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How To Pass On Bad News To A Client

by ewenmack
7 replies
There are times as a marketing consultant
you have to pass on bad news.

This may help in handling
what can be a delicate situation.

Recently I had to pass on some bad news to
a consulting client.

She had a deep emotional attachment to a course of action and I gave
the reasons why an alternative would have quicker and longer lasting rewards,
financially.

She agreed it was the logical choice.

But letting go of her dream was the
toughest thing in her career to do.

I picked up on that.

It's dangerous not to acknowledge the other persons concerns
even though she agreed it was the wrong course to take logically.

If you don't help heal the loss, then moving forward can be bumpy
for the both of you.

I spoke to her the next day to talk about it more.

I bought up my experiences that occur more than I'd like to admit,
where I'm drawn to the emotional reason to do something which
defies my logical side.

I also pointed out the story of a singer wasn't getting the recognition
and money he wanted.

But the music that was selling the most he didn't like.

So he caved in.

Wrote a sappy pop song and got a big hit.

From then on he was able to gradually move back to the
music he wanted to write. His fans then started to appreciate
his new take on music they hadn't heard before.

Win win.

She understood those 2 stories.

Then I gave her another.

One about having a passion for something which you have a strong attachment to,
is so hard to let go because it's like the death of a family member or dear friend.

She now got clarity and understanding why it was hurting so much.

Having me show her what was going on
took a BIG burden off her.

You could hear her voice change.

I told that to her.

She said "how do you know the right things to say?"

I jokingly told her it was "male intuition!".

In reality it is having a keen awareness what is going on around you.

I was surprised she said I have more people awareness than the female people she knows.

Yet it's a commonly held belief that women have a better intuition
and awareness of what's going on around their social circle.

Having the awareness of the impact the bad news you at times have to pass on
to your consulting clients, allows you to take the right actions, automatically.

This in turn creates trust, respect and indebtedness.

It's a credit you can draw on later.

Best,
Ewen
#bad #client #news #pass
  • Profile picture of the author Greg guitar
    Wise words Ewen,

    It is a skill in itself, dealing with people's emotions, and it sounds like you have a great handle on it. Your story is a great example of earning the clients' trust, far beyond just selling them services, but actually watching out for their interests, and handling any emotional objections they might have to doing what needs to be done.
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    • Profile picture of the author ewenmack
      Originally Posted by Greg guitar View Post

      Wise words Ewen,

      It is a skill in itself, dealing with people's emotions, and it sounds like you have a great handle on it. Your story is a great example of earning the clients' trust, far beyond just selling them services, but actually watching out for their interests, and handling any emotional objections they might have to doing what needs to be done.
      It was when she asked me,
      "You always know the right thing to say,
      how do you do it?" was the realization
      it is a skill that's very attractive to a client.

      I put it down to 2 things,

      1 Having a deep awareness what's happening in
      your surroundings

      2 having enough business/life experience to draw lessons from

      Best,
      Ewen
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  • Profile picture of the author Jeannie Crabtree
    Very insightful. It jogged my thinking on something in my own life as well.

    Did you study some psychology or just come up with this through observation?
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    • Profile picture of the author ewenmack
      Originally Posted by Jeannie Crabtree View Post

      Very insightful. It jogged my thinking on something in my own life as well.

      Did you study some psychology or just come up with this through observation?
      Jeannie, I wish I could give you a definitive answer
      so it makes me sound clever, but I can't.

      After you've read and studied works on, influence, marketing,
      copywriting, business growth plus my own experiences in
      building and selling businesses, it all becomes a cocktail really.

      I've noticed from a former employer and now friend that when we talk,
      he instinctively draws from his past experiences and tells a story
      about it.

      Often starts, "I remember when...".

      It seems to be a function of the brain to draw on
      it's reservoir of knowledge automatically.

      And when you have a deeper well and a have exercised
      your brain to extract the right piece of information
      at the right time, you are onto a winner.

      Just an observation from my experience.

      Best,
      Ewen
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      • Profile picture of the author Jeannie Crabtree
        Thanks for that answer. I agree, over time it is a melding
        of all sorts of things.

        IF we are the sort who makes observations, draw conclusions
        and puts it to use - this helps quite a bit.

        And this would certainly help in business relationships as
        you just illustrated.


        Originally Posted by ewenmack View Post

        Jeannie, I wish I could give you a definitive answer
        so it makes me sound clever, but I can't.

        After you've read and studied works on, influence, marketing,
        copywriting, business growth plus my own experiences in
        building and selling businesses, it all becomes a cocktail really.

        I've noticed from a former employer and now friend that when we talk,
        he instinctively draws from his past experiences and tells a story
        about it.

        Often starts, "I remember when...".

        It seems to be a function of the brain to draw on
        it's reservoir of knowledge automatically.

        And when you have a deeper well and a have exercised
        your brain to extract the right piece of information
        at the right time, you are onto a winner.

        Just an observation from my experience.

        Best,
        Ewen
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  • Profile picture of the author Aaron Doud
    Originally Posted by ewenmack View Post

    I was surprised she said I have more people awareness than the female people she knows.

    Yet it's a commonly held belief that women have a better intuition
    and awareness of what's going on around their social circle.
    I think the reason for this is women are more natural in tune to picking these things up. But on the flip side because they are so natural at it few ever train to be better at it.

    Few men train to be better at it either. But those who do end up exceeding most if not all women.

    And the bonus is that because it is learned vs. natural and is "unheard of in men" it allows men who possess it to seem magical and special especially to women.

    Of course some of us have weak social skills in general (how we learned to read people in the first place) so tend to be too blunt about these honest truths especially with those who we care about. That is one of my biggest faults. I tend to not filter among those I care about because I want to help them see in themselves what I see in them. And people don't like the truth.
    Signature
    Aaron Doud - Sales & Success
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    • Profile picture of the author ewenmack
      Originally Posted by Aaron Doud View Post

      I think the reason for this is women are more natural in tune to picking these things up. But on the flip side because they are so natural at it few ever train to be better at it.
      [/I]
      Aaron, I was honestly shocked when she told me I can "read" the social interactions of others
      better than all the women she knows.

      I took it for granted that women are always better than men,
      even me, at this kind of thing.

      I'm thinking we're all numb to observation due to
      junk food and a fast pace of life.

      But that's a whole new subject.

      Best,
      Ewen
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