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Bad news template

By ExpertOperations |

We’ve heard from you and seen that a problem professionals face is how to respond to questions with bad news.  You understand the question, you know the answer, but it’s bad news and you’re hesitant to engage the customer for fear of not getting paid for your time.  We also know that you may not answer these questions because your time is valuable and you’d rather spend it delivering good news.

Here's some good news: professionals report success when they break bad news in a specific way- caring and helpful.

Try out the template below (and let us know how it works for you in the comments!).  This template is for a repair situation, but you can see how a little gentle kindness and helpful suggestions add a lot of value:

Hello [CUSTOMER],

I’ve taken a close look at your question. I hate to tell you, but unfortunately I don’t think the equipment involved here is worth the cost of repairs. You might even have suspected this yourself. For a lot less money than you spent on it years ago, you can fully replace it today. And for the same money, you can get higher performance with far more functionality as well. You can look online for a replacement unit, or go in person to a store. If online, you may want to check out:
[LINK].

If you still want to fix this piece of equipment and cost is no object, let me know and I will try to help walk you through it. Or, if you want to scrap your equipment for parts, let me know and I’ll try to help you with that.

I hope you find this answer helpful. If you do, please remember to rate my service. Thank you!
Warmest regards,
[EXPERT]

 

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