Subscribe to my Feed
« How did your company celebrate Earth Day? | Home | Back to business as usual? Let’s hope not! »
Business ethics tip #4: Choose your medium wisely
By Lauren | April 24, 2009
Once you’ve decided that you need to apologize to an unhappy customer or client (and notified your lawyer if a potential lawsuit is looming), it’s time to consider how you’ll do it. Before you start thinking about what to say, it’s usually a good idea to consider how you’ll deliver your message.
Face-to-face apologies are almost always the most effective, because they demonstrate that you cared enough to come and see the other person. They are also often the most uncomfortable, because they bring you into direct contact with your customer’s anger. For this reason, many business owners choose to avoid a confrontation and apologize in writing. It may be easier but, if your customer knows you could have apologized in person and didn’t, he or she may be more annoyed by your cowardice than placated by your apology. (If you can’t apologize in person, a telephone call may be your next best choice.)
Still, there may be good reason to apologize in writing, especially if you have to apologize to many customers or the legal issues are hot enough that every word needs to be carefully chosen. If you choose to write your apology, take the time and trouble to do it right. Use nice stationery, check it carefully for typos, grammatical slips and spelling, then make sure it’s signed by someone in authority. It’s also often smart to add a handwritten note to an apology letter - that personal touch is usually appreciated.
Is it a good idea to apologize by e-mail or (Heaven forbid) text message? Ordinarily, no. Electronic communications are convenient, but they rarely convey care and thought. If you owe an unhappy customer or client an apology, sending an e-mail or text message may say you’re sorry, but it probably also says that you didn’t care enough to take any time or trouble about it. If an e-apology is your only option do it, but follow up with a personal visit, telephone call, or letter.
Once you know how you’re going to deliver your apology, you can decide what to say. More on that next week!
Topics: Apologies, Business Ethics, Lauren Recommends, business communications, customer relations, ethics |
May 7th, 2009 at 3:18 pm
[...] presents Business ethics tip #4: Choose your medium wisely posted at The Business Ethics Blog, saying, “When it comes to apologizing to your customers, [...]