A business apology letter is written to express regret for a mistake in the business circles. The main aim of the letter is to strengthen business relationships and retain clients. In the corporate world, mistakes are inevitable but how do you respond as a businessman when a fault occurs? Writing a letter becomes one of the best ways to appease your customers after a business error. The letter must highlight the circumstances that led to the blunder and the corrective actions that were taken.
Avoid making more mistakes when writing the apology letter by using a template or a sample.
How to write a business apology letter
Recount the error
In your apology letter, recount what led to the mistake. Avoid laying blame on the customer. Own the mistake and ask for forgiveness. The first step in seeking forgiveness for any wrong is to own the mistake.
Provide a solution
Besides asking for forgiveness, you need to offer a solution to the problem. You might need to provide a refund, compensation or replacement for defective goods or poor services. If possible, let the customer decide if they’ll receive as a refund or replacement for faulty goods.
Acknowledge the customer’s feelings
The customer must be mad at you for the mistake. In the letter, assure them you understand how they feel about the matter, but you’ll do all you can to solve the error and to prevent a reoccurrence.
After acknowledging your mistake, it’s high time to ask for forgiveness. The client must understand your business holds them in high esteem and the error was an accident. As you ask for forgiveness, you must state the measures you’ll put in place to avoid a repeat of the mistake.
In your apology letter, let your customer know your business doesn’t tolerate such errors, and the mistake was just an isolated case. You client must understand that you’re remorseful at what occurred to them.
How to send a business apology letter
How you sent the business apology letter conveys lots of information on how to take the matter.
You can send the apology letter via email, regular mail or courier. Apology letters send via courier bear more weight compared to email or regular mail. The client will understand that you value the business relationship and you regret the error.
The kind of the relationship that exists between the two parties will dictate the mode of sending the letter. If you’ve a causal relationship with the customer, you may opt to apologize via email.
Things to keep in mind when writing a business apology letter
- Request the customer to forgive you for the mistake
- offer a solution to the problem if possible
- Use words/ phrases that show you are sorry such as “I apologize”, “I regret”.
- Recount what transpired to show you understand the situation.
- Avoid blame games, own the mistake
- Only apologize for the mistake at hand, avoid referring to past mistakes
Bad Example of a Business Apology Letter
We appreciate your concern regarding your order number32455/19. We have re-looked at the order, and we found some goods were expired.
It’s unfortunate you never verified the goods once they arrived in your warehouse. But anyway we take responsibility for the error; we’ll replace the expired products.
In the future, always confirm the products when they arrive at your warehouse.
Good Example of a Business Apology Letter
We thank you for letting us know an error in your order no. 32455/19. We’re genuinely sorry for sending expired goods in that order. We understand how disappointed you’re and we apologize for the inconvenience.
When packaging our client goods, we always take caution to make sure we deliver the best to our customers; unfortunately, it seems our staff didn’t follow our packaging and dispatch guidelines. As a company, we take entire responsibility for the error.
We’ve shipped another consignment of goods to replace the expired ones. You’ll receive these goods in the next five days. Kindly, return the expired products via our courier once you receive the new batch.
The management has instituted measures to make sure such a mistake will not recur. Also, the staff in the warehouse will undergo retraining, and we’ve assigned two more supervisors to the department.
Once again we’re sorry for the inconvenience caused and thanks for bringing the error to our attention.
Types of business apology letter
Business apology letter for inconvenience
- The nature of the inconvenience
- A sincere apology
- Corrective action taken
Business apology letter for mistake
- The mistake at hand
- Regret for the mistake
- How you’ll prevent a reoccurrence
Business apology letter for miscommunication
- A brief account of the miscommunication
- What you meant
- An apology for the miscommunication
- A promise the error will not recur
Apology letter to an unsatisfied customer
- A true apology
- Measures adopted to correct the error
- A commitment not to repeat the mistake
Apology letter to a customer for poor service
- Regret for the mistake
- Corrective action in place
- How you’ll make sure a repeat of the same doesn’t occur
Apology letter to a client for a delay in service
- Reasons for the delay
- A genuine apology
- What you’ll do to avoid a reoccurrence