You are the branch manager of Rent-Me, a rental car company. Reviewing the reservations for the next day, you realized that one of the premium cars has been double-booked. Both customers are planning to pick up the car at 8:00 a.m. After checking nearby branches, you find that you could get an economy car at 10:00 a.m. or an SUV at 1:00 p.m.

To solve the problem, you call the customers. Customer 1 cannot wait until 10:00 a.m. for a car. The second customer has a number that appears to be disconnected. So you decide to give the reserved car to customer 1 and to write an e-mail, delivering the bad news, to the customer you couldn’t reach on the phone (Customer 2).


1.What is the bad news? and What business result you want to achieve?

2. How will the audience react to and feel about this news?

3. Should I provide justification and explanation? What justification and explanation should I include? Is there anything you can say to soften the bad news?

4.  Should I include an apology? Why?

5.  What else can I do to soften the bad news? What else can I do to project a positive image and maintain goodwill?

6. Write the e-mail for the customer you couldn’t reach on the phone.

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