How to Write an Apology Email

How to Write an Apology Email

Whenyourbusinessmakesamistake,youneedtoactquickly。

Asincereapologyemailcanoftenhelptofixthedamage。

Butthestakesarehigh。

Usethewrongwordsinyourapologyemail,andyoumightangeryouraudience。

Toavoiddisasterslikethis,wegatheredgreatexamplesofapologyemails。

Considerthisthehalloffameofemailmistakes。

Usethemasaguideifyoueverneedtosendaheartfelt—orevenhumorous—apology。

Whenshouldyousendanapologyemail?

Beforesendinganapologyemail,evaluatewhetherthesituationcallsforit。

Askyourselftwoquestions:

WouldsubscribersbeinconveniencedorconfusedifIdon’tsendanapology?

DidI(ormybusiness)offendorupsetmyaudiencebydoingsomethingwrong?

Ifyourespondwitha“yes”toeitherquestion,youshouldsendanapologyemail。

Differentmistakesrequiredifferentresponses。

Hereareexamplesofapologyemailsforsomeofthemostcommonmistakesbusinessesmake。

Incorrectinfo,brokenlinks,andtypos

Ifyouforgettocarefullyreviewandtestyouremails,youmightendupsendinganemailwithbrokenlinksortypos。

Ithappensquiteabit。

(Protip:Testyouremailsbeforeyousendthem。

)

Related:3WaystoTestYourEmailsbeforeHitting‘Send’

Ifyoudidthis,sendanemailtogivepeoplethecorrectinformationandtoapologizeforthemistake。

BuzzFeedsentanewsletterwiththewronglink。

Theyquicklysentanapologyemailwiththerightlinkandalightheartedexplanation。

Accidentalemailsends

Ifyouhitsendtooearlyordeliveranemailyounevermeanttosend,keepcalmandsendanapology。

Iftheemailyouaccidentallysentisfunny(Let’ssayitcontainsnothingbutacat。

),youcanevenmakeyourapologyhumorous,likeFab’spurrfectemailbelow。

Missinginformationordetails

Forgottoincludeimportantinformationordetailsinyouremail?

Sendafollowupemailtocorrectyourmistake。

NoticehowReallyGoodEmailsapologizesforsendinganotheremailinthesamedayandsharestheinformationtheyforgot。

Techissues

Technologydoesntalwayswork。

Ifyourwebsitegoesdownoryouredealingwithanothertechissuethataffectsyouraudience,emailthemtoapologizeandgiveanupdateonwhatshappening。

JoannaWiebe,founderofCopyHackers,sentanapologyemailafterherwebinarplatformfailedtoworkduringherpresentationonapologyemails。

(Ithinkshejinxedherself。

)

Brokenproductsorpoorservice

Abadexperiencewithyourcompanycandestroyyourrelationshipwithacustomerandleadtonegativereviewsofyourproductorservice。

Ifalargegroupofcustomershaveabadexperiencebecauseyoudeliveredapoorproductorservice,thenegativeimpactismagnified。

Butyoucansendanapologyemailtohelpalleviatethedamage。

Afterdeliveringdefectiveproductstotheircustomers,PassionPlanneremailedtheiraudienceanapologyandanofferforafullrefund。

Seriousmistakes

Ifyou’vemadeaseriousmistake,ownit。

Noexcuses。

Apologizeandexplainhowyou’readdressingtheissuesoitdoesn’thappenagain。

CheckouttheapologyemailAirBnbsentforaseriousmistakebelow。

Howtowriteanapologyemailsubjectline

Notsurewhattowriteinyoursubjectlines?

Tryoneofthesetips。

Bedirect。

Explainexactlywhathappenedandwhatyouredoingaboutit。

Example:PassionPlanner

Subjectline:TroublewithEco?

WeHearYourConcerns。

Mentionyourmistake。

Beclearaboutthemistakeyoumaderightinyoursubjectline。

Example:ReallyGoodEmails

Subjectline:Weforgotsomestufferoo

Behuman。

Everybodymakesmistakes。

Aslongasyouhaven’tmadeaseriousone,useahumantone,likeBuzzfeed,andmaybeevenaddanemoji。

Example:BuzzFeed

Subjectline:Letstrythisagain?

Related:YourGuidetoWritingtheWorldsBestEmailSubjectLines

Ownyourmistakes。

It’smuchbetterforyourbrandtoapologizethantosaynothingwhenamistakehappens。

Plus,it’stherightthingtodo。

Needhelpwritingotheremails?

DownloadourfreeWhattoWriteinYourEmailsguide。

Itincludes45+fill-in-the-blankemailtemplates。

AWeberisanemailmarketingplatformthatallows100,000+smallbusinessesandentrepreneurstocreateandsendemailspeoplelove。

LearnmoreaboutwhatAWebercandoforyoursmallbusiness。

AdditionalreportingbyAmandaGagnon


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