How to write a sincere apology letter to a customer

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A proper apology

mostly contains three parts

1. I did something wrong.

2. I feel very bad that it affects you.

3. How can I make up for it and make things better?

The above three elements of apology can be applied to everything from "causing the other party inconvenience" to "complaints and claims for goods". Here are two international business letters compiled, I hope they can help you.

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Case 1: Apology for failure to respond in time

Sorry for the delay but we are working at full speed to get the project started and I have been very busy.

We are also setting up the new company. Unfortunately in here we are full of laws and burucracy so the times are getting longer especially in this post-COVID period, since the notary is taking us longer than expected but we would like to proceed immediately to the order of the demo for you.

We would be oriented towards the purchase of X908. Send me all the necessary data and the procedure to place the order of the demo.

Thanks for your precious and indispensable collaboration

Translation: Sorry for the delay in replying, because we are fully developing new projects, so I have been very busy.

We are also setting up new companies. Unfortunately, we have a lot of red tape, so the time is getting longer and longer, especially in this post-pandemic period. Notarization took us longer than expected, but because we want to work with you, we want to start placing orders immediately.

Our goal is to buy X908. Please send me all necessary information and procedures so we can place a sample order.

Thank you for your valuable and close cooperation.

Analysis: This is an example of trade cooperation during the epidemic. The goods that this customer needs to import are relatively in short supply during the epidemic, but he did not reply to the seller’s email in time. There may be many reasons. His email also contained: "I'm sorry for the late reply and we hope to speed up the process of cooperating with you." These three meanings are more sincere than the dry sentence "Sorry for getting back to you late." This will not affect our subsequent cooperation.

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Case 2: Apology for causing inconvenience to the other party

Those rooms are not available anymore. The property has gone back to the owner, sorry about that. There are other options, please have a look at then let me know.

Should you have any questions, do not hesitate to contact me.?

Regards,

Translation:

Hello, those rooms are no longer available. The house is returned to the owner, I'm sorry. But we have other options, please take a look and let me know.

If you have any questions, please feel free to contact me.

Analysis: This is a situation encountered by a salesperson responsible for supplier development on a travel platform. At that time, because the housing management company that the cooperative house management company provided to the platform was not updated in a timely manner, the customer wanted to The house cannot be booked as scheduled.

Judging from the above apology incidents, the sincerity of the above-mentioned email apology is slightly insufficient. It only expresses the meaning of "sorry and remedies", but does not show any response to their work mistakes. out explanation.

As a platform (purchaser), our biggest worry is naturally, will they make the same mistake next time? Although this supplier's listings and prices are good, they are too uncontrollable.

People will inevitably make mistakes in business activities. You must know how to admit your mistakes and apologize, and do so from the heart. After customers feel sincerely sorry, they may continue to cooperate. Often in international business, a decent letter is like decent attire in business. You can see the inside from the outside. Standard and beautiful letter language can effectively enhance the trust of customers and is also one of the qualities of a business person.