GUIDELINES

  1. It's better to write an apology letter soon after a big mistake. If you can't take full responsibility, then you should not apologize. Don't put the blame on anyone else's shoulders, including your reader. You can win back the trust of a concerned customer by apologizing to him/her.
  2. Start your letter straight away with your apology.
  3. Explain what happened but don't excuse. Be brief at this point.
  4. Then tell about the actions you have taken (or you will take) to make things right.
  5. Tell the reader about your concern. At the same time, your letter should end with a positive statement.

SAMPLE LETTER

[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]

[Recipients Name]
[Address line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-


Dear [Recipients Name],

We thank you for informing that you did not receive the glasses from our side. I am sorry for the total delay. Since there was a strike, we were not able to get the cartons from the supplier. We did try and ship all the glasses by fast courier on Sunday; you must receive it when you get this letter. We are sorry about the incident and would keep back-up supplied from the next time. We appreciate your continued patronage.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -