Mr.Pickles

Sr. Customer Success Manager

Bad News Delivery

Hello Savages. Recently the company I work with had several unexpected + unpleasant + unplanned changes, that placed everyone under unnecessary friction.

Our HR dept. is not very knowledgeable when it comes to delivering and our fellow Seniors and Managers are the ones called to fight the fires and deliver the bad news.

Any advice when it comes to that scenario?

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31 comment

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Kinonez

Celebrated Contributor

War Room Enthusiast

Transparency. If your team is lost with all the smoke and confusion of they new changes let them know all you know, make them aware of the reason behind the changes and what that means for the company’s future.

Changes can be scary and can create uncertainty that comes with a fear of instability that is dangerous for the moral of any rep.

Mangers should prevent this at all cost, by laying expectations how near future and how the team can overcome any obstacle that might come.

Transparency also makes the reps feel included which can boost morale and productivity.

Mr.Pickles

Arsonist

Sr. Customer Success Manager

Agree - shady moves kinda sucks

Kinonez

Celebrated Contributor

War Room Enthusiast

Oh for sure, and sometimes these moves aren’t shady they just appear to be because the team doesn't know what’s happening that’s why is key to keep them informed!

MrPotter

Valued Contributor

Trainer

Ooooh tough call here, it depends alot on the news themselves,but being upfront about them is key. If there is no pretty way to word it just try to give a respectful, and confident delivery. Uncertainty is the worse part of bad news so take that into account and try to give the most details, avoiding promises you cant keep. Best of luck, brother.

Kinonez

Celebrated Contributor

War Room Enthusiast

I prefer bad news over uncertainty all the time!

MrMotivation

Politicker

Sales

Always via a live conversation. Do not let the first thing someone hears about this be via text/email

Mr.Pickles

Arsonist

Sr. Customer Success Manager

Agree. The fun part is - we have a global platform in which everyone can post announcements *danger*

No_ty

Politicker

Sales Dir.

straight to the point - american style

Mr.Pickles

Arsonist

Sr. Customer Success Manager

yeah - did it and worked

funcoupons

WR Officer

👑

What kind of bad news are we talking about here?

Mr.Pickles

Arsonist

Sr. Customer Success Manager

Account cancelations / Company sudden downsizing / Migration to new platforms

MaximumRaizer

Politicker

Sales Manager

Always via a live conversation. Do not let the first thing someone hears about this be via text/email

Mr.Pickles

Arsonist

Sr. Customer Success Manager

absolutely - once you go bad news mode, avoid text

braintank

Politicker

Enterprise Account Executive

Rip the band-aid off. Bad news doesn't get better with age. Provide teams with a public forum to ask questions as well as anonymous channels for sensitive topics.

Kinonez

Celebrated Contributor

War Room Enthusiast

For sure! Let them know what’s going on and why, and deploy a Q n A on the new changes, get everyone informed on how to tackle these new changes. This are the times where teams must have each other’s backs and grow closer together!

Mr.Pickles

Arsonist

Sr. Customer Success Manager

teams grow together or they grow apart.

Kinonez

Celebrated Contributor

War Room Enthusiast

1,000% yes!! Keep your team together or they will drift apart! There are the times you are needed the most!

Mr.Pickles

Arsonist

Sr. Customer Success Manager

public forum - I LOVE that idea

Kinonez

Celebrated Contributor

War Room Enthusiast

Just keep it anonymous!

braintank

Politicker

Enterprise Account Executive

My company usually handles this two ways:

1) a public all hands where bold people (like myself) can ask questions.

2) a google form where questions can be submitted anonymously. They're answered publicly in the same all hands.

Kinonez

Celebrated Contributor

War Room Enthusiast

This is useful for sure! I imagine many wouldn’t say anything in the first, but for those shy ones there is always the same option!

Mr.Pickles

Arsonist

Sr. Customer Success Manager

had no idea you could make it anon in google sheets

Kinonez

Celebrated Contributor

War Room Enthusiast

We learn something new everyday in this community!

GDO

Politicker

BDM

Tell them and explain why. We are professionals thus we can handle some shit.

Mr.Pickles

Arsonist

Sr. Customer Success Manager

sure thing

Kinonez

Celebrated Contributor

War Room Enthusiast

I agree with this statement 1,000%! We like explanations and understand the why

Justatitle

Big Shot

Account Executive

Man, this is no fun like at all. I think I'd draw from Moneyball when Brad Pitt tells Jonah Hill that these people are professionals and get straight to the point. Don't waffle and just say this is really unfortunate but something our company has to do.

Mr.Pickles

Arsonist

Sr. Customer Success Manager

x2 - word

Blackwargreymon

Politicker

MDR

Transparency also makes the reps feel included which can boost morale and productivity.

Clashingsoulsspell

Politicker

ISR

Mangers should prevent this at all cost, by laying expectations how near future and how the team can overcome any obstacle that might come.

MR.StretchISR

Politicker

ISR

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Mr.Pickles

Bad News Delivery

31 comment

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