Everyone
messes up once in awhile. Even the best, most responsible marketers get it
wrong on occasion. When that happens, you have an excellent opportunity to
boost sales and cement customer relationships. How? With a simple, personalized
letter of apology.
Apologies
are powerful. One Forbes contributor described how one company used a direct
mail letter to apologize to hundreds of thousands of customers so well, so
sincerely, that it ended up selling more merchandise than it would have
otherwise. Talk about turning a negative into a positive!
Why
do apology letters work?
1. They are relatable.
We
are all human. We all make mistakes. By apologizing, you humanize your company
and create empathy. When done well, addressing the person by name and including
personal, relevant details to them, a sincere apology letter can improve the
customer relationship.
2. They give you
credibility.
Nobody
likes to apologize. When a company apologizes, it gets a customer's attention.
This can give you tremendous credibility that builds trust.
2. It gives you an
opportunity to make right.
Everybody
likes when a wrong is made right. Once you have a customer's attention, an
apology letter can create positive feelings about your company and further
cement customer loyalty.
It
is not necessary to send formal apologies for every misstep, but when it
merits, don't be afraid to do so. Keep it simple. Be sincere. Do it well, and
you might find that instead of losing customers, you gain more loyal customers
instead.
Please give us a call at 440-946-0606
Or visit our website here for more information.
Share on LinkedIn
Please give us a call at 440-946-0606
Or visit our website here for more information.
Share on LinkedIn
