In businesses, it is impossible to meet your client’s expectations all the time. There are instances wherein your poor service is given. This causes inconvenience to them. An employee isn’t very attentive, a package was delivered late, or many other reasons. But there will always come a time that a company has to apologize for poor or inadequate service sooner or later.

The secret to winning back your unsatisfied customer is to apologize sincerely. Remember that your success depends on our customers’ satisfaction. Once you lose their trust, you might as well lose everybody’s trust. So be sincere with your apology and admit your mistake. Before you send your customer an apology letter, give them a call or better yet, talk to them personally. The letter only serves as a follow-up for another conversation.

The letter shouldn’t be lengthy. However, it must be concise and have included all the necessary details. Never defend yourself. But instead of focusing on the problem, concentrate more on the measures being done to resolve the issue. Offer them some compensation to make up for the unmet expectation. And lastly, assure them that it will never happen again. Tell your customer that you are looking forward to serving them again in the future. Below is an example letter on how to apologize for poor or inadequate service.

SAMPLE LETTER

Ms. Jenna Watson
9809 Dewdrop Circle
Unit 54
London, Phoenix 07482

Dear Ms. Watson,

Good day, Ma’am! We would like to express our sincerest apology regarding the problems that you have been encountering with your internet plan connection.

We deeply apologize that your internet speed is slow these past few weeks. Our site is in the middle of construction due to the damage brought by last month’s storm. To compensate for this issue, we will not charge your bill for the next two months. We are doing the necessary steps on solving this problem. We hope that you understand as well. But we assure you that once the construction is over; your internet will be back to its normal speed.

It is our pleasure to serve you. And we are looking forward to serving you in the future. If you have any other concerns that you would like to address, please feel free to call me at 232-789-0907. We would be more than willing to serve you. Thank you very much and have a nice day.

Sincerely,

Matthew Ricks
Branch Manager, Web Connect Corporation