Client Clash: How Do You Deliver Bad News to Customers?

Anticipate. Communicate. Repeat. Learn how to prevent all-out battles from customer conflict.

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...

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