Gail Hamilton, author of 25 books, is an experienced copywriter who knows just how challenging finding the right words can be. To help everyone, including marketers, write more persuasively, she has provided huge pools of proven-effective, highly targeted language, in thesaurus form, in her latest works, The Marketing Phrase Book, The Fundraiser’s Phrase Book and 1001 Ways to Say Thank You, which also contains sections dealing with apology and condolence.
http://www.hamilhouse.com
One of the greatest strengths is the ability to say, “I’m sorry”. A frank apology when you are in the wrong is one of your most precious tools in maintaining valued relationships in business or in personal life. These simple steps will help you mend fences.
1. Don’t put it off.
As soon as you realize you’ve erred, start making it right. The longer you wait, the tougher it is to step up. And what a relief to shed guilt and get back to normal friendship.
2. Begin with an apology for the action at fault.
“Please accept my sincere apology for the late delivery of your order.”
“I want to tell you how deeply I regret my dog’s misbehaviour.”
“I’m so sorry for letting you down when you were counting on me to pick up the club speaker from the train.”
3. Acknowledge the distress or inconvenience the situation may have caused.
“I understand how distressed you must have felt when the tent you had been counting on failed to show up in time for your camping trip.”
“What a shock it must have been to see the damage my terrier, Toodles, did to your cherished tulip beds.“
“How frustrated and embarrassed you must have been at keeping the club members waiting a whole hour before the speaker finally arrived.”
4. State what amends you plan to make and finish by repeating your apology.
“To make amends, our store is providing a deluxe model of the tent at no extra charge. I hope you will overlook the error and consider us again when you next need camping equipment.”
“Although nothing can bring back this spring’s tulips, please allow me to buy replacement bulbs for all the beds along the front of your house. I will make sure Toodles is confined to our yard in future and hope you will eventually pardon us both.”
“I have apologized personally to Ms. Arkle, the speaker. I also wish to apologize to all the club members at the next meeting and to offer my services to do meeting set up and clean up for the next three months. Once again, I hope you will forgive my unfortunate mistake.”
Your apology, verbal or written, will give you the satisfaction of smoothing ruffled feelings and restoring damaged relationships to health.
Copyright Gail Hamilton 2009
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