Delivering Bad News to a Client 1

[ooox]

I'm sure most of us have been in that position when we've had to pick up the phone and deliver some form of bad news to a client. Just wondering how others deal with these situations.

Any thoughts or tips welcome....

 

[rbulsara]

What kind of bad news? In the end news has to be delivered. It gets tricky, if you are the cause of the bad news.

Rafiq Bulsara

http://www.srengineersct.com

 

[ooox]

Nothing in particular, just a general question really.

 

[rbulsara]

That is tough to advise on.

Rafiq Bulsara

http://www.srengineersct.com

 

[Twoballcane]

When I have to deliver bad news (most often because I do analysis and test), I first create a executive summary of the issues with back up slides, then (this is the important part) add one or two solutions (it could be great solutions or “thinking out of the box” solutions a.k.a anything you can think of, just add something) to the report. This will show that you know what the problem is and have some sort of plan to fix it. If you go to your customer with a problem and no solution, this will make you look incompetent.

Tobalcane
"If you avoid failure, you also avoid success."

 

[Trackfiend]

I would think any kind of "bad" news should be relayed to the client as soon as possible to avoid any type of conflict down the line during the project schedule. Consideration should also be made as to if the "bad" news/situation could be taken care of in-house without having to involve the client, i.e., solving the problem before it becomes a detriment to the project.

This is a fairly general question, as each project and problem are unique (as are the clients).

 

[Hoagie]

Don't bother your clients unless you absolutely have to. Deliver the bad news in person...try to bring some good news to offset the bad.

 

[IRstuff]

Depending on the type of bad news, it's generally desirable to have a mitigation plan to present as well, i.e., "We're massively behind schedule, but here's how we are going to minimize the impact."

TTFN

FAQ731-376

 

[KENAT]

There are so many types of bad news, schedule slip, performance issues, cost issues, you're declining the business...

Having some kind of mitigation plan as IRstuff says probably helps. However, there is some news so bad that it will take one heck of a mitigation plan to comfort them.

Posting guidelines faq731-376

http://eng-tips.com/market.cfm?

(probably not aimed specifically at you)
What is Engineering anyway: faq1088-1484​

 

[MadMango]

I think Toballcane hit the nail on the head. When presenting bad news, always provide a solution as well. There are some things beyond your direct control, things will happen that prevent you from meeting your objectives. Be honest and prompt with your customers and they'll continue to be customers.

"Art without engineering is dreaming; Engineering without art is calculating."

Have you read faq731-376 to make the best use of these Forums?

 

[mechengdude]

Bad news does not get better with time. Deliver the news early, clearly, and if possible have some corrective action or mitigation plan following the news.

 

[casseopeia]

Start with any good news there might be. For example, "so, Mr. Client, we tested the prototype and it performed as we expected. Now our challenge seems to be getting that same level of performance up to the factor of safety as outlined in your specifications. We have reviewed the data and believe this will require....and estimate the cost to be around..."

Do not say, "Mr. Client, I have bad news. The prototype blew up into tiny shards of shrapnel at 98% capacity, well short of your specification of 130%. It's gonna cost a butt load more to get it to perform at that level and I have no idea how much time it might take."

"If you are going to walk on thin ice, you might as well dance!"

 

[HDS]

In addition to what everyone else has said.

Be honest. Provide enough information so they believe you and understand what happened and why.

Don't wait to long but try to get all the bad news together. One big punch is better than a little one everyday.

Understand that the guy on the other end of the line has to to take the news to his boss. Give him the confidence that you can solve the problem so he diffuses the bosses anger instead of deflect the bosses anger at you.

 

[graybeach]

As a client, I like to get bad news promptly, and I like the consultant to be ready to prove that the news really is bad. For example, if an assumption didn't work out and the work is going to cost more than was estimated, I like to hear that the consultant had other qualified individuals check out his or her conclusions. As others have pointed out, a plan to mitigate the issue is greatly appreciated.

 

[MechEng2005]

Prolonging the situation only makes it worse
Tell him honestly, simply, kindly, but firmly
Don't make a big production
Don't make up an elaborate story
This will help you avoid a big tear jerking scene

(Lyrics from the song Popular by Nada Surf)

-- MechEng2005

 

[ash060]

The best way to tell the client bad news - have someone else do it.

 

[Mr168]

I prefer to deliver it when their PM is on vacation.

 

[beej67]

We had signs up at my old office that said this:



"Bad News Early = Good News"



Turns out it's a great motto.

Hydrology, Drainage Analysis, Flood Studies, and Complex Stormwater Litigation for Atlanta and the South East -

http://www.campbellcivil.com