Writing a letter of apology is one of the toughest assignments in business correspondence. Since every situation is different, generalizing is difficult. Here are some points worth keeping in mind:
1. Lead with an apology. This will put your reader at ease and will make him/her feel better instantly.
2. Keep it simple. Simplicity is the key of business correspondence and letters of apology are no exception.
3. Be careful about assigning or accepting blame. Avoid defensive and argumentative tone when composing your letter. If possible, it is always better to say "We regret this problem occurred," than to say "We are sorry we caused this problem to occur."
4. Avoid legalese. Do contact your attorney if the issue calls for it, but don't make your letter sound like he/she wrote it.
5. Be sure of your facts. Hear all sides of the story before formulating your letter.
Beside technical tips, writing a good letter of apology does require a few psychological tips as well.
1. Imagine yourself in the given situation and think how it would make you feel. That's exactly how your customer feels right now.
2. Be sincere in your apology; briefly explain what happened and admit your mistake if you made it.
3. Don't negotiate and do offer some form of consideration (e.g. a discount) to make up for an error. It is not too hard to make a person feel good, and a gift is one easy way to achieve that goal.
4. Don't let the mistake happen again, embrace the opportunity for improvement.
References
http://www.lettersforbusiness.com/about-writing-letters-of-apology.htm
http://confidentwriting.com/2008/02/leap-before-you/
http://www.wordsellinc.com/blog/copywriting/about-writing-letters-of-apology/
http://www.flickr.com/photos/39645587@N00/327902492
Hahaha what a funny cartoon you included! No apologies for this article though, V. You did a great job writing and included your citations quite nicely. Thanks, and I look forward to next week!
ReplyDeletep.s - I especially like your psychological tips in this article, I think they are among some of the most effective in apology letters.
I wonder what they were apologizing for? I bet it was for the ridiculus gas prices lol. Great job writing your post, it was very imformative, clear and concise.
ReplyDeleteHeh. Another great post Viktoryia. The layout is excellent and flows nicely!
ReplyDeleteLove the picture :P
I too enjoyed your graphic, apology letters are never fun to write and although they should be taken seriously it's best not to take them too gravely. Your tips aren't coagulated or filled with jargon (see my post later today about that ;] ) I think you did awesome :)
ReplyDeleteGood post Vik, I would like to add that it also helps to be open-minded in a business situation that calls for an apology. It always helps to "see the other persons point of view" and like you said, to put yourselves in their shoes. Not only is this for business correspondance but in general.
ReplyDeleteAll the tips are great to know, if I ever am in a situation were I need to write a business apology.
ReplyDeleteI apologize for not posting my comment sooner. I saw how popular your post was in attracting your peers' attention, I only looked at the post and graded it as a 40/40.
ReplyDeleteI won't let this happen again.
(There...I followed your tips to writing that apology....lol).
I, too, thought your graphic was perfect for the post. You use of spacing and numbered list is very considerate on your reader.
This is a 40/40 post, but since I'm a PIC (Performance Improvement Consultant) in addition to your Chief Learning Officer, I need you to consider two things in your post:
1. a closing sentence focusing directly on your readers (focus on the you)
2. more VOICE...Your reader needs to hear you speak to them through those tips; otherwise, it becomes an encyclopedia entry on professional writing. Remember, you are a Busy Bee associate who is competing with so many other virtual professional writing services out there in cyberville. You need to connect with your readers so that they see you not only as an expert but as a human being to be trusted.
Thank you all, special thanks to SBS, will do!
ReplyDelete