You are a lettings administrator at an estate agency. On Monday you
emailed a tenant confirming that a contractor would attend on Thursday
morning to fix her broken boiler, and she has booked the morning off
work. On Wednesday afternoon the contractor tells you he cannot come
until Monday. The tenant has no hot water. Your branch manager is out on
viewings until tomorrow. Which response below would be most effective,
and which would be least effective?
Show the answer
Most effective: A. Ring the tenant today, apologise, tell her the contractor cannot come before Monday, and ask whether she wants Monday booked or would rather you look into what else can be arranged.
Least effective: C. Leave the Thursday appointment in place and wait to see whether the contractor manages to fit her in after all, since telling her now would only worry her if he does turn up.
B: Delays the message: it reaches her in time but withholds the two facts she needs to act on, the four extra days without hot water and the Monday date you already have, so she cannot decide about her booked morning off.
C: Hides the problem / silent deadline slip: she has taken a morning off for a visit you know is not happening. Staying silent for the chance of being proved right costs her a day's leave and every option to plan. That is concealment, not optimism.
D: Over-promises: you have no second contractor lined up and no authority from your manager to appoint one, so the call replaces a firm bad fact with a commitment you may not be able to keep.
The most effective response is to ring the tenant today, apologise, tell
her the contractor cannot come before Monday, and ask what she wants to
do: she has a morning of booked leave riding on Thursday, so the news has
to reach her today, in full, with the Monday date and a choice about what
happens next. It beats emailing that the appointment is being rearranged,
because a vague rearrangement withholds the two things she needs, how long
she will be without hot water and the date you already hold, and leaves
her unable to decide about her leave. It beats offering to find a
different contractor for Thursday, because promising a replacement you
have not found, and cannot authorise, risks a second broken commitment on
top of the first. The least effective response is leaving the Thursday
appointment in place to see whether he turns up: it is the only response
where she takes a morning off for an appointment you already know will not
happen, and it trades her time for the chance that the problem solves
itself. That is worse than the vague email, which at least tells her
something in time, and worse than promising a replacement, whose fault is
trying too hard on her behalf. The principle: when a commitment you made
is going to break, tell the person it affects while they can still act on
it, and tell them what you actually know.