Error letters – Tutorial

 

 

As with most letters of apology for errors, a prompt response can often repair the resulting damage before it escalates out of control. A company’s reputation with its customers is the most important aspect of any successful business operation because a company simply isn’t a business at all if it has no customers.

You can’t please all customers all of the time and it’s inevitable that even the most successful of businesses aren’t always going to get things completely right 100% of the time. You cannot, however, ignore any complaints, even the strangest ones.

A business apology letter should come from somebody who is accepting responsibility personally but apologizing on behalf of the company. Even though they may not have been ‘personally’ responsible for the error, it is better that the sender of the letter takes full responsibility “onto their shoulders”. If you have an explanation for the error, you should state it and also offer to make some kind of gesture to help put things right.

Useful tips if you have made an error
  • If you have made an error, write your letter as soon as possible after the unfortunate incident. Focus on actions you will take or have taken to correct the situation.  Make a promise of compensation.
  • The tone of your letter should be very considerate and respectful because you have probably caused some inconvenience.
  • Words such as "oversight" and "error" help keep the mistake a minor issue.
  • When writing this letter, be concise and polite.
  • Don't apologize unless you plan to take full responsibility, and don't blame anyone.
  • Do not blame your reader.
Study the following sample of apology for an error

SAMPLE

Dear (name), After some investigation, I believe that we have found the source of the problem that led us to our misunderstanding on (date). When we received your purchase order for (quantity product), we were unable to fill the order for immediate delivery due to (explanation for delay in delivery).

Our letter informing you of this delay and requesting your instructions was mailed to you on (date) We did not receive a reply and proceeded to send a follow-up letter to you on (date) We have been able to make delivery to you since the (date) but felt that since you had emphasized "for immediate delivery" on your purchase order, we should wait for your authorization before shipping. I can easily understand why you were so upset with us (day) if no one made you aware of our correspondence. We have always appreciated having you as a customer and hope that we can continue to provide you with our products in the future.

Sincerely,

(name)