4. Let them vent about it (within reason). Validate their frustration with phrases like "I understand that this puts you in a difficult situation." Don't make the conversation about you.
5. Take ownership of the problem and offer specific actionable steps that you can start working on right away. Let your customer know how you will personally manage the situation.
6. Follow through and remain accessible. Provide frequent status updates and ensure that your customer is satisfied with any deliverables.
7. Don't make the customer feel foolish, even if the problem is really their fault. Stay focused on solutions instead.
