Fair would have been to inform me as soon as something changed

Corect ar fi fost sa ma informati cand se schimba ceva.

Honesty admitting your own errors addresses the customer's need for objective truth: I agree that there has been a situation when we failed to update you in due time.

3 Advantages - 1 Disadvantage answers the customer's need for fair and balanced: For us to have a realistic overview, it's important to point out what went well and what didn't. With us, you have had three main advantages: ...On the other hand, there was this one case when we failed to notify you in time.

The Strategic Compliment acknowledges the need behind the need I really appreciate your honesty and openly telling us what's bothering you.
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Onestitatea, recunoasterea propriilor erori, indeplineste nevoia clientului de adevar obiectiv: Inteleg, aveti dreptate ca au fost situatii in care noi am omis sa va informam la timp.

3 avantaje - un dezavantaj raspunde nevoi clientului de gandire echilibrata si in acelasi timp denota transparenta: Ca sa aveti dvs o imagine obiectiva, e important sa punctam ce a mers bine si ce nu. Cu noi aveti 3 avantaje principale, si anume...Pe de alta parte, a existat 1 situatie in care s-a schimbat un mod de lucru, si anume...

Complimentul strategic ofera recunoastere pentru nevoia din spatele nevoii, detensioneza pentru ca raspunde pozitiv unei situatii negative: Apreciez foarte mult asertivitatea/franchetea/onestitatea dvs., faptul ca ne spuneti deschis ce va deranjeaza.