Deliver Bad News Like a Pro: Effective Communication Tips

So you have to deliver some bad news to a client.
You value the relationship and don’t want to lose the business.
But there are things that happened that are out of your control.
Example:
You are an interior designer and the renovation of the living room culminates in a house warming party, where the L shaped sectional is the centerpiece.
Supply chain disruptions mean this beautiful Ligne Roset couch is still sitting on a ship out to sea and won’t make delivery by the day of the party.

A framework to use:
Acknowledge, Address, Align

Acknowledge the feelings
“I know you are disappointed the couch won’t be here in time for the party.”

Address the facts and state you are still on track to meet your goal.
“But due to unforeseen circumstances, the couch didn’t make it into port for delivery. But when it does arrive, you are still going to have a stunning living room as designed.”

Align and partner on how to best move forward:

Let’s work together to source or rent a couch for the party so that your guests still have a place to sit.

Most people mess these up.
They make it all about 'Me! Me! Me!'
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I'll add to it each week.
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And do it---nicely.
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♻️ Reshare if these are helpful.
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