Honesty is always, always the best way to go. If Tom had simply stated, "look, we are having problems and growing pains. We have alot of claims and just can't afford to do this anymore until we straighten things out. We think the change will help us contain costs as well as hopefully fill in some holes in the coverage. We'll commit to reviewing this again in a year if our situation improves. We are sorry if any of you are disappointed."
Had he gone this way, I think alot of the vitriol would have been avoided, and perhaps accepted by the customers. Instead he was an arrogant prig who thinks we're all gullible idiots.
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