As we all are trying to become marketers we have to know " How to deliver a bad news to our customer?" . We should give importance while dealing with the customer . It is a fact that sooner or later we might have to deliver a difficult news to our client perhaps we made a mistake or missed to keep a deadline. May be delivery will be delayed, prices have gone up or credit has been denied. Whatever it is , how you present the newshave an impact as the news itself.
Here what should we do is:-
Assess the situation: First of all we should know to whom we are going to deliver the news and what impact these news have on the customer and his/her business. If there is any problem we should make him feel that the situation / problem is under control.
Tell the client as soon as possible: Don't try to hide the situation. we can Say like" i have something to tell you, that is not what you are expecting to hear" and then break the news.
Accept the blame and apologize: If you or your company has done something wrong now is the time to admit it. whether or not it was your fault, a heart felt apology will demonstrate our sincerity and concern.
Empathize: Let the client know that we understand , what an inconvenience this situation for them.
Present solutions: Focus on what we can do to alleviate the situation for them. And be prepared to offer the best possible solution.
Follow up: Stay in close contact with the customer until the problem has been resolved to their satisfaction.
Finally , don't forget to ask for the clients continued support. we can ask like "Can i count on you to continue working with me and keep things moving forward?" . this step is often neglected. But buy doing so one can go a long way towards maintaining the relationship even in spite of the current glitch.
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