How to reply.
WHAT A GOOD RESPONSE DOES
Acknowledges what they reported States what you found States what you did or will do States what they must do, if anything States when they will hear next
WHAT TO AVOID
Technical explanation they did not ask for Jargon Blame Long responses
LENGTH
Short. Most clients want the answer, not the reasoning.
WHAT TO LEAD WITH
The answer or the status.
Not a recap of their message.
FOR BAD NEWS
State it plainly and early, then what you will do.
Not buried after paragraphs of explanation.
FOR SOMETHING THAT IS THEIR FAULT
Do not say so.
State what happened and what fixes it.
WHAT TO INCLUDE WHEN THEY MUST ACT
Precise steps, numbered.
Not a description of what to achieve.
WHAT TO END WITH
Whether anything is outstanding, and what happens next.
WHAT TO CHECK BEFORE SENDING
That it answers what they actually asked.
