Delivering Bad News to Customers

How do you deliver bad news to customers?

A VP of Customer Success (a subscriber of the .Community newsletter) said this is 1 of her favorite interview Qs.

Here's why and what she looks for in an answer.

CSMs are gatekeepers, they have to deliver bad news.

Examples:
-> Contract amount is going up
-> The next release is delayed or it changed 
-> The problem you have is a bug, we're not going to fix soon

Deliver this in a way where we own up AND have empathy for the client.

I'm listening for stories w/candidates saying to clients:
1. "I know this isn't what you want to hear, but" - empathy
2. "I'm advocating for you, but here's what we can do as of now" - owning up

Experience delivering bad news > delivering a quick fix.