Delivering Bad News to a Client
Delivering Bad News to a Client
(OP)
I'm sure most of us have been in that position when we've had to pick up the phone and deliver some form of bad news to a client. Just wondering how others deal with these situations.
Any thoughts or tips welcome....
Any thoughts or tips welcome....





RE: Delivering Bad News to a Client
Rafiq Bulsara
http://www.srengineersct.com
RE: Delivering Bad News to a Client
RE: Delivering Bad News to a Client
Rafiq Bulsara
http://www.srengineersct.com
RE: Delivering Bad News to a Client
Tobalcane
"If you avoid failure, you also avoid success."
RE: Delivering Bad News to a Client
This is a fairly general question, as each project and problem are unique (as are the clients).
RE: Delivering Bad News to a Client
RE: Delivering Bad News to a Client
TTFN
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RE: Delivering Bad News to a Client
Having some kind of mitigation plan as IRstuff says probably helps. However, there is some news so bad that it will take one heck of a mitigation plan to comfort them.
What is Engineering anyway: FAQ1088-1484: In layman terms, what is "engineering"?
RE: Delivering Bad News to a Client
"Art without engineering is dreaming; Engineering without art is calculating."
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RE: Delivering Bad News to a Client
RE: Delivering Bad News to a Client
Start with any good news there might be. For example, "so, Mr. Client, we tested the prototype and it performed as we expected. Now our challenge seems to be getting that same level of performance up to the factor of safety as outlined in your specifications. We have reviewed the data and believe this will require....and estimate the cost to be around..."
Do not say, "Mr. Client, I have bad news. The prototype blew up into tiny shards of shrapnel at 98% capacity, well short of your specification of 130%. It's gonna cost a butt load more to get it to perform at that level and I have no idea how much time it might take."
"If you are going to walk on thin ice, you might as well dance!"
RE: Delivering Bad News to a Client
Be honest. Provide enough information so they believe you and understand what happened and why.
Don't wait to long but try to get all the bad news together. One big punch is better than a little one everyday.
Understand that the guy on the other end of the line has to to take the news to his boss. Give him the confidence that you can solve the problem so he diffuses the bosses anger instead of deflect the bosses anger at you.
RE: Delivering Bad News to a Client
RE: Delivering Bad News to a Client
Tell him honestly, simply, kindly, but firmly
Don't make a big production
Don't make up an elaborate story
This will help you avoid a big tear jerking scene
(Lyrics from the song Popular by Nada Surf)
-- MechEng2005
RE: Delivering Bad News to a Client
RE: Delivering Bad News to a Client
RE: Delivering Bad News to a Client
"Bad News Early = Good News"
Turns out it's a great motto.
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