Damage Control For Disappointed Customers: Late Delivery of Printing Order

Damage Control for Disappointed Customers: Late Delivery of Printing Order
Kevin Kearns, a printing company sales manager, must tell one of his
clients that the payroll checks his company ordered
are not going to be ready by the date Kearns had promised. The printing
company’s job scheduler overlooked the job and
didn’t get the checks into production in time to meet the deadline. As a result,
Kearns’ client, a major insurance company,
is going to miss its pay run.
Kearns meets with internal department heads. They decide on the following
plan to remedy the situation: (a) move the
check order to the front of the production line; (b) make up for the late
production date by shipping some of the checks—
enough to meet their client’s immediate payroll needs—by air freight; (c) deliver
the remaining checks by truck.
Your Task. Form groups of three or four students. Discuss the following
issues about how to present newsws to Andrew
Tyra, Kearns’ contact person at the insurance company.
a. Should Kearns call Tyra directly or delegate the task to his assistant?
b. When should Tyra be informed of the problem?
c. What is the best procedure for delivering the bad news?
d. What follow-up would you recommend to Kearns?
BAD NEWS/ NEGATIVE
MESSAGES
Goals in Communicating Bad News
❑ To make the reader
understand and accept the
bad news
❑ To promote and maintain a

good image of the writer and
the writer’s organization
❑ To make the message so clear

that additional
correspondence
is unnecessary
❑ To avoid legal liability

Choosing the Best Approach
❑ Will the bad news come as a shock?
❑ Does the audience prefer short messages
that get right to the point.
❑ How important is this news to the
audience?
❑ Do you need to maintain a close working
relationship with the audience?
❑ Do you need to get the audience
attention?
❑ What is your organization’s preferred
style?
❑ How much follow-up communication do
you want?
The Indirect (Inductive) Pattern
a neutral or positive opening that does
Buffer
not reveal the bad news
an explanation of the causes for the bad

Reasons
news
a clear but understated announcement of

Bad News the bad news that may include an
alternative or compromise
Close a personalizing, forward-looking,

pleasant statement
Agreement
Fairness Best News/
Good News
Compliment/
Facts Praise
Buffer
Cooperation Appreciation
Understanding Resale
Apology
Buffering the Opening
Agreement Find a point on which you the reader share
similar view.
We both know how hard it is to make a
profit in this industry.
We both realize how much the export

business has been affected by the
relative strength of the dollar in the past
two years.
Best News/ To ensure that your correspondence goes

Good News out with the last pickup.
Your cell phone has been repaired.

Compliment/Praise Find an attribute or an achievement to
compliment
Edhi Foundation has my sincere admiration

for their fundraising projects for children, I
am honored that you asked me to speak….
(avoid raising false hopes)
Appreciation Express sincere thanks for receiving

something.
I appreciated learning about your
qualifications during our interview.
[note: avoid thanking the reader for
something you are about to refuse.
Favorably discuss the product or company related
Resale to the subject of the letter.
With their heavy-duty, full-suspension hardware and
fine veers, the desks and file cabinets in our Montclair
line have become a hit with value-conscious
professionals.
Fairness Assure the reader that you’ve closely examined

and carefully considered the problem, or mention
an appropriate action that has already been taken.
For the past week, we have carefully monitored
those using the photocopying machine to see
whether we can detect any pattern of use that might
explain its frequent breakdown.
Facts During the past five years the number of employees

eating breakfast in our cafeteria has dropped from
32% to 12%.
Cooperation Convey your willingness to help in any way you
realistically can.
Employee services is here to assist all associates
with their health insurance, retirement planning
and continuing education needs.
Understanding Demonstrate that you understand the reader’s

goals and needs.
We know that you expect superior performance
from all the products you purchase from Office
City.
We’re genuinely sorry you were disappointed in
Apology
the quality of the ice cream you recently
purchased at Amy’s. Your opinion is important to
us, and we appreciate your giving us the
opportunity to look into the problem you
describe.
Reasons
❑ Explain why the request must be denied,
without revealing the refusal.
❑ Avoid negativity (unfortunately,

impossible).
❑ Show how your decision benefits the

receiver or others, if possible.
❑ Focus on maintaining the relationship –

avoid being blunt or insensitive to needs
❑ Justify the bad news with objective

reasons
❑ Use resale, if appropriate, to restore the

customer’s confidence
❑ Avoid blaming the customer or hiding

behind company policy
❑ Show empathy and fairness

Bad News
❑ Explain the bad news
clearly, but don’t
accentuate it.
❑ Avoid negative language.
❑ Say the bad news once and

move on to a focus on the
future/alternatives.
❑ Never repeat the bad news

Bad News
Subordinating bad news in
passive voice
Although the equipment can’t be

loaned, we wish you well in . . .
Implying bad news in passive

voice
Because our equipment is Sold only

through dealers, we invite you to
examine it at your local Stereo City.
Passive-Voice Verbs
Rewrite these sentences in passive voice:
Because of our Web site, we are no

longer offering a printed catalog.
Because of our Web site, a printed

catalog is no longer being offered.
We are unable to grant your request

for a loan.
The loan request cannot be granted.

Subordinating Bad News
Subordinating formula: While/Although (bad news in passive
voice), (alternative in active voice)
Rewrite subordinating the bad news:
It is impossible for us to ship your complete

order at this time. However, we are able to
send the four oak desks now; you will
receive them within five days.
Although your complete order cannot be

shipped at this time, we send the four oak
desks, which will arrive within five days.
Implying Bad News
Because/Since (reason in passive voice),
Implying formula: (alternative in active voice)
Rewrite implying the bad news:
I already have a prior engagement in my

appointment calendar for March 31st.
Therefore, I am unable to speak to your
group. However, I would like to recommend
another speaker.
Because of a prior engagement on March

31st, I am recommending another
speaker.
Implying Bad News
Rewrite implying the bad news:
Because of the holiday period, all our

billboard space was used this month.
Therefore, we are sorry to say that
we could not give your group display
space. However, next month we
hope to display your message.
Since billboard space was completely

filled during the holidays, we hope to
display your message next month.
Close
❑ Supply more information about an
alternative, if one is offered.
❑ Look forward to future business.
❑ Offer good wishes and

compliments.
❑ Avoid referring to the refusal/bad

news.
❑ End on a positive, friendly note.

Avoiding Three Causes
of Legal Problems
Abusive language Careless language
Defamation – use of any
language that harms a person’s Avoid making statements that are
reputation potentially damaging or that could
be misinterpreted
● Libel – written defamation
The factory is too hazardous for
● Slander – spoken defamation
tour groups.
The “good-guy” syndrome

● Avoid making statements that ease
your conscience or make you look
good
● I thought you were an excellent

candidate, but
we had to hire . . .
●
Avoiding Legal Problems: Final Tips
❑ Your view must reflect

organizations’
❑ Don’t admit or imply

responsibility without
checking with legal counsel
❑ When turning down job

candidates
❑ focus on skills/abilities
of the candidate
❑ avoid any reference to
non-job-related reasons
“Before” – Ineffective Request
Refusal Memo
MEMORANDUM
TO: David Walters

FROM: Bob Goof
SUBJECT: Your request
Unfortunately, we cannot permit you to apply the lease

payments you’ve been making for the past ten months
toward the purchase of your Sako 600 copier.
Company policy does not allow such conversion. Have you

ever wondered why we can offer such low leasing and
purchase prices? Obviously , we couldn’t stay in business
long if we agreed to proposals such as yours.
You’ve had the Sako 600 copier for ten months now, and
you say you like its versatility and reliability. Perhaps we
could interest you in another Sako model; one that’s more
within your price range.
Do give us a call.
“After” – Improved
Request Refusal Memo
We’re happy to learn that you are enjoying the use of the Sako
copier you’ve been leasing for the past ten months. Like our
many other customers, you have discovered that Sako copiers
offer remarkable versatility and reliability.
One of the reasons we’re able to offer these outstanding

copiers at such low leasing rates and equally low purchase
prices is that we maintain a slim profit margin. A provision for
applying lease payments toward the purchase price would
result in an increase in overall prices. Although lease
payments cannot be credited toward purchase price, we can
offer you other Sako models that are within your price range.
The Sako 400 delivers the same reliability with nearly as many
features as the Sako 600.
Please let us demonstrate the Sako 400 to your staff in your

office. Our representative, Tracy Wilson, will call you soon to
arrange a time.
We look forward to your continued business.

Revise the following refusals so that they use passive-voice
instead of active-voice verbs.
1. We do not allow used merchandise to be returned or exchanged.
2. Managers may not advertise any job openings until those positions
have first been posted internally.
3. Your car rental insurance does not cover large SUVs.
4. We cannot meet the sales income projected for the fourth quarter.
5. Titan Insurance Company will not process any claim not

accompanied by documented proof showing that a physician treated
the injuries.
Revise the following so that the bad news is de-emphasized in a
dependent clause that precedes an independent clause. Use the
passive voice and “you” view whenever it is appropriate and safe.
1. Unfortunately, we cannot accept personal checks or unauthorized credit. We encourage

you to submit your credit application online before coming to the eBay auction.
2. We appreciate your interest in our organization, but we are unable to extend an

employment offer to you at this time.
3. It is impossible for us to ship your complete order at this time. However, we are
able to send the two armless task chairs immediately.
4. Air Pacific cannot possibly honor the $51 flight to Fiji that erroneously appeared
on Travelocity. We are eager, however, to provide a compromise price to
customers who booked at the erroneous price.
Revise the following refusals so that the bad news is implied. If
possible, use passive-voice verbs and subordinate clauses to further
de-emphasize the bad news.
1. Because of the holiday period, all our billboard space was used this month. Therefore,
we are sorry to say that we could not give your charitable group free display space.
However, next month, after the holidays, we hope to display your message as we
promised.
2. We have received your application to enroll your spouse as a dependent in the

group insurance plan. But we must reject it because you just missed the
deadline. Applications will not be accepted again until January 1, at which time
you may enroll your wife.
3. We will not be able to make a pledge in the annual St. John’s fund-raising
campaign this year. At this time our cash is tied up in building a new production
facility in Southport. We look forward to being able to support your campaign in
coming years.

Damage Control For Disappointed Customers: Late Delivery of Printing Order

Uploaded by

Copyright:

Available Formats

Damage Control For Disappointed Customers: Late Delivery of Printing Order

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Damage Control For Disappointed Customers: Late Delivery of Printing Order

Uploaded by

Copyright:

Available Formats

Damage Control for Disappointed Customers: Late Delivery of Printing Order

❑ To promote and maintain a

❑ To make the message so clear

❑ To avoid legal liability

an explanation of the causes for the bad

a clear but understated announcement of

Close a personalizing, forward-looking,

We both realize how much the export

Best News/ To ensure that your correspondence goes

Your cell phone has been repaired.

Edhi Foundation has my sincere admiration

Appreciation Express sincere thanks for receiving

Fairness Assure the reader that you’ve closely examined

Facts During the past five years the number of employees

Understanding Demonstrate that you understand the reader’s

❑ Avoid negativity (unfortunately,

❑ Show how your decision benefits the

❑ Focus on maintaining the relationship –

❑ Justify the bad news with objective

❑ Use resale, if appropriate, to restore the

❑ Avoid blaming the customer or hiding

❑ Show empathy and fairness

❑ Avoid negative language.

❑ Say the bad news once and

❑ Never repeat the bad news

Although the equipment can’t be

Implying bad news in passive

Because our equipment is Sold only

Because of our Web site, we are no

Because of our Web site, a printed

We are unable to grant your request

The loan request cannot be granted.

Rewrite subordinating the bad news:

It is impossible for us to ship your complete

Although your complete order cannot be

Rewrite implying the bad news:

I already have a prior engagement in my

Because of a prior engagement on March

Because of the holiday period, all our

Since billboard space was completely

❑ Look forward to future business.

❑ Offer good wishes and

❑ Avoid referring to the refusal/bad

❑ End on a positive, friendly note.

The “good-guy” syndrome

● I thought you were an excellent

❑ Your view must reflect

❑ Don’t admit or imply

❑ When turning down job

TO: David Walters

Unfortunately, we cannot permit you to apply the lease

Company policy does not allow such conversion. Have you

One of the reasons we’re able to offer these outstanding

Please let us demonstrate the Sako 400 to your staff in your

We look forward to your continued business.

1. We do not allow used merchandise to be returned or exchanged.

3. Your car rental insurance does not cover large SUVs.

5. Titan Insurance Company will not process any claim not

1. Unfortunately, we cannot accept personal checks or unauthorized credit. We encourage