Bringing bad news to customers like?

- In business relationships, no one was sure everything will always go smoothly without any problems. But a surprise appearance as the behavior of the parties involved will directly influence the situation, and determine whether that cooperation is really lasts or not.

Standing at the administrator's perspective, the introduction of negative information either directly or indirectly, partners, customers, superiors or subordinates are responsible for "Struggle". But do not be so hard to push that leaders "balls" responsibility to others or worse, do a perfunctory way.


In fact, the "bad news" is diverse, can be informed fund exhausted, an employee layoffs or shortened
project duration ... The suggestions below will go some way to give you the experience to cope, cleverly turning in awkward situations.


1. Recognizing affect customers


When adverse information is communicated to the customer, make sure the recipient's psychological information can not be comfortable and so they also require the person to report an unconscious psychological similar. Instead of coming straight drastically when communicating with customers, managers need a bit of refinement, showing sincere interest to clients before the unexpected situations. To do this, does not require senior executives to work or experience with customer contact, just put my thoughts in perspective partners.

 

Note than in point, the "bad news" concerning financial, money as an end to funding, completion financing, inspection requirements budgets are extremely sensitive information and cause direct impacts to activities of customers. Therefore, the need to carefully consider the time and the most appropriate way to report, so remember that you can present to bring bad news, but in the future you become the recipient information, always think as customers. The secret lies in the arrangement is scientific communication, have clear goals and are always accompanied by empathy.


2. Honest and straightforward


In the communication, the truth always be enhanced, especially when all of the meetings regarding sensitive issues. When directly inform partners about the "bad news", managers should pay close attention to each word is used, avoid innuendo, vague. An avoidance can lead to misunderstandings later! For example, instead of taking the reason that the terms


cooperate smoothly with no problems that delayed the contract, then frankly the main reason for the interruption. The roundabout and go straight into making the problem more complex problems and turn you into who lack professional.


Besides, remember that customers do not need too much reason or explanation because they are more prepared for the consequences arising from the "bad news". The most effective way to keep the relationship and make the situation less severe it is proposed to share part of the responsibility, which is to show the way, professional attitude and respect for your serious. Of course, the division of responsibilities not specifically how simple.


3. Propose positive solutions


Although this is the last hint of the actual process, but you have to anticipate this problem and planned before meeting clients and partners. The solution to overcome the unexpected is always the primary concern, it is more important than the division of responsibilities or costs incurred because it's prestige and image of both sides. Build a business relationship is difficult, but to cut off a relationship without consequences, it is much more difficult.


If the main problem comes from you, such as overly committed or can provide customer support, the best solutions are sought help from colleagues to ensure that what has been promised new to renegotiation. In case your partner is the one who causes trouble should make clear the initial binding before crossing the wrong place, wrong somewhere. What no one would want in this situation is to terminate the relationship, if not mandatory, then it attempts to maintain a positive way possible.


Mistake, disagreements or conflicts are frequent problems, so how will you handle them and reflects the level of professionalism you. Once the "bad news" is resolved, the relationship both parties will be tightened, corporate reputation will be strengthened.