Just when some of us were worried about getting a train home because of a possible strike, I spotted this notice by one of the escalators at Waterloo station. It made me laugh.
Whereas it could simply have said “Out of order”, someone had taken the trouble to write a specific, helpful notice. It suggested that something was being done to solve the problem.
What’s more, he/she had taken the mickey out of a horrible word so often used in response to customer complaints. “We have escalated your concerns …”
The notice worked. Instead of getting cross, I happily walked a few yards to find an escalator that did escalate.
Carefully chosen words can take the sting out of unpleasant news.
I will help you choose the best words for your purpose. Do contact me if you’re having difficulty with your words.