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Sarcandra Posted 15 years ago
Business & Finance
Apologizing to a client
Hi,
May I have your opinion on the wisdom of saying sorry to a client, whether by email or other modes of communication?
When a delivery is delayed or a client finds a mistake on our part, my instinct is to say "We're sorry about that. This is what happened" or something similar. But my colleagues tell me never to explicitly apologize to a client. Recommended wordings are "We regret to say that" or "Unfortunately," but not "We're sorry" or "Apologies for the mistake." Are they right?
I do expect the gravity of the shortcoming, as well as culture, to affect how we think we should express ourselves. It just seems rude to me to not apologize when we're clearly in the wrong.
Thanks for your help.
Regards,
Grace
May I have your opinion on the wisdom of saying sorry to a client, whether by email or other modes of communication?
When a delivery is delayed or a client finds a mistake on our part, my instinct is to say "We're sorry about that. This is what happened" or something similar. But my colleagues tell me never to explicitly apologize to a client. Recommended wordings are "We regret to say that" or "Unfortunately," but not "We're sorry" or "Apologies for the mistake." Are they right?
I do expect the gravity of the shortcoming, as well as culture, to affect how we think we should express ourselves. It just seems rude to me to not apologize when we're clearly in the wrong.
Thanks for your help.
Regards,
Grace
Top answer
No, Grace, I don't think they are right at all. You have a very good attitude about such unfortunate failures. ' is much more effective than a stilted, impersonal response.
- No, Grace, I don't think they are right at all.
- You have a very good attitude about such unfortunate failures.
- ' is much more effective than a stilted, impersonal response.
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2 Answers
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No, Grace, I don't think they are right at all. You have a very good attitude about such unfortunate failures. A simple 'We are sorry about..' is much more effective than a stilted, impersonal response.
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Thanks for the advice and encouragement, Mr. Micawber. I'll stick to that then. Have a great day.
Grace/Sarcandra
Grace/Sarcandra
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