Explaining a policy the customer will not like

Last week, I had to tell a customer about a policy change.

She was not happy about it.

I started by saying, 'I wish I had better news.'

That made her feel that I understood her.

Then I explained the new rule in simple words.

I did not hide the bad news.

But I also said, 'Here is what I can do instead.'

I gave her a different option.

She said, 'I know that is frustrating.'

Wait, that was me saying that.

I meant to show I cared.

In the end, she accepted the new plan.