![]() ![]() It may seem obvious, but asking for forgiveness is a good way to make your apology more sincere. This is especially important if you work in a B2B company, where a small mistake by one business can have a severe knock-on effect on others. It shows that you realize that these aren’t small issues and have a ripple effect on other people. Either way, you need to face the problem head-on and let the client know that you screwed up.Īnother part of a business apology email that can help repair your reputation is explicitly acknowledging how the problem impacted the customer. When we’re talking about “you” here, it might not always be you – often it will be an apology from the company you represent, which can make things a little easier. Of course, it can be painful, but honesty and owning up will go a long way to redeem you and your company. A simple way to do this is to clarify that you understand how you (or your company) fit into the mistake, which takes us to our next point.Ī big part of a proper professional apology email is accepting responsibility for whatever went wrong. ![]() This can really help the customer feel like you are taking the problem seriously and care about how it impacts them specifically.Īs mentioned above, make sure that this is an explanation and not an excuse. With the first point in mind, it is generally good practice to offer some kind of explanation and how this led to the impact on the customer. Gordon goes into the power of apologizing in this TED talk, where he explains how saying sorry can actually amend and repair relationships. Never use phrases such as “I’m sorry, but …” because it undermines whatever else you might say. However, an apology email is not the place to do so, and if you start to list excuses or get defensive, your apology will sound contrived.Īvoid excuses, and when including an explanation for the fault, make sure it is explanatory rather than defensive. It’s natural to justify and defend what you did or didn’t do because humans just hate being wrong. First, you have to continuously remind yourself that you’re writing to say sorry, not defend yourself! It may seem obvious, but sounding sincere in an apology is more complex than you think. So, to make sure you’re able to get it right, if and when you need to apologize, let’s take a look at some of the basics of how to write an apology email. As an example you can use HubSpot AI email writer. Writing a professional apology email is no different from any other and even has some added limitations to consider. What’s more, if an apology is made poorly, it can be disastrous by looking insincere or offering the wrong resolution. First, it’s uncomfortable and puts us on the backfoot – somewhere that nobody likes to be. If you can build a company culture where apologizing and accepting an apology are normal behaviors when a mistake is made, you will improve internal team communication and reap all the benefits that come with that.Īpologizing is almost always challenging. ![]() Additionally, many of these factors are equally valid for interpersonal relationships within a company.Ĭustomer Engagement Tactics for Small Business These benefits are especially true for service companies looking to develop long-standing relationships with clients and customers. You can also download this PDF with all the examples for your own use. I believe open communication is crucial in resolving any ongoing conflicts and finding a mutually agreeable solution. I would be grateful for the opportunity to discuss the matter further, either through a phone call or a meeting, whichever is more convenient for you. Active participation in the resolution process shows your commitment to finding common ground. Express your willingness to listen, understand their perspective, and work collaboratively towards a solution. If the apology email is part of an ongoing conflict, offer to engage in further communication to find a resolution. ![]()
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