Just wanted you to know we’ve been bought out by …Few people—especially customers—like unexpected change. They are paying for the service, after all. And they are promised the same process, image, and products cemented in by your brand. So what’s an employee to do? Three things: (1) Speak with them directly, person to person and not company to person. (2) Help them see how they benefit from the change. (3) Prepare them for what’s ahead so that the first blow is the only blow.
Just wanted you to know we’ve been bought out by …
When you look at your bill from now on, it will look different.
You’ll need to call Derry, New Hampshire, now since our office is moving.
Since you’re like one of our family, I wanted to tell you before you read it in the paper.
You can still visit us in our Lincoln Center store, but this branch will be closing.
We have a new Web site, so you will be getting all your information there instead of through this call center.
The bills will now be more reader friendly, and you can pay online.
Since we are expanding our product line, we will be moving to a larger building.
I know you’ll enjoy the employees who will be replacing me when I have relocated.
We’re still the same company even though our logo has changed.
You’ll get the same great service from the same employees even though our name has changed.
You’ll get even better products at lower prices now that we’ve merged.
We’re happy to announce a new partnership that will bring two leading companies together.
We want our shareholders to know that in the interests of profit and containing costs, we will be downsizing by 15 percent.
Customers can now find us in scenic …
As one of the leading providers of … we’re happy to announce …
We want all our customers to know that as of next Tuesday, …
We are pleased to let our customers know that …
Just wanted you to know you should contact Betty as of next week. My position has shifted, and I’ll be in accounts payable.
Just so you know, we’re opening a branch in Miami, so I’ll be moving there. I’ve enjoyed knowing you, and I’m sure you’ll like my replacement just as much.
Our CEO has retired, and her replacement is making major changes. As part of the reorganization, I’ve just been promoted to vice president of major accounts. You can still call me if you need anything though.
Wanted you to know, this office will be closing next month. You can still find our …
As you probably know, our company has had to lay off employees. I’ve decided to take this opportunity to return to school. Please know that I have enjoyed very much having you as a client.
Make sure the questions sound natural and conversational—whether you give them in a marketing piece, a PowerPoint presentation, or a talk. Here are some examples:
Unnatural question: Please refer to the contact status of all past-due billing under the forthcoming change.
Natural question: Whom should you contact about late bills once you’ve changed owners?
I wanted to address some questions that may come up:
Why are we closing?
What will happen to your account?
When will these changes begin happening?
Whom should I contact with questions?
Do you anticipate a buyout?
Obviously, you must answer each question immediately after you present it. If giving a presentation or holding a meeting, let the participants ask additional questions afterward.
Quick tip: Make sure you standardize the message announcing the change in your memos, phone calls, and meetings with the press. If you’re an employee, take the corporate office’s lead in positioning the changes.
Now you can visit our three bigger locations.
This decision is good news for shareholders like you.
We want to ensure that our customers get superior service, so we are …
Our focus is on quality, and with these changes …
We will be able to return to the service you remember from …
We will be able to expand our offerings, as a result …
You can go on our Web site to learn about changes.
Over the next few weeks, you can expect …
The first thing that will happen will be … Then …
While I’m not sure about details, I do know that …
According to our CEO, you won’t notice much of a difference.
We’ll still be the same company, only under different ownership.
Because our parent company is larger and more profitable, you can expect positive changes like …
Most of the changes won’t occur for another year.
Our new owners have considerable experience in …
We had a great talk with the new owners, and I know that …
Our staff may be moving, but we’re not looking for new jobs …
They are renowned in the field of …
These changes will definitely make us a stronger company by …
We’ve needed these changes for a long time. And the entire staff is happy that they happened.
Avoid heavy bureaucratic language—it sounds unfriendly and cold. Instead, use familiar words that win your customers’ trust:
Bureaucratic: In the event that questions should arise, I can be contacted at the above number until July 25.
Familiar: If you have any questions, just call me at … until July 25.
Bureaucratic: Pursuant to our discussion of May 23, from this time forward, all collectibles should be sent to …
Familiar: Send all payments to …
Bureaucratic: This company will decease in its former status as …
Familiar: We will no longer be …
Bureaucratic: The above name will heretofore be changed to …
Familiar: Our company’s new name will be …
I know you thought you could never live without us, and guess what? You don’t have to! We’re moving up the street!
Ever wonder what life would be like with two or three of us? Well, wonder no more—we’re expanding.
Our company just got married. Well, sort of. We were just incorporated into the … family.
True, we have a new name. And a new look. And even new employees roaming around. But underneath—it’s still us.