I'm Sorry, So Sorry

January 19 2016,

-Written by Steve Welch-

Image of a GHS Labels.

In today’s fast-paced world there are times when things spin out of our control. At this time we may find ourselves letting our customers down. Sometimes it may be out of our control, but we should never lose track of how our customers feel. Always try to listen to their concerns and try to resolve their issues. Make them feel as if they belong to your family or friends, and find out a little bit of personal information about them. This will make them think of you the next time they make a call. In my personal experience when a situation got way out of control and I was in fear of losing an account I always thought an apology letter was appropriate. I think they are important even when you don’t feel as if the situation was your fault. There are only a few points in writing an apology letter. Never write one when you are angry always wait till you have a clear head. Try to evaluate the situation and think about how your customers feel. Be sincere and take responsibility for your actions. Below is a sample of one that I wrote.

Apology Letter

Words cannot express how truly sorry we are for the anxiety, frustration, and inconvenience we have caused you. This is especially saddening because we have always prided ourselves on great customer service and we know we failed to deliver on this.

We are committed to you, our valued customer and are taking steps to regain your confidence. We are continually training our people to better serve you. You deserve a lot better from us, and nothing is more important than regaining your trust. All of us here hope you will give us the opportunity to welcome you back and provide you with the quality service you have come to expect from us.

Sincerely,
Steve Welch