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[Name], I have an update for you and I'm going to be direct about it: [The Bad News — e.g. the part is backordered for another two weeks / the refund has been declined by the payment processor / the technician slot isn't available until Month].
I know that's not what you wanted to hear, and I'm not going to sugarcoat it.
The reason for this is [Brief, honest explanation — one sentence]. I can't promise a workaround on that specific issue, but here's what I can control: the path forward.
I've identified two options for you:
Option A is [First Alternative — describe it clearly, including any trade-offs].
Option B is [Second Alternative — describe it clearly, including any trade-offs].
Neither of these is a perfect solution, but one of them is going to be the least-bad path forward for your situation. Which sounds more workable for you?
[Let them decide. Don't push one over the other.]
[Once they've chosen:]
Okay — I'm going to prioritise [Their Choice] right now while I have you on the line, so you don't have to follow up on this.
[Action + confirmation.]
I've added a full note to your account. If anything changes on our end, you'll hear from us before your [New Date or Milestone] — you won't be chasing us.
