Breaking Difficult News
Not applicable
Direct
Telling a client you are going to miss a deadline
A commitment is going to slip and you have to tell the customer before they find out.
Strategy
Tell them early, give one new date you will absolutely hit, and say what changes so it does not repeat. Early bad news is a credibility deposit.
I am calling with news you are not going to like, and I would rather you hear it from me today than notice it Friday. The integration will not be ready on the 14th. The new date is the 28th, and that date has buffer in it. Here is what I am doing about it: the two blocking items now have a dedicated engineer, and you get a Friday status from me every week until it ships.
If they push back
If they push for the original date: "I could promise the 14th and miss it again. I would rather give you a date you can plan around. What can I do to reduce the impact of the two weeks?"
What not to say
- We ran into some unexpected issues
- It should be fine
- This is partly on your team
- I will see what I can do
Follow-up
Confirming in writing: new delivery date is the 28th, dedicated engineer on the blockers, and a status note from me every Friday. Call me directly if anything slips your end.