![Client Clash: How Do You Deliver Bad News to Customers?](https://cole-pumper.imgix.net/https%3A%2F%2Fwww.pumper.com%2Fuploads%2Fimages%2Fistock_000005982884large.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=9b9985ac978a65a9b680ad128d940e8c)
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...