[spaqin]

> Communication is tricky because it isn’t just about the words, but how they land

Please mind that English is not my native language, but as I aged, I found that to be true less and less. Exact word choice does not matter as long as the intent is conveyed properly. With some leeway, maybe benefit of the doubt. And misunderstandings can be cleared up.

In this case, customers are unhappy with the decision. No amount of weaseling around with any kind of word combination is not changing the decision. Whatever tone he might have used here would not help anyone or clear up anything. There is no further misunderstanding.