The table below shows you exactly what elements of a perfect apology were
woven into the well crafted message.
||Dear "Company A",
|Give a detailed account
of the situation.
||We are very sorry that
the shipment of goods (Purchase Order No.) that you received on
(Specific Date) was defective.
|Acknowledge the hurt or
||We understand your
disappointment and appreciate the inconvenience this must have
caused your organization and the logistics problems that ensued.
||There is no question
that the product we shipped did not meet the very high standards our
customers have come to expect and should continue to demand.
|Recognize your role or
the company's in the situation.
||In our effort to
improve the overall quality of our products, we used a new composite
material for your order. We have since returned to the original
recipe and can assure you that we are in the process of completing
more thorough testing and development.
|Promise that it won't
||I can promise you that
the highest quality standards will be met in the future because
protecting our reputation for delivering the best product on the
market is a key priority for us.
|Include a statement of
||Again, I apologize for
our mistake and regret any inconvenience caused as a result.
|Provide a form of
||We have already brought
in additional staff to expedite the production of a replacement
order and guarantee its delivery by the end of this week. We have
also asked our shippers to pick up the defective product prior to
delivery of the new shipment, in order to free up your warehouse
|Add, if appropriate, a
statement that lets the injured party know that you are hoping to
continue the relationship.
|We look forward to
continuing the mutually beneficial relationship that our two
companies have shared over the last two years.
|In this "business
apology letter" example we have also included a sentence that
suggests that we're willing to do whatever is necessary to correct
|If there is anything
else that we can do to minimize your inconvenience in regard to this
matter, please don't hesitate to contact us.