Dialogue With an Angry Customer
Translate anger into needs and requests without sounding scripted.
Dana D Customer sponsor 1 Impact 2 Clarify 3 Commit Dana says your team cost them a board update. The account needs recovery and proof of seriousness. Observation, need, request Hear the business impact, infer the need, ask for the next useful request. Requests create motion. Your team cost us a board update. The relationship is still tense, so your next line needs to keep repair moving without reopening defense. First line? I had to explain a gap I did not create. The relationship is still tense, so your next line needs to keep repair moving without reopening defense. Next?
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