Breaking Bad News to Customer — The 3PM Call

Pre-call rehearsal micro-sim. In 15 minutes, design a 30-minute customer call that delivers bad news (delay, price hike, or feature kill) without burying the lede, plus a 60-minute follow-up email that becomes the surviving version inside the customer organization. Coach scores you on lead-with-the-news discipline, mitigation specificity, room-stacking avoidance, and paper-trail speed. Renewal probability moves with each decision.