I wish it wasn’t the case, but we often have to deliver bad news to customers in the onboarding phase.

Have you been there?

• Something was promised that we can’t deliver.

• They were told the product could do something it can’t.

• They want impossible deadlines met.

The list goes on!

Given that we know this is likely to happen at some point, we should prep ourselves to handle it professionally to continue to deliver world-class experiences.

The steps below should give you a starting point.

You have 2 weeks to put them into action before the next newsletter. ↓

🧪 The Project: Bridge Builder

Let's start a repeatable system for delivering bad news that maintains hope and strengthens relationships.

Step 1: Map the impact first

Before the conversation, spend time understanding the ripple effects.

Write down:

• What they expected to achieve with the missing feature/timeline

• Which team members this affects

• Their likely emotional response

Preparation will make you more confident in the conversation.

Plus, you can't build a bridge if you don't know how wide the gap is. 🤷‍♀️