How to Write An Apology Letter That Works For Dissatisfied Customers
In the modern world, businesses thrive on excellent customer service. After all, happy customers are more likely to spend money again and also recommend your business to other people.
But in any business, things don’t always go according to plan. Sometimes things go wrong and a customer is left feeling dissatisfied with the service they have received. An apology letter for dissatisfied customers can help you begin the process of making things right again.
An apology letter, also called a letter of regret or a letter of apology, is a written document that expresses remorse over some action or statement and demonstrates a willingness to make amends.
An apology letter can be a good first step in resolving any issues you may have with one of your customers. It gives you an opportunity to make amends without having to meet face-to-face or talk over the phone (which could be awkward).
In this article, we'll share some tips on how you can write an apology letter for dissatisfied customers and regain their trust.
Table of content
- What to mention in an apology letter for Dissatisfied Customers
- What you shouldn't include in an apology letter
- 11 tips to write a meaningful apology for letter for dissatisfied customers
- Bottom line
What to mention in an apology letter for dissatisfied customers
There are a few things that you should always include in your apology letter for unsatisfied customers. Here are some points you can include:-
1. Details of the mistake
Acknowledge the mistake your business made. Be specific and factual about it.
2. Details of the action you’re taking to fix the mistake
Discuss the steps you’re taking to repair the damage and regain the customer’s trust.
3. Details about the customer’s experience with your business
Let the customer know that you understand the impact your mistakes had in their life.
4. Details about the customer’s feelings
Let the customer know that you empathize with them and their feelings.
5. Details about what the customer can do next
Let the customer know that they can reach out to you with any questions or concerns.
What You Should Not Include in an Apology Letter
You should not include a few things in your apology letter. Here are some examples of things to avoid when writing an apology letter:
1. Details about how your customer’s feelings don’t make sense
Avoid the urge to tell your customer that their feelings are irrational. This can come off as condescending, and it can make the situation even worse.
2. Details about your company’s methods for avoiding mistakes in the future
Be careful about including details about methods for avoiding mistakes in the future. Your customer probably doesn’t care about this—they care about what happened in their situation.
3. Details about the customer’s mistakes
Avoid detailing the customer’s mistakes unless you’re trying to make a positive apology about them. If you’re trying to make a negative apology, you can come off as defensive and combative.
4. Avoid over-promising
Don't make promises you can't keep. While you may want to do your best to correct any wrongdoings, you need to avoid making promises that you can't keep.
Over-promising may cause more harm than good because if you make promises you won't be able to fulfil, customers may never trust you again. Be sure of how much you can do and the requirements of the dissatisfied customer.
5. Avoid defending yourself or minimizing the problem
Making excuses for the problem will not make things better for your customers. An apology letter should be focused on making the customer feel better, not worse. Instead of trying to defend your business, work on proving your company's credibility by making the right moves.
11 Tips to Write a Meaningful Apology Letter for Dissatisfied Customers
When we inevitably make a mistake, it's important to apologize and make things right. A simple "I'm sorry" may not be enough to make a customer feel better.
There are a few tips that can help you write an apology letter that has real meaning. In this section, we have provided some tips to help you.
1. Be specific
Don’t try to write a general apology about “mistakes” that your business made. Be specific about which product was faulty, which service was done incorrectly, or which promise was broken.
2. Explain what happened
When things don't go wrong for a customer, they'll want to know what happened. Once you have figured out your customer’s problem, it is your responsibility to ensure that you explain the issue in your apology letter.
This can help settle customer issues and help them to understand why they should still trust your business.
Ensure you include the necessary information without trying to beat around the bush. Your goal is to rebuild trust with your customers and remind them why they can rely on you.
Here's an example of how Jetblue issued an apology letter after a poor performance.
3. Make a commitment to solving the problem
Your apology letter can show your customers that you want to fix your mistakes and improve your business. Let them know that you’re making a commitment to improving your business. For example, you can provide a clear plan of how you intend to solve the issue at hand.
When you do this, it will create a feeling of trust and it will provide transparency throughout the entire process. Apart from that, you’ll also be showing your customers that you're efficient and reliable.
4. Ask for forgiveness
Being vulnerable and showing empathy can go a long way. It shows that you care about your customer's feelings and makes them relate to your brand more naturally.
Let your customers know that you want their forgiveness and that you want to rebuild their trust in your company. Avoid apologizing or else your customers may think that your letter is insincere and unnatural.
Stick to the main point for your apology and be direct. This will help your customers see in a positive way and rebuild the relationship with them will be more possible.
5. Offer to pay for damages or inconvenience
Let your customers know that you’re willing to pay for damages or inconvenience caused by your poor performance. This can go a long way in convincing them to forgive you.
Some apology letters often come in the form of gifts, charitable donations, and discounts.
Here's an example of an apology letter from Kohl's. The company acknowledged its mistake and even offered a $25 gift for the customer’s inconvenience.
6. Offer to make things right
Let your customers know that you’d like to make things right with them. For example, if you did something that hurt their feelings, this can be a great way to repair the relationship.
7. Take responsibility
The most important thing to do while writing a letter of apology is to admit your mistake and apologize for it. The sooner you apologize, the better it is. If you’re dealing with a customer unhappy with your products or services, you should apologize immediately just like Daily Carnage did in its apology letter.
8. Respond to all points of dissatisfaction
Make sure that your apology letter addresses every issue that the customer has. If you don’t, you’re likely to leave the customer feeling dissatisfied.
9. Be direct
Be straightforward and honest in your apology letter. Don’t try to be overly formal or flowery with your words, and don’t try to sidestep any issues.
10. Acknowledge the customer’s goals
Most times, people understand that things don't always go as planned.
That's why you should be considerate when things don't work out for your customers. Try to put yourself in their shoes. Remember they have their goals and problems to solve and they rely on your business to help them achieve their needs.
If an error in your business prevented a customer from performing a task or solving a problem, acknowledge how you impacted their progress. This will show that you're sincere in your apology.
11. Ask for feedback from customers
When you send an apology letter to dissatisfied customers, it's a good idea to include an option for feedback.
By doing this, you will show that you genuinely care about your customers' feelings and you can know if they accept your apology.
Bottom line
An apology letter for dissatisfied customers is an excellent way to show your customers that you care about their feelings and want to improve your business in the future.
It is also one of the most important letters in your business because it helps you rebuild trust and loyalty with an unhappy customers so they’ll return again. Ensure you use the tips explained above to guide you as you write an apology letter to restore your relationship with your customers.
With Engage, you can send personalized messages to your customers at the right time.