How To Deliver Bad News

Recently I started using Seesmic, and also ‘liked’ them in facebook.  A few days ago they published this message, which got me thinking, and tweeting:

How to not deliver bad news to your customers: #poorservice #SCRM


Haim Toeg

Surprisingly enough, Seesmic, or more accurately, Luic Le Meur, one of the founders, responded:

@ interesting, how would you have delivered the news?


Loic Le Meur

So, what are the keys to delivering bad news?

Put yourself in the customer’s shoes.  Does the company really think anybody will pay their carrier the penalties associated with changing devices or switching carriers just to use their iPhone or Android product?  All this message does is annoy its audience – exactly those that the company wants to keep.

Offer valid alternatives that do not require much effort or expense.  In this case the company could have just as easily recommend the native twitter and facebook applications for the BlackBerry.  It would have made a positive message that could have gained added goodwill.

Postscript: In the time since, Seesmic updated the original blog post, well done!

2 responses to “How To Deliver Bad News

  1. Thank you for a thoughtful post and for making this an opportunity for all of us to learn something.


    Liza Sperling

  2. A perfect post – short and educational. I wish I had seen Seesmic’s original message, though.

    It would also have been useful to know how Loic Le Meur discovered your tweet so quickly, when you don’t mention Seesmic in there and the link is shortened. I know I need to learn more about social media monitoring, and this seems like a good example of an important tweet that would have passed me by.