Bad news doesn’t have to break trust—it can build it. Discover how to transform dreaded client conversations into relationship-strengthening moments with a battle-tested 5-step framework.

From ripping off the band-aid (without bleeding out) to turning venting sessions into loyalty builders, learn why your response matters more than the mistake itself.

Highlights
(Key insights with timestamps)

• (0:00 ) The Trust Test: Why avoiding bad news destroys relationships faster than the news itself.
• (1:32 ) Flip the Script: Clients don’t expect perfection—they demand transparency and accountability.
• (2:35 ) The 5-Step Rescue Plan:

1. Prepare: Ditch your feelings—focus on their impact (not your nerves).
2. Be Direct: "Rip the band-aid" with empathy → facts → context (no sugarcoating!).
3. Solution First: Bad news + no plan = trust killer. Always lead with fixes.
4. Listen Deeply: Let clients vent (interruptions = death).
5. Follow Up: That "we’re fine" email? It’s a trap. Re-engage within 48 hours.

• (7:12 ) Warwick’s $20k Mistake: How emotional reactions torpedo credibility (and how to stay ice-cold).
• (9:03 ) Empathy Hacks: "I know this isn’t what you hoped for" + "Here’s exactly what we’re doing."

Your Next Steps
(Turn panic into partnership)

1. Prep your next "ouch" talk: Use the 5-step framework (jot key points + rehearse!).
2. Swap "I" for "we": Reframe one message as a shared challenge (e.g., "Here’s how we get back on track").
3. Schedule follow-ups: Lock in post-bad-news check-ins to make sure the anything unsaid gets said.
4. Debrief yourself: After tough convos, ask: "What would I do differently next time?"

Resources

• Book: Difficult Conversations by Stone/Patton/Heen (Master the emotional layers)

Turn Crisis into Credibility!

• Level up your tough talks: Join The KAM Club for live role-plays, scripts, and peer support.
• Share your win: Tag Warwick on LinkedIn (@warwickabrown) with your best "bad news turned breakthrough" story!

Bad news is inevitable—broken trust isn’t. Deliver with courage, not cringe. 🔥🗣️