Friday, April 17, 2009

3 Reasons for Communicating Negative Messages to Customers

Most very small business owners, entrepreneurs and solo-professionals cringe at the thought of approaching clients or customers with negative information. Invariably we know that regardless of how much we try to cushion the negative information between positive messages, our clients or customers are going to be disappointed or angry.

We may need to convey negative messages for the following reasons:

(i) Announcement of policy changes that may not be to the benefit of the client or customer.
(ii) Give notice of a product or service price increase.
(iii) Since in many cases we do not make the product we sell, it may become necessary to advise of a product recall.

A bonus reason is delivering any information that the client or customer may perceive as being intrusive or even insulting.

What methods can be used to convey these negative messages? We’ll consider those in my next post.

Please leave your comments. We love to keep the conversation going.

No comments:

Post a Comment