How to Deliver Bad News to Clients

No one wants to be the bearer of bad news.

As a business owner, there will be times when you’ll have to make a tough call and deliver less-than-stellar updates to your clients. And if you don’t deliver that news in a respectful manner that makes your client feel like their needs are being heard and addressed, then you risk losing their business—and their referrals.

And that’s a nightmare you want to avoid at all costs.

Because while price increases and production delays aren’t the most popular topics to discuss, they also give you the opportunity to strengthen relationships with your clients by treating them like the valued business partners they are.

If you want to deliver bad news and still come out looking like a hero, follow my tips below.

Tip #1: Don’t Delay

Deliver your message as soon as possible, preferably face-to-face or over the phone. Don’t hide behind an email (and definitely don’t send it over a text message). Your client deserves respect and speed, and no one wants to feel like they’re being hidden from the truth. Communicate the issue as soon as you can to avoid raising suspicion or concern.

The last thing you need is for your clients to think they can’t depend on you or trust what you have to say. Trust is everything in business.

Tip #2: Don’t Sugarcoat The Truth

You may be tempted to tell your client that everything will be okay or it could be worse. But these phrases rarely reassure anyone, and they usually result in more questions from your client.

Instead, try being open and honest about the situation at hand. Explain what happened in detail, and why it did. Be clear and direct.

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