Problem
You have been working with a client to design an office suite for her cosmetics business. She has been working out of the home and has become successful enough to take her business to the next level.
You have ordered some very nice pieces of furniture for her office that were quite expensive and cannot be returned. However, two pieces are back ordered. You have also completed some of the initial work, the carpets are down, and the walls painted. Of the $30,000 budget, $20,000 is spent. That $20,000 includes the high-end office furniture on order and back order. The remaining $10,000 was to be spent on similar high- end furniture for the reception area.
You are in the final stages of these choices when you get the following message from the client:
Client: I am so sorry, but I just can't afford to have you finish the job. My largest wholesaler just went out of business, and I don't know what to do. That was my biggest client, so I am not sure if I can afford to expand. I wish you had never talked me into all of that high-end furniture. I have a meeting with the firm that bought out my wholesaler next week. I don't know how that is going to turn out, but for now I want to return the furniture and get my money back. I am really freaking out here and need you to get me out of this!
Write up a sample email that you could send as a response. Make sure that you include the key steps of identifying the actual problem and active listening in your response.