How to Properly Apologize on Behalf of a Company? 6 Basic Rules.

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Previously, we discussed in detail what a thank you page is for . Now we will discuss how to deal with apologies on behalf of the company. Here are 6 basic rules, having studied which you will be able to not be afraid to apologize and do it without mistakes.

Why apologize?
An apology is a sign of empathy and humanity. But that's not the key features of office 365 database only reason to apologize. Research shows that it's a major business driver, leading to better deals. People are less likely to buy from companies that ignore customer complaints.

If your client is planning to sue you, an apology can help cool their ardor and prevent litigation. There have been many studies on this topic, including one by Jennifer Robbenolt, a professor of law and psychology at the University of Illinois. She assessed the reactions of respondents who listened to apologies and concluded that apologies fulfill certain requirements of the person filing the lawsuit:

need for respect;
responsibility for the incident that occurred;
the realization that something like this will not happen again.
An apology is your opportunity to engage in dialogue with the client and resolve their problem while reducing your financial costs.

Why is it important to apologize in time?
The customer is always right, but you don't have to apologize to everyone. In the field of Internet marketing, there are good clients, and then there are "everyone else." And it is not always possible to clearly understand where exactly the company's employees are at fault. But there are a few clearly defined cases in which there is no doubt.

System/software failure
Most programs are not perfect, so they occasionally produce errors. Regardless of the reasons for their occurrence, you are obliged to apologize to your clients. For example, this is how the Rankings service did it:


On their forum, the experts explained why the Moz tool didn't work and publicly apologized for it. They described how they were able to solve the problem and why it won't happen again.

Slow delivery
For online stores, delivery speed is of primary importance after the quality of goods. Using the example of the world's largest online store Amazon, you can see how you can apologize for a delay in delivery:


"...To prove my point, I'm extending your Amazon Prime membership for another month."

Poor customer service
Consumer expectations are sometimes not met, which confirms the need to apologize. Let's look at the example of ZocDoc to see how this situation can be corrected and future problems prevented: