Question

When delivering bad news to customers via a written message, use Multiple Choice 1. the you-voice. 2. specific examples of their mistakes. 3. passive verbs. 4. a lot of industry-specific jargon. 5. a complex message style.

Answer 1

Best choices: 1 (use), 2 (avoid), 3 (use only strategically), 4 (avoid), 5 (avoid).

Why:
- 1 — Use the you-voice (focus on the customer’s needs and feelings). It shows empathy and keeps the reader engaged.
- 2 — Don’t call out specific mistakes by the customer in a way that blames them; that provokes defensiveness and escalates the situation. If you must explain cause, state facts neutrally and briefly.
- 3 — Passive verbs can soften blame (e.g., “the shipment was delayed”), but overusing passive voice reduces clarity. Prefer clear, courteous active phrasing that doesn’t assign blame (e.g., “We can’t ship by Friday” or “We missed the deadline” if taking responsibility).
- 4 — Avoid heavy industry jargon; plain language is clearer and less alienating.
- 5 — Keep the message simple, direct, and courteous. Complex style buries the bad news and frustrates customers.

Short examples

Good:
Hi [Name],
I know this delay may disrupt your plans. Unfortunately, we can’t complete installation by March 1 because a required part is backordered. We can reschedule for March 4 or issue a full refund—please let me know which you prefer. I’m sorry for the inconvenience and appreciate your patience.
Best, [Your name]

Bad:
Hi,
Your order was delayed because you entered the wrong billing code and failed to submit the RMA per policy 7.3. The logistics dept is investigating. ETA unknown.
— This blames the customer, uses procedural language, and is unclear about next steps.

If you’d like, I can draft a short template you can adapt for your customers.