How to gracefully apologize for a single customer's bad experience
Hey Disappointed Costumer,
I'm really sorry your spa experience was not what you expected.
❶ We strive to provide deep relaxation to each and every customer. Clearly something went wrong here, leading to poor experience for you.
❷ Going forward, we will be asking clients to fill out more in-depth intake forms so our massage therapists can completely understand your unique needs ahead of time.
You, together with the rest of our customers, mean the world to us - we wouldn't be where we are without you.
❸ If you would like to request a refund or a free voucher, please contact me directly at 415-888-8888 so I can work this out with you one-on-one.
With our sincerest apologies,
❶ Accept responsibility for a bad customer experience even if it was not your fault.
❷ Describe the specific steps you're taking to avoid the same issue from happening again.
❸ Put a human face on the company and let the customer contact you or someone else at the manager level.
How to apologize after a widespread issue affects your products
Dear [First Name],
❶ It's Sarah here, founder of Food2Home. I'm really sorry that for the past week, you may have received food that was different from what you ordered.
❷ We have fixed the issue and have completely revamped our code review and release process so this never happens again.
❸ We started Food2Home because we were frustrated our favorite restaurants, especially the ones outside of downtown, didn't offer takeout.
❹ Part of Food2Home's success lies in our algorithms, which constantly calculate and recalculate the most efficient delivery routes, accounting for traffic, distance between restaurants and delivery addresses. We are constantly tinkering behind the hood to deliver great food to you faster. Right now, we are working hard to roll out a predictive feature that will anticipate demand for our restaurant partners so they can start preparing ahead time and never drown in orders again.
We really let you down with our latest update - it was released too early.
❺ We really hope you give us another chance and don't give up on us. All of us here at Food2Home start our day bright and early, excited to bring you mouthwatering food and to bring consistent business to our restaurant partners.
❻ Here's a picture of us having a hands on strategy session:
My sincerest apologies again for disappointing you. We hope that you will forgive us.
❶ Sincerely apologize for the problem.
❷ Describe what you're doing to rectify the issue and how you're preventing a similar one from happening in the future.
❸ Remind your customers the biggest benefit you provide them and what inspired you to create the company.
❹ Provide some details about how you work behind the scenes to show the issue wasn't caused by a careless mistake.
❺ Express your heartfelt hope your customer stays with the company.
❻ Put a human face on your company by showing a non-staged photo of your team.
How to apologize for site downtime and make up for it by offering a discount
❶ I'm really sorry about the intermittent website downtime the past two days. We know shopping for your favorite cult brands is no fun when you have to keep your finger on the refresh button.
❷ What happened? KULT got featured in several publications around the same time.
❸ Our tech team has since added several new servers that will keep KULT online during peak load. Even if Kendall Jenner shouts us out on her Insta (girl, we're waiting ;)).
❹ To make up for this inconvenience, here's $10 off your next head-turning find:
Expires May 12
[CEO or founder email signature]
❶ Speaking as the founder or CEO of the company, apologize for the negative customer service experience.
❷ Briefly explain what caused it.
❸ Briefly explain the solution your team has implemented to prevent it from happening again. Depending on your audience, you can use a bit of humor to lighten the situation.
❹ If possible, offer a small discount off their next purchase to apologize for the inconvenience.
How to tactfully reply to someone who ranted about your company
Hi [First Name],
I'm very sorry to hear you had a negative experience.
❶ There seems to be a bit of confusion about how our art rentals work. I would love to clear that up:
Our customers agree to a monthly fee for each piece of artwork they wish to lease. If at the end of the leasing period you wish to keep the artwork, 80% of the total amount you've paid is applied toward the cost of the artwork. You would only have to cover the remaining balance.
❷ We have a dedicated customer support team here ready to help you in any way we can. In the future, you can contact us directly for a quicker response and resolution at:
❸ Thank you for your honest feedback, we appreciate each one as they really help us improve.
❶ Directly address the issue they raised and explain how the process related to their situation was meant to work.
❷ If they did not contact customer support first before commenting online, suggest they do so next time to receive a response faster. This would also pass along the idea to your audience who may be reading the exchange.
❸ Thank them to show that your company can take criticism well and learn from it.
Tired of worrying about how to get new clients?You've probably heard this before: polish your website, become a thought leader, set up ads, compete on job boards, network...What do all of these have in common? You have to wait for leads to come to you. The reality is, when we need a new client, we typically need one asap. Instead of waiting and watching the bills stack up, it's actually it's possible to proactively reach out to your ideal clients and get hired. A lot of people think cold email doesn't work because most of the best practices aren't well suited for getting new clients. So when they tried it, all they talked about was what they do, their benefits or past results. This may check a few copywriting 101 boxes but no matter how great your benefits or results are, the prospect has no clue how you'll actually be able to apply your skills and experience to help their business. The key to overcoming their skepticism? Come up with a few valuable improvement ideas related to your services tailored for your prospect's business and share this in your first email to them. This is what I call the VIU (valuable ideas upfront) approach. Now you’re not just offering them skills and experience prospects have to figure out how to put to use (they just won't reply), you’re offering them ready-to-go solutions to improve their business. Here's an example of this approach in action:
❶ I came across your comment on Product Hunt about LeadBot.
❷ In terms of attracting leads to the website, I found this process works well for coming up with content topics that brings in a lot more ready-to-convert leads:
- ❸ ・ What would someone who needs my product be searching for? For example, for an online design tool, specific topics include: how to make video thumbnails, Facebook image sizes.
・What do the top ranked articles for these topics cover? Enter each topic into Google and see what points each of the top ranked articles cover. If there are key points that most or all of the articles miss about one of these topics, this is great opportunity for you to create a 10x better article to attract more visitors and leads.
・Offer a downloadable resource related to each content topic. From experience, leads are much more likely to leave their email address to receive a contextually relevant resource and this opens the door for you to nurture them about your product.
❹ Would you be open to a 15-min brainstorm where we can come up a few high converting content topics for Swerve?
❶ In one sentence, mention where you discovered this prospect to open the conversation.
❷ Mention that you'd like to share your process for achieving a goal related to their product and related to your services.
❸ Break down 2-3 key steps in your process. To demonstrate your value and expertise, share steps that are insider knowledge, someone who doesn't do this for a living may not be privy to.
❹ Ask them for an initial call, framed as a brainstorm session so the prospect of taking away valuable ideas entices them to join. The call will give you a chance to further demonstrate your value so they would want to hire you to implement your process and achieve results for them.
How to proactively ask customers who had good experiences to leave reviews
❶ We’ve been honored to help you with grammar mistakes and improper sentence syntax.
❷ Would you mind sparing one minute to leave us a review? [link to review]
❸ Most of of your peers consult reviews when deciding whether or not to try out a new product so it would mean the world to us if you could share your experience.
Thank you so much,
[Headshot of founder]
❶ Reiterate the results that your product or service helps your customers achieve.
❷ Politely ask them to leave you a review.
❸ Explain why their review makes a difference to motivate them to leave one.