Damage Control for Disappointed Customers: No Payroll Checks

Trenton Hughes, a printing company sales manager, must tell one of his clients that the payroll checks his company ordered are not going to be ready by the date Hughes had promised. The printing com- pany's job scheduler overlooked the job and didn't get the checks into production in time to meet the deadline. As a result, Hughes' client, a major insurance company, is going to miss its pay run.

Hughes meets with internal department heads. They decide on the following plan to remedy the situation: (a) move the check order to the front of the production line; (b) make up for the late production date by shipping some of the checks-enough to meet their client's immediate payroll needs-by air freight; (c) deliver the remaining checks by truck.33 Your Task. Form groups of three to four students. Discuss the fol- lowing issues about how to present the bad news to Jessica Dyhala, Hughes' contact person at the insurance company.

a. Should Hughes call Dyhala directly or delegate the task to his assistant?

b. When should Dyhala be informed of the problem?

c. What is the best procedure for delivering the bad news?

d. What follow-up would you recommend to Hughes?

Be prepared to share your group's responses during a class discussion. Your instructor may ask two students to role-play the presentation of the bad news.