- 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.
- Start your letter straight away with your apology.
- Explain what happened but don't excuse. Be brief at this point.
- Then tell about the actions you have taken (or you will take) to make things right.
- Tell the reader about your concern. At the same time, your letter should end with a positive statement.
[State, ZIP Code]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],
I apologize that you did not receive the package as expected. We have been getting an enormous amount of orders, and it has been a terrible time to service them with equal priority every time. Therefore, the delay occurred. To reduce such instances, we have started roping in new staff. I apologize again for the inconveniences it might have caused you, and look forward to your continued patronage.
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Sample letter apologizing for a shipping delay.
Further things to consider when writing apology letters to customers
Apology letters are letters written to express regret towards a past occurrence or action. Simply put, apology letters are a way of putting down in words how you feel about a negative action and trying to make a positive impact on it. A great apology letter can repair your reputation and strengthen your connections. It might be that you have wronged a client or a customer, a professional situation in the workplace has not turned out as you expected, or you have done something terrible to your friend. You want to say sorry about these situations and salvage your relationship, so an apology letter is the greatest way to do this.
Apology letters should be written and sent immediately after the mistake has happened to show that you truly value your relationship with the other person. Begin the letter by stating how sorry you are, admit that you made a mistake, and take responsibility. Try to solve the issue and give suggestions on how you are going to do this. Assure the other party that the incident will not happen again in the future. Apologize again to the end and close the letter with a positive note.
Letters to Customers
Letters to customers are letters written by businesses to people or organizations who buy goods and services from these businesses. These letters can be addressed to specific customers or to all customers, depending on the issue. If you own a business, there are many times you may find it necessary to write to your customers. For example, you may want to send apology letters for billing errors, collection letters to those who owe you money, follow-up letters after initial customers' visits, marketing letters to promote conference events, etc. Constantly writing to your customers is essential as it makes the customers feel valued and strengthens the company-customer relationship.
All letters to customers are formal. Therefore you should maintain a professional tone. Address the customer by his/her name instead of "Dear valued customer". Thank the person for being your customer. Convey your message clearly and concisely without mixing information. Separate important information and label it with subheadings. Avoid putting off the customer with detailed terms and conditions. Instead, put these on a different page. Tell the recipient how to contact you and how to stop receiving letters. Conclude with a positive remark. Write your name and hand sign the letter.