The Importance of Being Up-Front

Parents do it, teachers do it, employers do it -- even politicians do it (sometimes). At one time or other, almost everyone has had to deliver bad news. The manner in which businesses tell their suppliers, customers, or employees that something has gone wrong can either kill a relationship or actually make it stronger, according to New York-based sales consultant Dave Stein, author of How Winners Sell.

Smart Answers columnist Karen E. Klein recently spoke with Stein about how small-business owners can dole out bad news without losing their livelihood. Edited excerpts of their conversation follow.