Apologize For Someone Else (Business) • Example Letters, Guides and Samples
Guides
Normally, one should apologize for one's own offenses. However, if you are in some way responsible for the offender's behavior--as is a supervisor for example--it may be appropriate to write an apology even if the offender also writes one. Write this brief, clear letter as soon as possible after the incident.
How to write this apology letter:
- Begin with a straightforward apology that refers specifically to the offense.
- Acknowledge your reader's frustration and express thanks for the concern.
- Mention any specific steps taken to correct the problem. End with a positive statement thanking the reader for his or her concern. Offering some form of compensation or restitution may be appropriate.
Example Letter #1
On behalf of Doe Associates I extend my sincere apologies for the behavior of our field representative at the recent trade show. We expect all our employees to refrain from drinking alcoholic beverages not only during their working hours but for several hours before reporting to work. Thank you for informing us of this inexcusable incident. We are embarrassed that someone from our firm would have caused such a scene.
The representative involved is being disciplined and is being required to receive special help for substance abuse. Any future infraction will result in immediate termination of his employment.
Example Letter #2
On behalf of Doe Corporation, I would like to express my deepest apologies for the rude treatment you received from one of our support operators. Our customer support service is designed to alleviate customer frustration, not add to it. When a problem of this nature occurs, we want to know about it. Thank you for bringing it to our attention. The operator in question has been put on probation and has been sent to a special class on customer relations. Doe Corporation wants to deliver preferential treatment to all its customers. Please accept the enclosed discount coupons as a token of our sincere apologies.
Example Letter #3
I want to apologize for the rude behavior of one of our employees yesterday. It was inexcusable for her to speak to you in an impatient way as you were making your purchase. I know it is upsetting when someone who should be serving you is disrespectful.
Our employee has been disciplined and will lose her job if this behavior ever happens again. We value you as one of our best customers and hope you will accept our sincere apology.
Write Your Letter Step-by-Step
1 Begin with a straightforward apology that refers specifically to the offense.
Sample Sentences for Step 1
- I am sorry you had a bad experience with one of our employees.
- John, I am sorry that the security guard did not recognize you and gave you a hard time when you came to the plant.
- We are sorry that you were not satisfied with the service you received at the Doe Family Restaurant.
- Thank you for letting us know about the problem you had with our employee last Wednesday. We apologize for any inconvenience you suffered. Customer satisfaction is Doe Plumbing's top priority.
- We apologize for the way the salesman in our showroom treated you.
- On behalf of the captain of the S.S. Doe, I apologize that your cabin did not meet your expectations.
- Jane, I apologize that the project team did not get the Doe report to you in time for the meeting yesterday.
Sample Phrases for Step 1
- a little kindness goes a long way
- actions were inappropriate
- am disturbed about the incident regarding
- any inconvenience you suffered
- apologize for the incident
- apologize for the salesman's behavior
- apologize for any inconvenience
- are sorry our representative was unable to
- concerned about their behavior
- cooperate with any suggestions
- customer satisfaction is top priority
- did not meet your expectations
- disruptions to your personnel
- gave you difficulty when
- has damaged customer relations
- is too outspoken
- lack of tact
- lack of discretion
- misleading statements
- more diplomatic worker
- no excuse for
- no excuse for rudeness
- not satisfied with the service you received at
- on behalf of the
- our apologies for the problems you had with
- please accept our apologies
- sorry that you were not satisfied with
- sorry you feel you that
- sorry you had a bad experience with
- sorry to hear about
- thank you for taking the time to complete the guest comment card
- thank you for letting us know about the problem
- that you have been dissatisfied with
- the apparent misinformation
- the problem you had with our employee
- truly sorry if anyone in our company
- unpleasant conversation you had with
- was surprised to hear that
- when dealing with persons who
2 Acknowledge your reader's frustration and express thanks for the concern.
Sample Sentences for Step 2
- We pride ourselves in customer service and seek to train our employees to meet our standards. We are particularly concerned when customers feel they have been poorly treated. Thank you for bringing this problem to our attention.
- I understand how frustrating it can be to know that you have a right to be somewhere, but security guards--acting according to protocol--prevent your entrance. Again, I apologize.
- We pay close attention to our workers' behavior since they represent Doe Incorporated to our customers and we are very concerned when customers feel mistreated. Thank you for bringing this to our attention.
- I understand that such inconveniences can be very frustrating. Thank you for your patience.
- I can imagine how upset you must have been. We are grateful for the patience you showed toward John after the incident.
- We understand that you took the cruise to relax in the most comfortable environment possible, and that this incident spoiled some of your rest.
- I know it was an important report and you needed it to begin your project.
Sample Phrases for Step 2
- actions were inappropriate
- an important report and you needed
- any further difficulties
- apologize for ignoring your
- apologize for your inconvenience
- apologize for the disruption that
- apologize for any trouble this has caused
- appreciate feedback from
- are always eager to get feedback from
- are committed to
- assistance that the company offers
- begin your project
- can imagine how upset you must have been
- comments will help us
- efforts in the future
- feedback from our customers
- guided by your remarks
- help us streamline our procedure
- if you have any further questions
- is frustrating to know that
- it is our job to
- making it right for you
- offer additional help
- please do not hesitate to call
- regret that you didn't receive the assistance you needed
- thank you for your patience
- thank you for bringing this to our attention
- thank you for taking the time to write
- thank you for your concern
- thank you for your patience
- to feel disturbed is understandable
- want our customers happy
- we value positive relationships
- we are grateful for the patience you
- we want to do our best to correct
- when customers feel mistreated by
- you have not received the kind of
- you have a right to be
3 Mention any specific steps taken to correct the problem. End with a positive statement thanking the reader for his or her concern. Offering some form of compensation or restitution may be appropriate.
Sample Sentences for Step 3
- I discussed your phone call with the employee involved. He understands your concern and has expressed an apology for his behavior. He has been distressed at the death of his grandfather and has been particularly sensitive lately, but he has assured me that he will not repeat yesterday's behavior.
- I discussed your phone call with the employee involved. She understands your concern and understands that her behavior was unacceptable. I assure you we will be attentive in preventing a repeat of Wednesday's incident. Please accept this gift certificate for the next time you come to the Doe Family Restaurant.
- I informed Jane, the officer usually in charge, that you were coming, but she was ill last night and failed to tell her replacement of your intent to visit. If you would like to come next Wednesday, I will personally meet you at the gate.
- I have explained to John that his behavior was unacceptable. He apologized and assured me it would not happen again. This is the first time we have received a complaint about John's performance, so we are confident his future service will be satisfactory. Enclosed is a coupon for dinner for two on the house. Please come and try us again.
- We will find you a new cabin farther away from the engine noise, and will let you know as soon as we have made new arrangements. Thank you for your concern.
- There is no vacant cabin, so we will not be able to move you farther from the party in #202.
- Thank you for bringing this incident to our attention. Please let us know if there is anything else we can do to make your cruise more enjoyable.
- With this note I have enclosed the completed version of the Doe report. I look forward to finishing this project. Your contribution has been invaluable.
- I have taken up this matter with John and he greatly regrets his insensitive behavior. Thank you for your concern. Please accept the enclosed discount coupon for you to use in our store.
- Thank you for pointing out the mistake to us. We are always eager to refine and improve our work here at Doe Associates.
Sample Phrases for Step 3
- actions to correct the situation
- anxious to refine and improve our work
- any other way in which I can help
- as helpful as we possibly can be
- assured us that he regrets his insensitive behavior
- avoid such a problem
- clear up the difficulty
- deserve to be treated with
- discussed your phone call with
- do our best to resolve any problem
- does not reflect the attitude of
- don't want to lose your account
- enclosed is a coupon for
- express an apology for
- failed to inform him that
- feel more comfortable with
- for your inconvenience, please accept
- gesture of good will
- guarantee that it will not happen again
- has been particularly difficult lately
- have taken appropriate action to
- have instructed the department head to
- have informed our manager that
- have rectified the situation
- have taken appropriate disciplinary action
- have referred the matter to
- have arranged to have him
- have taken up this matter with
- hope that this will help ease your mind
- hope this token of good will
- in an effort to restore
- it won't happen again
- letters like yours help us to
- may be sure that we will do our best to
- opportunity to review your concerns
- our relationship has been very pleasant
- please give us an opportunity to
- please accept this gift certificate for a
- please let us know if there is anything else we can do
- satisfactory solution to the problem
- spoke with her and explained that
- will take steps to correct the problem
- thank you for bringing this to our attention
- thank you for your patience
- thank you for pointing out this mistake to
- thank you for caring enough to write
- thank you for your concern
- thanks for letting me know
- to compensate for your
- trust this will clear up the problem
- understand your concern
- want to be as helpful as
- want to make
- will let you know as soon as
- will meet personally with
- will be in touch with you
- will be on guard to prevent
- would enjoy discussing
