Gracefully apologize for an individual customer's bad experience
I'm really sorry your spa experience was not what you expected.
❶ We strive to provide a deeply relaxing experience to each and every customer. Clearly something went wrong here, leading to a less than ideal visit for you.
❷ From here on out, we will be asking clients to fill out a brief profile so our massage therapists can understand your unique needs ahead of time.
You and 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 416-888-8888 so I can work this out with you one-on-one.
With our sincerest apologies,
❷ Describe the specific steps you are taking to remedy the problem.
❸ Put a human face on the company and make someone at the manager/executive level personally reachable.
Apologize and regain trust after a widespread issue affects your productsSend a mass email to all your customers, personalizing their first name in the beginning of the email.
❶ It's Sarah here, founder of Food2Home. I'm very sorry that for the past week, you may have sporadically received food that was different from what you actually 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, often tucked away in a far flung part of town, didn't offer takeout or catering.
❹ While the delivery space is heating up, we pride ourselves on paying every member of delivery team above market rates and making available to you every type of food for every type of occasion or mood. And also helping you discover what the perfect food for right now may be.
❺ Part of Food2Home's success lies in our algorithms, constantly calculating and recalculating the most efficient delivery routes, accounting for traffic, distance between restaurants and client homes/offices. 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 all of our restaurant partners so they can start preparing way ahead of a crush and never drown in orders again.
We really let you down with our lastest technology update - it was too hastily pushed out without enough testing. ❻ 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, pumped to both bring you mouthwatering food and to bring much more consistent business to our restaurant partners.
❼ Here's a picture of us having a hands on strategy session:
Our sincerest apologies again for disappointing you. We hope that you will forgive us.
❷ Describe what you have done to rectify the problem and how you are preventing a similar one from happening in the future.
❸ Remind your customers the biggest benefit you provide them. Approach it like you're building your relationship from scratch.
❹ Restate our company values and briefly explain how you're different from competitors.
❺ Describe in layman terms what the processes that led to the problem are actually meant to do.
❻ Express in a heartfelt way your hope your customer stays with your company.
❼ Put a human face on your company by showing a non-staged photo of your team.
Tactful response to someone who vents about your company on a public forumIf a customer vents about you on a public forum, here's how to tactfully respond.
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 paid in leasing fees is applied toward the cost of the artwork. You would only have to pay the remaining amount.
❷ We have a very dedicated customer support team here to help you in any way we can. In the future, you can contact us directly for much quicker response and resolution at:
❸ Thank you for your honest feedback, we deeply appreciate each one as a way to constantly improve.
❷ If they did not contact you directly about the issue first and simply went online to vent, imply subtly in a non accusatory manner it may have been better to contact customer support first.
❸ Thank them to show that your company is humble enough to take criticism and learn something from it.
Proactively ask customers who had good experiences to leave a reviewPeople who have had negative experiences may be more motivated to leave a review so by proactively asking people who had good experiences, you balance it out. As the saying goes, "ask and you shall receive".
❶ We’ve been honored to help you vanquish the grammar snafus that drag down the impact of otherwise great messages.
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/cofounder]
❷ Politely ask them to leave you a review.
❸ Explain why their review matters.