GUIDELINES
- In the case of error that affects many people or a customer complains about a mistake then it's better to give an explanation. In this letter, you need to explain why the error occurred. Apologize for it, if it's appropriate. Provide details but don't make it lengthy.
- Give an explanation of how the error occurred.
- Tell the reader how you will rectify the situation.
- You should apologize if it's important. Offer an indemnity of some sort if it's appropriate.
SAMPLE LETTER
[Address line]
[State, ZIP Code]
[Letter Date]
[Address line]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],
We would like to say sorry for the error made on your order. We unintentionally sent you a queen-size bed sheet instead of your original order of a king-size fitted sheet. Upon realizing our mistake, I right away arranged for the correct order to be shipped to you. It will reach your office seven days from today, April 30. Kindly send back the queen-size bed sheet to us using the enclosed pouch with our address on it. As our way of making up for this inconvenience, we have also included a discount coupon. Thank you for bearing with us.
Sincerely,
[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Sample letter explaining wrong order of bedsheet dispatched.
Further things to consider when writing error letters to clients
Error Letters
Error letters are letters written to point out mistakes that someone has made and try to correct them. Some mistakes are more serious and bigger than others, and some even have financial repercussions. However, acknowledging and trying to fix them shows the recipient that he/she can trust you, even if the mistakes made suggested otherwise. It does not matter if it is a misprint in coupon discounts, a billing error, an error in newspaper listing, or an invoice error. Drafting an error letter will help make things right again and improve the chances of maintaining the relationship you had with the recipient.
Error letters are simply a means to acknowledge that an error was made. Therefore, they should be written as soon as possible after the incident. Start the letter by clearly pointing out the error. Give details on how you plan to rectify the error. Maintain a considerate and respectful tone because you probably have caused some inconvenience. Explain how the error occurred and apologize if necessary. If the error was made by the recipient, point out the error and request him/her to correct it. Close the letter with a positive note that helps to build confidence.
Letters to Clients
Letters to clients are letters a person or organization writes to other people and/or organizations that benefit from the senders' products or professional services. These could be welcome letters to welcome the clients to the organization, introduction letters to introduce a product or service to the clients, or thank-you letters to appreciate clients for their continued support. They could also be response letters to respond to clients' queries or inform letters to notify the clients of important matters like discounts on products and services, relocation of offices, etc. Basically, a letter to a client can be just about anything, as long as whatever you are communicating is business-related.
Letters to clients are business letters, and therefore, they should be formal and professional. Start the letter with a proper salutation. Clearly state the purpose of your letter. If a client is required to take a certain urgent action, make sure to specify exactly what he/she is supposed to do. Be brief and straightforward and avoid adding irrelevant details. Close the letter by warmly inviting the recipient to respond or to take the necessary action. Sign the letter and provide your contact details. Print the letter on the company's letterhead.
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