Deliver Bad News Quickly

When the answer is clearly known, in most cases it should be delivered quickly.

Paraphrasing a quotation from Albert Einstein, “make decisions fast but not too fast” is a very important principle to keep in mind when an unexpected request is made.  Some requests can demand an immediate yes or no, while others require careful thought.  Providing a fast response of “we will get back to you or see what can be done” will naturally be received by the requestor as a strong indication that their request will be positively resolved.  If not, provide them with the bad news answer quickly to allow them to consider alternatives.