Stay Positive

When conveying bad news, avoid such words as “mistake”, “problem”, “unfortunately”, “impossible”, and discuss what can be done rather than what cannot be done.  Instead of saying, “I’m so sorry that we cannot honor your special request for delivery on Thursday”, say, “As initially promised, you will receive your order first thing Friday morning.”

So what?

The assumption is that you reached your decision by analyzing all the relevant information and that the decision is a reasonable one.  If you can realistically assume that if the reader were faced with the same options and had the same information available, he or she would act in a similar way, there is no reason to apologize for any reasonable business decision.