It is wise and ethical to send an apology email or text message or put a call through after providing wrong information to a customer (or a potential customer). This is because letting it be unattended can have a wide range of negative effects on your firm. A simple communication skill like knowing how to apologize is vital to running a profitable business.
No company sets out to deliberately misguide a customer, except of course, in the case of corporately organized fraud. Therefore, ordinarily, replies to clients’ queries, marketing emails, company websites, and social media accounts should carry verifiable information regarding products and/or services. Therefore, it is a breach of trust to let your clients feed on what is not true.
Your response to such an error as providing wrong information to a client depends on where the error occurred. If you inadvertently supplied a wrong piece of information on your website or blog, you can easily pull that down and apologize on the platform on behalf of your company. However, the solution for a similar error committed via email is not that simple.
There are ways to avoid fallouts that may occur after providing wrong information to a client via email. It is possible you sent what you initially considered to be a flawless email as a response to an inquiry or promotion. Then you got feedback from a client which does not portray what you intended. It then dawned on you that something was wrong with the information you earlier provided in your email. The solution for these types of errors is what we are considering.
Apology Email; Response to an Inquiry
This is a situation in which a potential client sends an email to make an inquiry regarding your products or services, but receives a response that has misleading information. As a result, you now need to send an apology. It is very important to pay attention to details when responding to inquiries from potential clients. Because an apology email may not necessarily mend the bad first impression.
However, despite being thorough, you informed this potential customer that your company warehouse is located at Portsmouth, whereas, you forgot the fact that your company recently relocated the warehouse to Liverpool. The next email you received sent shock waves through your spine as you suddenly realized you wasted the time of this potential customer, who actually went to the old address and was given the right address there.
Your company may lose a major business for something like this. After getting to know that you or someone in your organization gave out wrong information in this way, you should give an immediate response; an appropriate apology email. An email that, hopefully, can repair the damage already done.
To ensure that your apology email does what you intend it to do, follow the guidelines below:
How to Write an Apology Email for Providing Wrong Information
In this section of this article, we’re going to list what you need to know to write an email apologizing for providing wrong information.
Accept Responsibility
This is a show of maturity and willingness to improve. There is no point in trying to deny or absolve yourself or your company of any fault. You need to accept that the error was from your company. Do not put the blame on a subordinate who may have been directly responsible for providing the wrong information, this will only show that you lack the capacity to lead, or that your company hires unprofessional individuals.
It’s Not Personal
Remember that the client is treating the situation as a collective fault on your company’s side. Therefore, do not take it personally. You or someone in your company created a mess, your job at this point is to fix it. Do not tactically take yourself out of the picture, rather represent the company, take the fall and win back the client through the apology email.
Show Empathy
This lets the client know that you actually do care and can connect to what he has been put through. Whether the error was from you or someone else, it is important to demonstrate empathy. Empathy also means that you will treat the customer the same way you would want to be treated if you were in his position. An apology email without empathy will not show care or concern for the recipient.
Apologize Genuinely
This is the key aspect of your apology email. It cannot be overemphasized. You need to show the customer that you are sincerely sorry for the wrong information he received via email and what he had been through as a result.
Rectify the Error
Ensure you provide the right information to the customer in the apology email you are sending. What is the point of apologizing if the earlier mistake is not corrected? If it is possible and in line with your company’s policy, you may compensate the person with a coupon or a discount on a product or service.
Remain Professional
Observe all the rules of formal email writing. Ensure your apology email is free from grammatical and typographical errors. It should be passionate and succinct. Most people would respond to an emotional appeal rather than a logical one. Simply put, show that you care, that you are concerned and that you will correct the error.
Put a Call Through
Though an apology email may have the power to achieve your set objective, following up the issue via phone call is also vital. It shows your genuine dedication to pacify and win back the (potential) client. Your phone call is mainly to buttress the points in your apology email.
Sample Email: Apology Email; Response to an Inquiry
Dear Mr Solomon, On behalf of the management of Food Star Enterprise, I apologize for the inconvenience you experienced due to the wrong information you received from us. I understand it is no easy task to drive the distance you did, worse still was that you could not achieve your goal for going through the trouble. You are very important to us. The unpleasant experience you had was not intended, however, we take full responsibility for it. Please kindly accept our deepest apologies once more. Our new warehouse is located at Middlesbrough, Tees Valley, FS2 4BX. Please feel free to contact me via this email or via the company’s customer care email, [email protected]. Here is my personal number;1642 806 300. Please kindly let me know when it would be convenient to put a call through to you to further discuss this matter. We look forward to hearing from you. Thank you for your kind understanding. Warm regards, John Huffman Head, Client Relations Food Star Enterprise
How to Write an Email Correcting a Mistake
Subject: Apologies for the Oversight - Correction Made Dear [Recipient's Name], I am writing this email to express my sincere apologies for the mistake that occurred in my previous correspondence. Upon reviewing the situation, it has come to my attention that I inadvertently provided incorrect information in my previous message. I deeply regret any confusion or inconvenience this may have caused. Rest assured, I have taken immediate action to rectify the error. The accurate information you require is as follows: [Provide corrected information]. Please accept my sincerest apologies once again. I am committed to ensuring this type of oversight does not happen in the future. If you have any further questions or concerns, please do not hesitate to reach out to me directly. Thank you for your understanding and patience. Best regards, [Your Name]
Apology Email for Sending Wrong Email
Subject: Apologies for Sending the Wrong Email Dear [Recipient's Name], I hope this email finds you well. I am writing to offer my sincere apologies for the incorrect email that was sent to you earlier today. It was an unfortunate mistake on my part, and I take full responsibility for the confusion it may have caused. Please rest assured that this was an isolated incident, and we have already taken steps to prevent such errors in the future. I understand the inconvenience it may have caused you and any frustration it may have induced. Once again, I deeply apologize for any inconvenience this may have caused. If there is anything I can do to rectify the situation or provide any further clarification, please do not hesitate to let me know. Thank you for your understanding and patience. Sincerely, [Your Name] [Your Title/Position] [Company/Organization Name]
Apology Email to Customer for Wrong Information
Subject: Apologies for Providing Incorrect Information Dear [Customer's Name], I hope this email finds you well. I am writing to offer my sincere apologies for providing you with incorrect information in our previous communication. It was an oversight on my part, and I deeply regret any confusion or inconvenience it may have caused you. We strive to provide accurate and reliable information to our valued customers, and I understand the frustration this may have caused you. Rest assured that we have taken immediate action to correct the mistake and prevent such errors in the future. Please accept my sincerest apologies for any inconvenience this may have caused. If there is anything I can do to rectify the situation or provide you with the correct information, please do not hesitate to let me know. Thank you for your understanding and patience. Sincerely, [Your Name] [Your Title/Position] [Company/Organization Name]
Sample Email: Apology Email; Error in a Proposal
Dear Mr Washington, Hope this email meets you well? I will like to draw your attention to an error made in the proposal I sent earlier. Please kindly note that the rate for the beef supply on the document was wrong. I noticed it after I reworked the math. On behalf of Food Star Enterprise, I sincerely apologize for this mistake. You mentioned that you have presented the organization’s budget to the board when we spoke last week. We are deeply sorry for the inconvenience we have caused you. I have attached the corrected proposal to this email. Please let me know when I can call you and possibly fix a meeting to further discuss this issue. Please accept our apologies once again. Thank you. Regards, Monica Santana Ag Head, Business Development Food Star Enterprise
Conclusion
In today’s fast-paced digital world, sending the wrong email or providing incorrect information can happen to anyone. However, it’s how we handle these mistakes that truly matters. Offering prompt and sincere apologies, taking responsibility, and implementing preventive measures are key in maintaining customer trust. By acknowledging errors and showing a commitment to rectify them, we can rebuild relationships, foster understanding, and reinforce our dedication to customer satisfaction. Remember, a well-crafted apology email can go a long way in turning a negative experience into a positive one.
