Being the bearer of bad news.(THE BUSINESS)

From: New Zealand Herald (Auckland, New Zealand) | Date: March 19, 2007 | Copyright information

Byline: SEAN D'SOUZA

IMAGINE you had some great news to tell a customer. What would you do? You'd email them. Call them.

Drive over to tell them the good news, right?

But what do you do with bad news? What if a job has gone horribly wrong or there are delays? What if you've run into a mountain of obstacles? Would you employ the same tactics, and hasten to tell your customer the bad news?

So what makes a customer really mad? Is it the bad...

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