How to Tell Your Client Bad News

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"Adjusting the emotions of someone you're talking to is never going to be a winning strategy." It's simple yet so profound. 🤯

Adam's like that one uncle, because you know eventually he's going to tell that story about the 8-foot $1500 foamboard project. Very practical mailbag, or whatever you call these video segments.

I'm about to start my own business, in an industry that is exclusively 'house-calls'. Most of my clients will need to take a day off work to accommodate me, and if I cancel at short-notice - even for sympathetic reasons - they just wont have me back. If I get injured and have to clear 8 weeks of clients - that would significantly shrink my books. This is when it's good to have a business partner - or even a sub-contractor you work closely with. It's invaluable to have someone who can cover for you. Maintain a healthy relationship with your industry colleagues as well. And I think best of all - you may be able to find someone who is semi/retired who will brush the cobwebs off for a bit of extra pocket-money and just something to do.

A personal philosophy that has served me well in life is to always have a solution to recommend when you talk about a problem. Adam's options when it comes to bad news is a great way to diffuse a potential conflict.

"We all have people in our past that think poorly of us" - Something people need to realize. You won't always succeed. You won't always win. Sometimes people just won't like you, move on.

Me who has never done contract work: yes, this is very interesting and important to know.

"We all have people in our past that think poorly of us."

How people take bad news is a truer sign of professionalism than anything else in my mind. A professional knows that sometimes things can't happen, due to reasons outside of their control. It's okay to be mad, frustrated, or pissed off. But to take it out on the person who has to give you that bad news is unprofessional. Give you an example. I was supposed to be on a customers site this last week. Things happened, and i could not go to their site. Won't be going back for another couple of weeks, due to scheduling issues. The man i talked to on site was professional. He was "well, the boss isn't going to be happy, but it is what it is, stuff happens. I'll see you when you get here." That is professional. The boss, OTOH, wasn't. But i am also a professional, and dealing with immature asshats is part of the job. Middle management is the worst for this kind of thing.

The one important piece of professional advice I was given and take to heart: bad news does not get better with age.

Don't just bring problems to the table, bring solutions.

As someone who sometimes has to pass on bad news to clients, I've found an approach of collecting and writing down FACTS and then delivering the summary first, while being prepared to offer the backup history / supporting details is best. If I don't know something, I say that I don't know. If they want to know why that is, I tell them. Honesty and candor is best and sometimes a client isn't going to care that you are being straightforward, even if there is nothing you can do. You can't do anything except deliver bad news in a professional, respectful, adult tone and hope they understand your hands are tied- but the willingness to communicate clearly and directly conveys respect- don't hide from them, make excuses, be vague or delay. I often find that having a couple of options to move forward ready to go it also helpful, so that if they care to know what the next steps are, you have them ready to go.

Love the Jamie impression. Spot on.

Thanks. You clearly speak with the experience of a lifetime. There is no better advice than that.

I love you Adam, watching your videos gives me a sense of sameness in a world full of difference and turmoil, I grew up watching you and Jamie and you’ve shaped my life in a way I never thought possible, you were just making a show, and it really did reach further than you guys imagined, I even went as Jamie for Halloween one year! I’d be glad to share that image with you guys if you’d like, either way I love tested and all the things you do Adam, what a magnificent human being

Some really good advice when bringing a problem to the client or supervisor. If possible have a set options or solutions.

I use SIOR: Situation, Impact, Options, Recommendation

As a non American, cancelling that bank check makes not only very little sense, but would even be illegal here. By paying an invoice you therefore legally agreed with the job. Even if the contractor makes a mess. That's either called business risk or when it's really bad you can try to set it straight in other legal ways. But just cancelling payments left and right sounds totally wild wild west to me.

You can have it fast, cheap, or good. Pick two.

That advice about giving options is really great. Give the person something other than anger to work with, and give them some context on why the problem exists.