Thursday, May 20, 2010

Mistake Number 4

Mistake Number 4: You fail to communicate bad news at the right time in the right way.

No one likes to deliver bad news but if you delay it often makes the situation worse. It’s important to deliver bad news the right way. If you screwed up, admit it and apologize. If there is a legitimate reason for the problem, explain but remember the line separating reasons from excuses is thinner than a sheet of 20 lb. bond. When you call to talk about problems, be prepared to talk about solutions. Customers forgive mistakes. What they won’t forgive is dishonesty, deception and delay.

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