Apology
July 29th, 2006 (Communication)
1. Write as soon as possible after the incident. Be brief, straightforward, and sincere. Admit the fault straight away, apologize, and sign off. Remember to apologize only for the specific issue.
2. Avoid trying to justify or defend the error or behavior, although in some cases, an explanation could accompany your apology. At other times, however, an explanation may weaken or invalidate your apology. This is especially true when you try to explain why you were rude. In certain cases, a brief and sincere apology (maybe with flowers) is better than any explanation.
3. When apologizing for a business problem, the goal is to right the wrong (or the perceived wrong) while turning a dissatisfied customer into one who will continue to deal happily with you. Most customers will respect an honest, generous, and tactful response.
4. Mentally put yourself in the other person’s place to determine the type of apology or other actions that would be appropriate if your positions were reversed.