Strategies for communicating bad news to customers

[capri]

From time to time, a business will have to communicate bad news to its customers. It could be the case that the venture is stopping a rewards program.

Depending on how it is conveyed, information about such negative developments could harm a business by offending and alienating customers.

In your business what strategies have proven to be effective in communicating bad news to your customers?

 

[eldavis]

I believe the best thing to do would be to first apologize about the situation then after dropping the news, you explain to them in details why the company or business had to make this decision.

 

[Springtime]

When communicating bad news to customers, it is important to let them know the reason why your company has to make such a decision. Make a sincere apology and thank them for their patronage.

 

[junrose123]

I agree that it is really good to explain well to customers on what was the reason and cause to have some bad news and just apologize to them so that they will feel that the company is sincere in comitting quality service at the highest consideration.

 

[cherry123]

Well, life comes with it's issues which will bad news to customers,There's no need to add anything just go ahead to tell them. They will understand I believe no need to pretend.

 

[Semi]

One thing you have to do is to choose the right setting and environment to make this communication of bad news to the staff. Be sure that the timing is proper and it is when they can assimilate it without affecting their output.

 

[capri]

One thing you have to do is to choose the right setting and environment to make this communication of bad news to the staff. Be sure that the timing is proper and it is when they can assimilate it without affecting their output.

I believe the idea of selecting the right environment and setting is extremely useful in the situation. Such right setting would ensure that the customers to which the messaged is directed would be in a ideal position to digest the news calmly and thus respond to the same positively.

 

[aovurevu]

When communicating bad news to customers, it is important to let them know the reason why your company has to make such a decision. Make a sincere apology and thank them for their patronage.

That is a very nice approach, being honest to them about the reason the company might have to take that decision will make them understand the situation quickly and wish for a recovery if possible than not telling them at all .

 

[Semi]

That is a very nice approach, being honest to them about the reason the company might have to take that decision will make them understand the situation quickly and wish for a recovery if possible than not telling them at all .

Apologize for all possible inconveniences that decision might cause the customers and assure them of your openness to continually work with them to explore a possible solution to the situation. A reasonable customer should understand with this approach.

 

[cherry123]

As the name implies bad news is bad. There's no two ways about this. you just have to find way to still break it. Because if you don't say it now you would still say it later.

 

[Semi]

As the name implies bad news is bad. There's no two ways about this. you just have to find way to still break it. Because if you don't say it now you would still say it later.

But there is a pattern you would say it and the disappointment is managed by the customers. There is a way you would say it and the chaos and bad situation deepens.

 

[cherry123]

Yesh, that is why it is good to have good communication skills as a business owner. You should be able to break any bad news that would not makes it worse than it is

 

[Passiveearner]

There are many companies that usually tend to issue a circular or notification about some kind of bad news to their customers. This is usually how they deal with such kind of problems and notify them.

 

[Niyi Briggs]

In some organizations, the boss doesn't show up to deliver the bad news. The assistant is sent to do the hatchet job. And I feel that this is wrong because it shows that you value them when you step up as a boss to deliver the unfortunate message.

 

[Blessed19]

This is actually a skill that a customer service is supposed to possess so as to have a better understanding with the customers for not all customers will be able to take bad news if it is not properly decimated.

 

[Niyi Briggs]

This is actually a skill that a customer service is supposed to possess so as to have a better understanding with the customers for not all customers will be able to take bad news if it is not properly decimated.

It is not just for customer service staff but for every entrepreneur. You should know how to face a customer and tell him or her the bad news. Be empathetic but don't appear weakend.