Good news with the bad...

In your article you state "The next time you write to a customer, make it your business to help your reader feel good about your message." This is true on so many different levels. I agree with this whole heartedly. Not only should you use this tactic when writing positive messages but also when relaying negative. It goes along with our text in using buffers to ease the reader into the bad news. Any time someone is told bad news it is best to "sugar coat" the situation as best as possible. It's always nice to get some good information with every bad in life.