I genuinely messed up. I promised a client a specific feature would be ready tomorrow, and now I know it won't be ready until next month. I've broken my word, which is the hardest part. I think I'll be losing a lot of sleep over this. What's the best way to start an initial conversation to apologize and rebuild trust without sounding like I'm making excuses?

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Be transparent. Tell them why and hopefully they will be cool with it.

If not, discount the work a bit to soften the blow.

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Honesty is the best policy. Tell them you made a mistake and explain what the process will be to completing the feature.

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I've worked in sales for close to 15 years if I dont include gas station work, it would be 12. From my experience being honest and straight forward usually sets the customer at ease. This time it wasn't your fault but I've messed up myself and told the customer hey I can't blame this on anyone but myself. I messed up and forgot to do this...now it is my fault the product will not be ready until this date. Yes they may be upset at first but honesty goes a long way and I've had a lot of customers follow me from company to company during my growth in sales. People will respect the honesty, I kind of miss working in Sales thinking about it all again

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We’ve all been there! Just apologize, be honest and clearly articulate future timeline milestones.

We have all been there
Can you ply the client with alcohol first?
This will impact outcome.
If not alcohol, lunch.
If not lunch, do it face to face.

Fall on your sword and never do it again.

Begin with: “this is going to be a tough conversation. I want to prepare you for that, and I want you to know that I messed up in something I communicated. Before I get what it is, please know that I feel accountable - and I’m committed to helping to manage as best I can, the consequences.” Then spill the beans. Then listen through your client and ask lots of questions about how this impacts them. Offer suggestions on how they might communicate the news internally in a a way that protects their reputation. My only other suggestion is to try to scenario plan some possible mitigations and move the convo to a territory in which you’re collaborating on damage control. In my experience it goes a long way to demonstrate that you’ve been thinking through solutions to the problem your client may encounter. I think it will go as well as it can go bc my sense is that you care (you’re making an effort to inquire about how to handle this, and you’re being accountable). Caveat: this advice might change slightly depending on the severity of the situation. But either way, honesty, transparency, authenticity and accountability are all the right mix of responses. Showing how much you care will probably go further than anything you can say. Good luck

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Hey Fishes,
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Ask me anything as there are very few reviews available online.
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Job searching/hiring thread for September

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Post Photo
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