Bad news happens and has to be delivered to your customers and clients in a certain way.  Listen in as Nancy & Rick make recommendations of just HOW to do it.  Nancy recommends "be direct and straight to the point", don't be crazy and abrupt "but throw them a bone will allow you to save face" Rick adds.  Stick to the facts.  When you embellish you lose credibility and trust.  "Let them vent'  Nancy says and don't interrupt.  The big nugget of the show is that you have to own it and Rick and Nancy d