Delivering A Business Apology LetterĪ letter of apology in business can be sent three different ways each conveying a slightly distinct (but meaningful) measure of seriousness and respect.Ī letter sent by courier or priority post, for example, conveys more importance than regular mail, and regular mail more than an email, even today.
They have great sample letters reviewed by lawyers in Microsoft Word (and other formats) available for download. TIP: If you're looking for more apology letters that you can work with right away, we like these guys. Sample Letters of Apology for BusinessĬustomer Service Apology Letter Customer service done right can turn a negative situation into increased customer loyalty. Now let's see how the breakdown works in practice with our template letters below. But, always remember that it costs much more to acquire a new customer than retain an old one. Poor service on the other hand can be more subjective so you need to evaluate the importance of the relationship to gauge any compensation you may offer. ✔ Provide a form of restitution.įor defective goods, billing errors, and other objective mishaps, do offer an immediate refund. X Don't promise it won't happen again without backing up the promise.
Let them know the steps that are being taken to ensure that a similar situation won't happen again. ✔ Ask for forgiveness, promise it won't happen againĭo let the injured party know how important they are to your business and that you don't take them for granted and value their patronage. The injured party needs to know that you regret that this happened, that it happened to them, and that the whole issue is contrary to your (and the company's) standards. Plainly state that your side was in the wrong, say you're sorry and apologize. X Don't wash over the inconvenience or implications caused by the issue and don't play down their feelings. Think through the implications for them, and validate their position and feelings. ✔ Acknowledge the damage done.ĭo acknowledge the hurt caused from the customer's point of view and that you appreciate and care about the inconveniences caused to them. For defective or damaged goods, let them know why it happened and how it's not the norm. In the case of an error, inconvenience, or some form of delay, state clearly when you can, why it occurred. ✔ Provide a detailed account of the situation.ĭo be specific about what happened. Dos & Dont's of Business ApologiesĪpologizing to customers, vendors and business partners is all about acknowledging your side was at fault and taking the necessary steps to remedy the situation while minimizing any further inconvenience for the injured party. That means that over time you'll end up with a set of sample apology letters tailored to your business that will allow you to quickly respond to similar situations in the future. In business, it simply costs much more to acquire a new customer, partner, or vendor than to retain an existing one so it's important that you get it right the first time.įinally, an added benefit with written apologies is that they can be archived and stored for future use. The #1 benefit to writing out your mea culpa is that a letter of apology, sent via regular mail or email gives you the time to choose the right words and allows you to make sure that all the 'elements' that you need to include are in place. Key Benefits to Writing Letters of Apology
A business apology based on the wrong assumption can be potentially harmful and counter-productive. TIP: Never assume the relationship is personal and friendly unless you're absolutely sure.
That's why our template letters below, which cover the most common business issues are a useful part of any customer support strategy However, in most cases, a well-crafted business apology letter (like the samples below) are more often than not the safest approach especially when the relationship is not 'personal'. The right call will always depend on your particular situation and the relationship between the parties involved.
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