Honest About a Mistake

Last week I called a client about a delivery delay.

The package was lost, and we had no spare stock.

I knew she would be upset.

I started with, "I wish I had better news."

She said, "That is really frustrating."

I agreed and said I understood her feeling.

Then I offered, "Here is what I can do instead."

I gave her a discount on the next order.

She calmed down and accepted the offer.

I learned that honesty builds trust.

Even bad news can be shared with care.