“I know it’s bad, but there’s nothing I can do about it.”
Morgan was demonstrating how she delivers bad news. She looks like she hates you.
The truth was, Morgan hated the message she was delivering. Because of the supply shortage, she now couldn’t get the order that you need right now to you for a year. Who could possibly love that message?
The immediate response Morgan got was, “Well then, we’re going to your competitor.” Morgan was in customer service. It was her job to save the customer.
What was upsetting Morgan was how upset she was FOR her customer. She could FEEL their pain. She felt horrible because she CARED so MUCH for them and because she could do nothing to change the vicious material shortage for them.
I asked Morgan, “Why don’t you tell them? Let them know how you feel, how much you care, and how much you would love to help them?”
That had never occurred to her.