Merge's Blog

How to break bad news to a client

In the world of business, things don’t always go according to plan.  Shipments can get delayed, production lines may break down, and unforeseen events might prevent people from getting the job done.  My latest column for is titled How to Break Bad News to a Client.  In it, I lay out seven steps for when things just don’t go your way and you now have to tell your customers the unfortunate truth without jeopardizing your reputation and credibility.


So do you have anything to add to my seven?  How have you handled the difficult situation of breaking bad news to a client?  Please share by commenting below.

P.S. I am so proud to be in my second year as a regular contributor to’s panel of business experts. You can find links to my previous columns on their site. For your information, Profit Magazine is a sister publication to Canadian business magazine giants Canadian Business, MoneySense and Macleans, and their list of columnists reads like the Who’s Who of Canadian business, so I am honoured to be in such distinguished company.

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