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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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How to Deliver Bad News

“Your order is ready.”

“I’m glad all went well.”

“Your items came in early.”

“This is to confirm your appointment.”

“I’m happy to say the rates will remain the same.”

These are all easy to say when things go well. But what happens when things don’t go your way and we need to let the customer know that? Not so easy is it? Well it can be, if you know how to deliver bad news.

The first thing you need to do is don’t over promise. Guaranteeing a delivery date or price can be dangerous, especially if it’s not in writing. And delays happen. Things happen that are totally out of our control, making shipments late and causing appointments to be cancelled.

One of the best examples of this is when you’re pregnant and make an appointment ...

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