Your complete guide to delivering bad news without losing the positive connection with your buyers. (Do this right and it even has the power to deepen and strengthen your business relationships.)
Still connected (how to deliver bad news)
In today's post, you're going to discover how to use a simple formula to deliver bad news - like a delay of a shipment - in a smart way.
Here's a question:
"Do you ONLY provide good news to your clients?"
Just kidding.
Crazy, of cause, we all need to face the challenge to convey negative news to our clients now and then.
Sometimes even devastating information.
This is real life after all.
Le's take some super long deep breath.
I'm here to make this process as pain-free and hopefully as insightful as possible. I promise you no matter how intimidating you think it is - you absolutely can do this. And I really do mean this. You ARE in a position to master that. While being of the highest of service to your buyers.
In fact, do this right and you even have the power to lift your relationship.
So, no matter what your experience with angry buyers is or has been I want you to know that you're in a perfect position to do it.
It's a skill to cultivate.
I'm going to teach you a simple and intuitive method that leverages your existing abilities as a garment exporter, merchandiser, sales guy, or buying house owner.
Because it happens. The truth is there are not always favorable and positive matters to deliver to your clients.
Despite nobody wanting it. Unexpected things can happen in several ways. Especially in our industry... Delays of shipments, quality issues, you name it...
Or you might not agree with your customer's expectation. Or a certain request. And you have to communicate that somehow. Do you agree? Now and then we have to deliver bad news.
For sure, nobody likes to receive uncomfortable information. And nobody likes to deliver negative messages just as much. Nobody likes it. It has never been easy.
So what I mean with bad news is it's pretty much all those buyers don't like to hear.
„You will not get the advertising articles on time.“
„The inspection is not passed.“
„The prices will increase.“
and so on...
That‘s unpleasant and nobody likes to hear this. Of cause, this formula we are talking about is not making the negative news vanish. This no formula can and of cause. The negative news remains.
However, it helps and makes it easier than your customer can take and accept them. For that reason, I recently tried out the Still-Connected-Formula - with great success. It works - even when you need to deliver worst-case information.
Since you want to keep your customers' relationships healthy and stable.
Sandwich feedback is stupid
You know what the "sandwich feedback" is. You've probably heard about it.
It goes like this: First of all, we tell a person something positive. Or a compliment. Something nice. We go on and, in the middle, we put the bad thing. That's the thing we actually want to talk about. Finally, in the end, all will be wrapped up again with a positive statement.
So, the bad news is wrapped in two positive messages. Like the cheese is wrapped in bread from the upper and lower sides. A sandwich.
This model is supposed to soften the difficult matter. Protect someone's feelings. Or the situation as a whole.
Does it work out?
I experienced it does not.
Often the two positive messages are said and meant without real context to the actual situation.
Like: „Thanks for what you did yesterday, I really appreciate this, BUT ....“
And here‘s the thing: After hearing the BUT we tend not even to hear the first message.
Or sometimes even understand it in contrary. That‘s actually one of the consequences of this kind of communication.
We get into an alarming stage when we hear boot-licking words. We see it coming. It's so obvious. We literally expect a bad message in the middle - we almost hear the big „BUT“- lurking to get us. We think: „O.k. when is the bad point coming?“
That‘s why sandwich feedback doesn't bring the desired effect.
The Simple Still-Connected-Formula
What works better? You want to make a big positive impact even when the situation is tough. Plus, you want your customers relationships to keep growing for many years to come.
The simple Still-Connected-Formula is based on two psychological recall principles for human beings.
People remember what they hear at first.
And what they hear at last.
The middle is generally not remembered so clearly.
I believe what's most important is with what you leave your customer at the end.
What direction is thereafter receiving the bad news for your client?
How to put the Still-Connected-Formula in action
Show some good intent
If you meet in person select a quiet place or if you speak on the phone, do some friendly talk upfront. Show them that you’re an ally.
That you’re on their side and that you want their success. Signal that your intention is good.
Tell the bad news as it is. Plain. Frank. Direct.
“We will not be able to deliver your catalog article on time.“
„The price for this repeat article will increase this season.“
„We don‘t agree to point 4 of the contract.”
Appreciate and value the reason why it's so important for your buyer
Signal your understanding that you thought about it- that you really considered this situation. With this, you appreciate your customer as well as a person.
Your buyer is valuable to you. And this is your proof. Emphasize again that you recognize your client’s wish, expectation, and need. That you understand.
Now place BUT consciously.
Offer three alternatives and possible solutions
These three potential solutions can be implemented right away. Show your concern and understanding again.
Try to find three positive matters. So bad news first – then the BUT:
“But we thought about your wish. And we like you to know that we thought about an alternative how it will be possible. At least part of it.”
„But we know about the importance for you and like to offer you A, B or C…“
Positive track
You might wonder that it sounds like a really long chain sentence? No worries, because psychological this is happening:
Bad news first.
Then the word BUT.
You already know that all that is in front of BUT is weakened.
When you add three positive changes of direction you offer the possibility to your buyer to balance it against the negative information.
Which loses a bit of its horror.
The most important psychological effect tough is, that you point on a positive track.
And here's the thing... as a result you don‘t leave your client hanging with bad news in the rain. You initiate in the brain of your partner already a positive direction of thinking.
Hence, you're not focusing on the bad message but on workable solutions. Because you thought already about potentially acceptable alternatives. The key is you remain activity-oriented with their best interest at heart.
Practical Example
Here's what is happening in many cases emotionally
Furthermore, I tried it out and it worked really well. Do it a few times, get a feeling for the strategy and you'll use it again and again. Promise.
To sum-up
There's nothing crazy special about this Still-Connected-Formula. It's just being intentional about how you deliver bad news.
A key part of this Still-Connected-Formula is that it's showing real empathy and is looking ahead. I specifically love the actionable part of it.
Therefore, acknowledging what happened without bells and whistles but not looking back too much. Like: "That's the situation and that is our suggestions on how we possibly can deal with it."
The Still-Connected-Formula in a powerful cheatsheet
You know me. I created an ultra-practical FREE RESOURCE that you will find incredibly useful. I’ve got it all laid out in a powerful way that you can take and make your own. With word-for-word examples.
All you have to do is follow the system and you’ll be good to go!
- The single biggest thing you can add to your communication that your buyers will still see your good intent, integrity and maintain the business relationship with you. (Do this right and it even has the power to deepen and strengthen your business relationship.)
- A smart way to answer your buyer's objections before they've even had time to verbalize them.
- Why everybody in garment export should have a powerful formula handy, especially if you want your customers‘ relationships to keep growing for many years to come.
Like to try this? I‘d love to hear from you about your experiences...
Keep going and do something awesome today that will help you reach your goals with your business, and in life.
Thank you for reading this article. It wasn't short and you made it to the end.
Talk soon,
Heike
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Hello Heike,
Hope you are well. Thanks again for nice article and really this suggestion will be very helpful for our business because continuously we are facing this problem.
Your direction is very nice because you are a good director.
Thanks
Mahmudul
91 replies to "The powerful Still-Connected-Formula: How to deliver bad news – like a request for an extension of time to deliver goods for garment buyers"
Nice
I realy like the subjects you are selecting for your articles. The way you direct it is also inspiring and always eye opener for s new way to think about it. Thanks and keep on the good job. Thumps up
Hi,
What if I have to ask extension much longer that shipment may have risk of discount and air shipment on my cost?
Yes relevant question thanks … Anybody likes to share views on that topic?
Yes, i am likes this question.
Often client open L/C earlier than real expected receiving date of goods. Clients knows it can be, I mean dealyed shipment; they keep time for their own safty also. Suppose, production samples did not approved or goods did not pass in final inspection; but client needs the goods, they will work for solution and if really they can, they always do. If you gave good relation with clients, they will share with you or will find a way.
thanks a lot
Its really good thing & it can work .Its all about ATTITUDE!
Hi Heike,
Your articles are really good and relevant to today’s issues
Hi Heike
your topics is relevant and make them understand regarding the said issue.
Thanks
Important topics! Bad experiences are very common in our track. As of my personal experience, faced bad news everyday work from suppliers side & yes this is common & we can’t avoid sometimes. But the most important thing is, should not hide, nourish a problems from superiors or buyer which surely goes worse! Must need to share & take suggestions from them or go for immediate solution at preliminary stage. But sometimes we can’t avoid last minute surprises/ problems! For those cases I like them who take initiatives as——
straightly informed about problems->valid reason->a positive solution for recovery…
it’s a very good article specially for us who are working in this sector with a lot of dreams. just carry on. thank you so much.
Thabks ,seems interesting n helpful ….
upps !!!!! its really a interesting & fruitful article.
Txs for such a helpful tips. Waiting for further …….
Wow, this is so good.
What an tremendous effort. I wanna more. I think such kind of article can be helps me many ways.. please keep it up.. and finally many thanks.
Very useful blog.
Hi Heike
your topics is very nice.
Thanks
Nice
Good jobs
It is nice topics for all
thanks
Heike Siegel, thanks for your mail, simply it is nice tropic
Good , nice to meet with you.
upps !!!!! its really a interesting & fruitful article.
Txs for such a helpful tips. Waiting for further …….
Yes this is a beneficial for all business man as I agreed
Inconvenience situation always most annoying; in this article you did a very good job. I hope so in future we will handle such kind of situations more effectively with the help of this type articles. Please carry on. Thanx
Simplicity simplified right ways . . . indeed very helpful & easy to adopt
Hi Heike,
Please keep on posting such articles.
I really appreciate your efforts to help us to think in different way.
Thanks.
Hi Heike,
It’s really helpful for all Gmt expoter.
pls keep continue. Thanks.
It’s a great offer, thanks.
Hi Heike,
It is indeed helpful.
Wud luv to hear from you in near future too.
Best regards,
Shailesh
professional and convincing
Its really helpful. Pls. Keep it up. Eagerly waiting for next article.
Its really liked your post. Pls. Keep it up. Eagerly waiting for next article.
Really nice
congratulation to you for nice cooperation
Thanks
That is great idea for business promotion.
Thanks alot…
Its really helpful post. Great..!!
Thank you so much for your cooperation.
Much impressed with this article,Looks Good & Useful
Super!
I trust that this new strategy would be a very good eye opener for most of us which could be applied in each and every conversation in any field in our whole life time.
One of the most fantastic ideas, which I have come across in the recent past!
Loads of thanks to the “Universe” to give you more and more brilliant thoughts!
I would like to this…..When confirm start this way
Hi Heike
Hope you will be fine. I pray for your long healthy & wealthy life. You seems to be such a great teacher in our profession.
It’s really a great help for all professionals.
Thanks a lot
Keep it up
Regards
Mehdi
Hi
Hope u are doing well .
Have a good day.
Thanks
Hello
Hope your are will. I hope your nice co operation.
Have a Great day to you.
Thanks
zahid
Hi Heike
Hope you will be fine. I pray for your long healthy & wealthy life.
Great!
Regards
Maruf
it’s nice.
Its really helpful. Pls. Keep it up. Eagerly waiting for next article.
Tku
It,s really nice article.
Sooooooper …
hi heike
your article iss very good and helpful for us. You are such a great teacher for me.
thanks
Md. Asaduzzaman Ridoy
Dear Heike
Thanks , its good Artical for all the people who are in this field, keep it up good job
Thanks
Neeta
Nice to To Follow so that we can keep our customer always with us.
This is vary bad because of this day relation is mater.
Hai Heike
your article is very good and helpful for us, Thanks and keep it up.
Hi Heike,
Thanks. your advise is very nice it is help for us. We will follow accordingly.
B/r
Azad
Hi Heike, You hit the rock bottom which quite often is not discussed in most of the platforms. It gives idea how to deal in bad situation. Great. Thanks.
Nice topic though . Considering risk and on time delivery there should always be a second then third and fourth plan like A, B C …..and so on. If this was set in the very early stage with the client Vs the Supplier I believe it will work and will be acceptable from both End. Finally all these works are man made. SO where there is a will, there is a way…
Keep up your good works
good article !
Hellow
Great innovation suggestion to uplift the business.
Will it be possible to get us some routing and clientele please.
Hi Heike
Well great option for garment field people thanks.
Hi Heike,
Awesome blog. thanks for the tips. It gives idea how to deal in bad situation. Great.
With Thanks
Lelin
This is really helpful article. Thanks Heike Siegel
Dear Heike,
Good Morning.Happy to have you as friend.I will consistently see your marketing tips.I am heading innovation incubation and entrepreneurship department of one eminent university in India.I have 27 years expertise in knitwear industry.Feel proud to be your friend Heike.
Thanking you,
with regards,
K.DURAIRAJ
KL UNIVERSITY
VIJAYAWADA
INDIA
9581044609
Hi, choose a good link for marketing in this fast competition world. Marketing is major sector in any organisation to get a correct biz for there industries and do commitment to produce a right products which was the requirement by client today’s. In other ways marketing is a tool to build a relations b/w the peoples to get closed…..wish you all the best to helping choose the right way with equally partixipations to closed the world peoples in a one chain
…. This is the marketing !!!!!
WOW NICE
Dear Heike
Hope you are well!
Awesome blog.
It gives idea how to deal in bad situation. Great.
The great future belongs to those who have strong vision and determination.
And it doesn‘t matter where are you now,
Starting well and finishing strong is all that matters.
Wishing all the best to you!
Many thanks
Gaurav
9953781309
India
Hi Heike,
it’s really profoundly great article which can contribute Marketing people in eternal life without any hesitation.
I am appreciating you.
Faysal
Bangladesh
Hi Heike
This not only a good but also a great article and i am really appreciating.
Thanks.
Rana-Bangladesh
Hi Heike,
Nice article, it’s really helpful for all merchandiser including me. you know some times we’ve to face very bad situation when buyer cancel the order for minor fault. how can we face that situation. can you pls explain. thanks!!
I appreciate rules, thanks
excellent
🙂 Thanks Mu. Arafat
Hi
Hope you fine !
This very help full article
Thanks for this
RIAZ HOSSEN
01401878977
BANGLADESH
RIAZ HOSSEN thanks so much for taking the time to leave a kind comment. Thanks for reading and glad you find it helpful, best, Heike
Hi Heike,
Have a good day,
Hope this is a nice trick,
Best regards
Khorshed Alam Mallick
Quazi Abedin Tex Ltd.
QA group
Savar, Bangladesh
thanks for your comment
Hi Heike,
Nice article with your key words….
Stanley
Thanks Stanley
Hi,
Very true. A business relationship should be very transparent.
If we encounter any problem, we have to share it with our buyers well in advance as they have to get appropriate precautions rather than have a big hit at the end!
This is the main foundation of a healthy long term business relationship.
Sudath Mahanama
Sudath Mahanama thanks so much for your comment.
Communication is main thing for any kinds of business between both party. This article definitely help for each party (one for addressing and another party for absorption) rather than following traditional method. Thanks and keep continue with such effective thoughts.
Moshiul Alam thanks so much for your thoughtful comment. Looking forward to seeing you Fri, All my best, Heike
Thx for contact us.
thank you M. Aamir Hussain
Hi
Very halpfull this idea for me.
If needed extension like one month or more how to write.
Thanks
Md. Mosharaf Hossain Sarker thanks for your message. Yes, if you’d like to ask for an extension, that’s exactly the formula you can use as well.
Very useful article.
Thanks a ton.
Mir Hasan Morshed, thanks so much for reading and your kind comment 🙂 Happy New Year!
Good for new learner