![Client Clash: How Do You Deliver Bad News to Customers?](https://cole-plumbermag.imgix.net/https%3A%2F%2Fwww.plumbermag.com%2Fuploads%2Fimages%2Fkylegrantham_onsite_09-web.jpg?crop=focalpoint&fit=crop&fp-x=0.5&fp-y=0.5&h=620&ixlib=php-1.1.0&q=75&w=1024&s=d9d56726f2271f6b21fd203b03079e6c)
Service-based businesses thrive on delivering top-notch results to customers. Delivering bad news requires quite a different skill set.
“Often, news is bad only if customers perceive that they have no control over it,” says Kristin Robertson, president of Texas-based management...