In business, we are often called upon to write “bad news” letters when we are declining or denying something. We could be denying a request for a refund, waiver of a penalty, an application, a proposal, or anything else that requires us to apply policies or procedures that result in a decline or denial.
Before starting my business, I worked in financial services and specialized in insurance and employee benefit plans, which often require us to write these types of letters. No matter how we write it, the recipient will not be happy. No one enjoys receiving this type of message, and nothing we do can make them happy with the news. Instead, we want to craft our letter to logically take them through the decision-making process so that they understand why no other decision could have been made. Will they be happy? No. But they will understand.