I'll have the compliment sandwich

Best served with a smile!

Author

Kat Oldershaw
April 18, 2025

Hey there friends, colleagues, clients and collaborators - It’s your pal Kat, Owner + Operator of kat&co.

Back in my 9-5 days (cue Dolly Parton), luxury customer service was a required layer to every job, no matter the title. In a customer facing role you need to be an expert at timely correspondence, never showing panic when things are gong wrong behind the scenes, and keeping info in your back pocket for those times you need to pivot to plan B (and C, and D, and E).

But perhaps the most deft skill to have in your arsenal is the ability to deliver bad news in a positive way.

Enter: The Compliment Sandwich 🥪

The organization is simple -

Hello client,

Here is something positive that is happening.

Here is something negative that is happening, but this is the solution.

And finally, this is something else positive for you!

Let’s try it out!

Imagine you have a big installation next week, and your vendor just let you know that your client’s custom dining table was damaged on the way to the finish room and they need some extra time to repair it. (This has most definitely never happened to me…🫠)

Hello client,

The team is getting very excited for your installation next week, it is going to be so lovely to see it all come together!

I did want to inform you that your dining table has incurred a slight delay in the finishing process. The workshop team are doing their best to make the deadline next week, but rest assured, we are making arrangements for a temporary piece to be in place with the rest of your items during installation as a backup plan. We want to make sure the piece is exactly as you envisioned, so I will be sure to keep you posted on their progress.

Everything else we have discussed is on track, and we can’t wait for you to enjoy your new home. Almost to the finish line!

Reflection: Are there any examples that come to mind that you’ve used this technique to deliver bad news? What other scenarios can this be used (ex. team communications, phasing out partnerships, providing feedback)? What kind of sandwich would you like to be eating right now? 😉 

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Ready to schedule a call or refer someone my way?

I am truly excited to be building community around creative small businesses, entrepreneurship, and authenticity.

Until next time - We got this! ❤️ 

Love from your friend,

Kat