Apology Letters: Topics, Skill Verbs, Sample Letters, and Professional Advice

					Apology Letters: Topics, Skill Verbs,
Sample Letters, and Professional Advice.




Never again be at loss for words!




Use of this material is subject to the WriteExpress License Agreement found on page 105.




                                                            Copyright © 1996-2003 WriteExpress Corporation
                                                            All Rights Reserved
                                                            Contact us at Sales@WriteExpress.com
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TABLE OF CONTENTS
APOLOGIZE FOR A DEFECTIVE, DAMAGED, OR INCOMPLETE PRODUCT ................... 3
APOLOGIZE FOR SOMEONE ELSE (BUSINESS)................................................ 9
WRITE A BUSINESS APOLOGY .............................................................. 15
APOLOGIZE FOR PROVIDING INCORRECT OR INCOMPLETE INFORMATION ............. 22
APOLOGIZE FOR AN INVOICE OR BILLING ERROR ........................................ 27
APOLOGIZE FOR A LATE PAYMENT ........................................................ 32
APOLOGIZE FOR A MISSED DEADLINE ..................................................... 36
APOLOGIZE FOR MISSING OR BEING LATE TO A MEETING OR APPOINTMENT ........... 41
APOLOGIZE FOR POOR OR INADEQUATE SERVICE ........................................ 46
APOLOGIZE FOR A SHIPPING DELAY OR ERROR ........................................... 51
APOLOGIZE TO AN EMPLOYEE OR EMPLOYEES ........................................... 57
APOLOGIZE FOR BETRAYED TRUST ........................................................ 61
APOLOGIZE FOR DAMAGED PROPERTY .................................................... 66
APOLOGIZE FOR SOMEONE ELSE (PERSONAL) ............................................ 71
WRITE A PERSONAL APOLOGY ............................................................. 76
APOLOGIZE FOR HURT FEELINGS .......................................................... 84
APOLOGIZE FOR OFFENSIVE BEHAVIOR ................................................... 91
APOLOGIZE FOR MISSING AN EVENT OR FOR OVERLOOKING OR FORGETTING SOMEONE
............................................................................................... 96
BONUS SKILL VERBS ..................................................................... 102
WRITEEXPRESS LICENSE AGREEMENT ................................................. 105




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                  2
A P O LO G I ZE FO R A D EF E CT IV E , D AMA GED , O R IN COMP LET E
PRODUC T

T IPS
Write this letter as soon as possible after the unfortunate incident. Focus on actions to rectify the
situation rather than the damage you may have caused. Accompany your apology with a promise of
compensation or restitution. A sincere apology can go a long way to winning back a disgruntled
customer.

S AMPLE L ETTERS
SAMPLE LET T ER 1

We are very sorry that your toaster does not function as you expected. Before we ship any toaster, we
double-check every function, so your problem may be one you can solve quite easily.

When the bread does not go down, you can usually correct the problem by rotating the screw on the
bottom of the toaster a turn or two to the right. If that adjustment does not solve the problem, simply
return the toaster to our nearest outlet to receive a replacement or a refund. Your Doe toaster should give
you many years of trouble-free service.

SAMPLE LET T ER 2

We regret the keyboard you purchased is causing you difficulties. Because Doe products are tested
thoroughly before shipping, it is a rare instance when one is found defective. We have enclosed a
replacement keyboard for your convenience. Please return the original to us in the enclosed mailer. If
you need further assistance, please call us at 555-5555. We want you to be a satisfied Doe customer.

SAMPLE LET T ER 3

We were sorry that the magazine you received last month lacked the center pages. We pride ourselves
on producing error-free copies, but apparently one slipped through. We are sending you another copy
immediately. Please call us toll free at 555-5555 if you do not receive it within the next few days. Thank
you for letting us serve you.

S TEP 1

1. Apologize for the reader's inconvenience. Explain (but do not excuse) the problem.

SENTENCES:

• We regret that your coffee maker model #123 was not completely assembled when you received it.



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          3
• We are sorry that your electric train model #123 arrived with a defective transformer.

• I am sorry your razor failed to function properly. We take pride in the quality of our razors, so we are
disappointed that yours was defective.

• We apologize that your bread maker was damaged when you received it.

• I am sorry to hear that you are having difficulty with your Doe Weed Whacker.

• We are sorry that the fish tank you ordered arrived with a crack in it. Unfortunately, glass products are
subject to damage during shipment.

• We are sorry that the desk we delivered to your home was damaged. Our warehouse manager
determined that the damage occurred during shipment.

• We are sorry that your automatic toaster came without the heat adjustment lever.

P HRASE S :
            1. apologize that your model was incomplete
            2. apologize that your model arrived damaged
            3. apologize for the inconvenience that
            4. assure you that
            5. despite our best effort
            6. determined that the damage occurred during
            7. did not meet your expectation
            8. did not satisfy your needs
            9. disturbed us to hear that your model was
            10. merchandise is replaceable
            11. regret the inconvenience
            12. sincerely regret that
            13. sorry that the merchandise arrived damaged
            14. sorry that your model arrived without a
            15. sorry that your system is not working properly
            16. sorry to hear you are having difficulty with
            17. sorry to learn about the damage to
            18. sorry to inconvenience you
            19. sorry for the disappointment
            20. sorry your model failed to function properly
            21. take pride in the quality of
            22. the damage occurred during shipment
            23. unable to guarantee that
            24. will do our best to satisfy you
            25. will stand behind our products
            26. your problem is ours, too


S TEP 2

2. Point out that this is an exceptional circumstance and that your company values quality.


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           4
S ENTENC ES :

• We are committed to manufacturing the highest quality razors in America. We succeed largely
because we pay attention to the feedback we receive from customers like you whose letters point out
areas in which we can improve.

• We make every effort to ensure that our merchandise is delivered in perfect condition. Occasionally,
however, unpredictable events alter the expected outcome.

• This is the first time we have heard of this problem. Thank you for pointing it out to us. I assure you
we will do our best to prevent it from happening again.

• Nevertheless, we have generally had much success in delivering aquarium sets intact.

• Customer satisfaction is our first priority, so I was particularly disturbed to hear about your problem
with the humidifier. This is the kind of occurrence we work hard to avoid.

P HRASE S :
            1. are committed to manufacturing the highest quality
            2. customer satisfaction is our first priority
            3. ensure that our merchandise reaches our buyers in perfect condition
            4. exactly what you expected
            5. have generally had success in delivering
            6. have rarely received complaints
            7. have since received
            8. have checked each one thoroughly
            9. make every effort to ensure that
            10. most of the feedback from our customers indicates that
            11. our company values quality
            12. pay attention to letters like yours
            13. point out where we can improve
            14. received a report of this kind of problem
            15. succeed in large part because
            16. thank you for pointing it out to us
            17. thank you for informing us that
            18. this is the first time that
            19. unpredictable events sometimes
            20. was particularly disturbed to hear about your problem with
            21. was part of a bad production run from the manufacturer
            22. will do our best to prevent a repeat


S TEP 3
3. State what action you will take to remedy the situation, and offer compensation or restitution, if
appropriate.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          5
SENTENCES:

• A replacement aquarium is on its way to you. Expect it to arrive in three to four weeks. We want you
to be one of our satisfied customers.

• The nearest service center to your home is at 1600 Main Street in Springfield. The trained technicians
there can determine if repair or replacement needs to be made.

• Please call to arrange pickup of your damaged desk and let us know if you would prefer a refund or a
replacement.

• According to the purchasing agreement, we cannot refund your money as you requested; however, we
have enclosed a coupon good for an in-store credit amount equal to the value of your original purchase.

• I have given your telephone number to our service manager. He will call you to make an appointment
to look at your humidifier.

• Please send your calculator to Doe Office Supply, 1600 Main Street, Springfield, Kansas, 12345. Our
trained technicians will either repair or replace it.

• Enclosed are the missing pieces to your water cooler.

• Since you indicated that you would prefer a refund, please accept the enclosed check as compensation
for your damaged radio.

• We have already switched to a new brand of packing boxes that we hope will be more durable.

P HRASE S :
            1. a replacement is on its way to
            2. according to the purchase agreement
            3. answer your questions
            4. call in advance to
            5. can pick up your damaged
            6. communicating problems to
            7. corrective action will be taken
            8. credit your account
            9. delivery will take four to six weeks
            10. discontinue using the unit
            11. enclosed are the missing pieces to your
            12. expect it to arrive in
            13. hope we can continue to
            14. important element in
            15. in-store credit equal to the value of your original purchase
            16. one of our satisfied customers
            17. ordered an exact replacement
            18. pick up the defective one
            19. please call to make arrangements
            20. please let us know if you would prefer


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         6
            21. please call to let us know when we can
            22. please accept the enclosed check as compensation for
            23. please send your merchandise to
            24. prefer a refund or a replacement for
            25. repair or replace it
            26. so our personnel can plan accordingly
            27. take precautions to prevent
            28. taking immediate steps to correct
            29. the trained technicians there can examine your
            30. the missing pieces that you requested
            31. the nearest service center to
            32. to replace or repair
            33. to deliver your replacement
            34. too important to us to
            35. trained technicians will inspect it
            36. which will prevent future problems
            37. will arrange a convenient time for delivery
            38. will accommodate your schedule
            39. will call to make an appointment
            40. wish to reassure
            41. will take action to remedy the situation


S TEP 4
4. End on a positive note. Consider directing the customer to other channels for assistance.

SENTENCES:
• If you have any further questions, please call John at our customer service department at 555-5555.

• Thank you for taking the time to write to us. Your comments will help us streamline our shipping
procedure so we can further minimize problems.

• Thank you for your concern. If you have any further questions, please call me at 555-5555.

• We are always eager to get feedback from our customers. Thank you for taking the time to write to us.

• It is our job to keep your business up and running. Thank you for your patience.

• Let me know what you decide. We are committed to making it right for you.

P HRASE S :
            1.   any further difficulties
            2.   apologize for your inconvenience
            3.   appreciate feedback from
            4.   are always willing to entertain suggestions
            5.   are committed to
            6.   assistance that the company offers


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           7
            7. comments will help us
            8. efforts in the future
            9. feedback from our customers
            10. guided by your remarks
            11. help us streamline our procedure
            12. if you have any further questions
            13. it is our job to
            14. making it right for you
            15. offer additional help
            16. please do not hesitate to call
            17. thank you for taking the time to write
            18. thank you for your concern
            19. thank you for your patience
            20. thank you for allowing us to rectify
            21. thank you for your willingness to
            22. want our customers to be satisfied




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.   8
A POLOG IZE FO R SO MEO NE E LSE ( BUS INE SS )

T IPS
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.

S AMPLE L ETTERS
SAMPLE LET T ER 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.

SAMPLE LET T ER 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.

SAMPLE LET T ER 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.

S TEP 1

1. Begin with a straightforward apology that refers specifically to the offense.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                             9
SENTENCES:

• 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.

P HRASE S :
            1. a little kindness goes a long way
            2. actions were inappropriate
            3. am disturbed about the incident regarding
            4. any inconvenience you suffered
            5. apologize for the incident
            6. apologize for the salesman's behavior
            7. apologize for any inconvenience
            8. are sorry our representative was unable to
            9. concerned about their behavior
            10. cooperate with any suggestions
            11. customer satisfaction is top priority
            12. did not meet your expectations
            13. disruptions to your personnel
            14. gave you difficulty when
            15. has damaged customer relations
            16. is too outspoken
            17. lack of tact
            18. lack of discretion
            19. misleading statements
            20. more diplomatic worker
            21. no excuse for
            22. no excuse for rudeness
            23. not satisfied with the service you received at
            24. on behalf of the
            25. our apologies for the problems you had with
            26. please accept our apologies
            27. sorry that you were not satisfied with
            28. sorry you feel you that
            29. sorry you had a bad experience with


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          10
            30. sorry to hear about
            31. thank you for taking the time to complete the guest comment card
            32. thank you for letting us know about the problem
            33. that you have been dissatisfied with
            34. the apparent misinformation
            35. the problem you had with our employee
            36. truly sorry if anyone in our company
            37. unpleasant conversation you had with
            38. was surprised to hear that
            39. when dealing with persons who


S TEP 2
2. Acknowledge your reader's frustration and express thanks for the concern.

SENTENCES:
• 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.

P HRASE S :
            1.   actions were inappropriate
            2.   an important report and you needed
            3.   any further difficulties
            4.   apologize for ignoring your
            5.   apologize for your inconvenience
            6.   apologize for the disruption that
            7.   apologize for any trouble this has caused
            8.   appreciate feedback from


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                       11
            9. are always eager to get feedback from
            10. are committed to
            11. assistance that the company offers
            12. begin your project
            13. can imagine how upset you must have been
            14. comments will help us
            15. efforts in the future
            16. feedback from our customers
            17. guided by your remarks
            18. help us streamline our procedure
            19. if you have any further questions
            20. is frustrating to know that
            21. it is our job to
            22. making it right for you
            23. offer additional help
            24. please do not hesitate to call
            25. regret that you didn't receive the assistance you needed
            26. thank you for your patience
            27. thank you for bringing this to our attention
            28. thank you for taking the time to write
            29. thank you for your concern
            30. thank you for your patience
            31. to feel disturbed is understandable
            32. want our customers happy
            33. we value positive relationships
            34. we are grateful for the patience you
            35. we want to do our best to correct
            36. when customers feel mistreated by
            37. you have not received the kind of
            38. you have a right to be


S TEP 3

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.

SENTENCES:
• 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.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          12
• 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.

P HRASE S :
            1. actions to correct the situation
            2. anxious to refine and improve our work
            3. any other way in which I can help
            4. as helpful as we possibly can be
            5. assured us that he regrets his insensitive behavior
            6. avoid such a problem
            7. clear up the difficulty
            8. deserve to be treated with
            9. discussed your phone call with
            10. do our best to resolve any problem
            11. does not reflect the attitude of
            12. don't want to lose your account
            13. enclosed is a coupon for
            14. express an apology for
            15. failed to inform him that
            16. feel more comfortable with
            17. for your inconvenience, please accept
            18. gesture of good will
            19. guarantee that it will not happen again
            20. has been particularly difficult lately
            21. have taken appropriate action to



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          13
            22. have instructed the department head to
            23. have informed our manager that
            24. have rectified the situation
            25. have taken appropriate disciplinary action
            26. have referred the matter to
            27. have arranged to have him
            28. have taken up this matter with
            29. hope that this will help ease your mind
            30. hope this token of good will
            31. in an effort to restore
            32. it won't happen again
            33. letters like yours help us to
            34. may be sure that we will do our best to
            35. opportunity to review your concerns
            36. our relationship has been very pleasant
            37. please give us an opportunity to
            38. please accept this gift certificate for a
            39. please let us know if there is anything else we can do
            40. satisfactory solution to the problem
            41. spoke with her and explained that
            42. will take steps to correct the problem
            43. thank you for bringing this to our attention
            44. thank you for your patience
            45. thank you for pointing out this mistake to
            46. thank you for caring enough to write
            47. thank you for your concern
            48. thanks for letting me know
            49. to compensate for your
            50. trust this will clear up the problem
            51. understand your concern
            52. want to be as helpful as
            53. want to make
            54. will let you know as soon as
            55. will meet personally with
            56. will be in touch with you
            57. will be on guard to prevent
            58. would enjoy discussing




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.     14
W RITE A BU SINE SS AP OLOG Y

T IPS
You should write this letter as soon as possible after the incident. It should be clear, brief, and dignified.
Focus on actions taken to rectify the situation rather than on any damage that resulted. A sincere, well-
worded apology can be very effective in winning back disgruntled customers and business associates.

S AMPLE L ETTERS
SAMPLE LET T ER 1

I am sorry that we no longer carry replacement sections for canvas tents. I understand your frustration,
because I, too, have a similar tent that I want to repair. But, with the recent developments in lightweight
fire resistant fabrics, most camping enthusiasts are turning to the new Doe line of camping equipment.

In case you might consider replacing your current tent with a new lightweight one, I am sending you the
Doe spring catalog. You will notice we are offering special savings on orders submitted before June 1.
Best wishes for an enjoyable camping season.

SAMPLE LET T ER 2

We regret the repair work on your clothes dryer did not meet your expectations.

Your time is important and we realize you expected our technician to fix the problem without delay. We
have contacted the technician and learned that incident was unique and the standard repair procedure
was inadequate.

He has ordered a new drive assembly from the factory and believes it will solve the problem. We are
sorry that this rare defect appeared in your dryer. We thank you for your patience and are confident that
the problem will soon be remedied.

Your warranty will cover the cost of the new parts. We will call to schedule an appointment as soon as
they arrive.

SAMPLE LET T ER 3

I am sorry I was unable to warn you in time that yesterday's meeting had been canceled.

I know it is frustrating to make the drive across town to the main office only to find that your time has
been wasted. Because the announcement was made when I was away, I was unable to notify you of the
change.

To prevent this situation from occurring again, I have designated Jane as my backup and made her privy
to all information sent to me when I am out of the office.



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                             15
I don't anticipate this happening again and I apologize for the inconvenience. I will also see to it that you
are reimbursed for your mileage.

SAMPLE LET T ER 4

Please accept my apology for the series of misunderstandings that led to the termination of your account
with Doe. I certainly understand how our failure to respond to your request three weeks in a row was
frustrating. The miscommunication resulted from a poorly designed chain of command, which I have
revised. No longer will customer requests be third-hand by the time they reach the service
representative.

Doe makes a good product, and I want to stand by our valued customers. I hope you will give us another
chance to provide your paper goods. I am sending you a complementary case of our premium plates in
your pattern with my apologies.

SAMPLE LET T ER 5

We apologize for the mistake we made with your account last week and we certainly understand your
frustration.

On April 22 we issued a check from your account pursuant to your instructions. The amount of the
check was correct and it was forwarded to you. However, the amount of the check posted to your
account was incorrect. We canceled this erroneous entry and posted a correction on April 23, reflecting
the correct check amount.

These entries will appear on your April monthly statement. Again, we apologize for any inconvenience
this may have caused. If you have any further questions regarding this matter, please contact our
Customer Service Department at 555-5555.

S TEP 1

1. Begin with a straightforward apology that refers to the offense.

SENTENCES:
• I am sorry that the information I gave you was inaccurate. I realize it placed you in an awkward
position.

• Doe Incorporated apologizes that your compressor model #123 was incomplete when you received it.

• I apologize for missing Tuesday's meeting.

• I am sorry I didn't return your phone call.

• I am sorry your motor failed to function properly. We take pride in the quality of our motors, so it
disturbs me to hear that yours was defective.


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                            16
• John, I apologize that you were left standing in our reception area for so long with no one to assist
you. Customer service is one of our company's top priorities so I was particularly troubled to hear what
happened yesterday.

• I apologize for not acknowledging your excellent performance in helping secure the Doe contract.

• We are sorry that the motor you ordered arrived after the deadline.

• We apologize for misplacing your file.

• I apologize for any inconvenience my being late may have caused.

P HRASE S :
            1. any inconvenience I may have caused
            2. apologize for misplacing your
            3. apologize for not acknowledging your
            4. are sorry that we are unable to help in
            5. are sorry that the item you ordered
            6. are quite right in expecting better service
            7. arrived after the deadline
            8. failed to function properly
            9. have no excuse
            10. if our warranty was misrepresented
            11. in your time of need
            12. incomplete when you received it
            13. information I gave you was inaccurate
            14. it disturbs me to hear that
            15. occasionally an error occurs
            16. one of our company's top priorities
            17. perhaps the person you spoke with did not
            18. received your letter telling us about
            19. regret the delay
            20. regret that you were not pleased with
            21. regret the oversight
            22. regret that our instructions were
            23. respond to your complaint
            24. sorry we omitted the
            25. sorry that I failed to
            26. sorry that you were displeased
            27. sorry it failed to function properly
            28. take pride in the quality of
            29. try our best but
            30. understand that yours was defective
            31. unexpected developments prevented
            32. want you to know we are very concerned
            33. was unexpectedly called out of town
            34. was particularly troubled to hear about
            35. was unclear about
            36. would get faster service




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        17
S TEP 2

2. Acknowledge the reader's frustration.

SENTENCES:

• John, you have been a valued client with our firm for many years. We thank you for your patience and
understanding concerning this matter.

• I understand that such inconveniences can be very frustrating. Thank you for your patience.

• Since our firm is in the same business as yours, we understand that prompt delivery is essential.

• I know what it is like to have a no-show for an important appointment, so I sincerely appreciate your
patience with me.

• I can imagine how upset you must have been so I am grateful for a chance to explain.

P HRASE S :
            1. a valued client with our firm
            2. agree with your sentiments
            3. grateful for the patience
            4. any future mishaps
            5. can imagine how
            6. can certainly understand your embarrassment
            7. can be very frustrating
            8. disappointment regarding
            9. essential to smooth functioning of
            10. further questions or concerns
            11. how upset you must have been
            12. know what it is like to be
            13. prompt delivery is essential
            14. sincerely appreciate your patience
            15. thank you for your patience and understanding
            16. the equanimity you showed after the incident
            17. understand that
            18. understanding concerning this matter


S TEP 3

3. Mention any specific steps taken to correct the problem, if applicable. You may want to explain how
the offense happened, but do not excuse it.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          18
SENTENCES:

• Poor weather kept our driver from keeping his schedule. Nevertheless, we take full responsibility, and
pledge to do our best to ensure that this will not happen again.

• We have already purchased a new brand of packing boxes, which we hope will prevent similar
problems in the future.

• Enclosed is a revised report with corrected information. I told Jane it was my fault, not yours, that she
had inaccurate statistics.

• I was wrong and have no excuse, but this will not happen again.

• Please find enclosed part #456 that will make your compressor complete.

• We have canceled the overcharge to your account and fixed the computer error that caused it.

• I have taken this matter up with John and he has assured me that he will regrets his insensitive
behavior.

P HRASE S :
            1. a revised report with corrected information
            2. arrange for service and a replacement
            3. assure you this will not happen again
            4. assured me that there will be no repeat
            5. doing what is fair for everyone
            6. enclosed is a revised report
            7. ensure that in the future this
            8. follow up next week with
            9. happy to ship you two cases of
            10. happy to replace the
            11. has been ill for the past week
            12. have no explanation for our obvious error
            13. have canceled the overcharge
            14. have fixed the error that caused it
            15. have made a special trip to investigate
            16. have referred the matter to
            17. have taken this matter up with
            18. he has assured me that
            19. make every effort to
            20. pay for the damages caused by
            21. perhaps we can provide you with
            22. please forward the repair bills to
            23. please find the enclosed part that
            24. pledge to do our best to ensure that
            25. reimburse you for your
            26. return them for a full refund
            27. take full responsibility



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          19
            28. using resources to solve the problem
            29. want to rectify the situation
            30. will credit you the full amount
            31. will avoid similar problems
            32. will ship a new order
            33. will follow up with
            34. will not happen again
            35. will honor your request
            36. will prevent similar problems in the future
            37. will resolve the problem


S TEP 4
4. If you were previously unaware of the problem, thank the reader for bringing it to your attention.

SENTENCES:

• We had no idea that the rocker arm was defective. Thank you for bringing it to our attention.

• It is fortunate for us that you were alert in catching this error. Thank you for pointing it out. Because
of your comments, we have instituted a new procedure that will eliminate the problem.

• We were unaware of this problem. Thank you for pointing it out to us.

• Until now, no one has noticed any problems with this line of products. Thank you for drawing our
attention to this defect.

• Observant customers like you help us make Doe chocolates so delicious. Thank you for your concern.

P HRASE S :
            1. alert in catching this error
            2. appreciate your comments
            3. appreciate your pointing this out to
            4. appreciate your letting us know about
            5. are the first to notice this problem
            6. because of your comments
            7. bringing it to our attention
            8. customers like you that help us
            9. it is fortunate for us that
            10. observant customers like you that
            11. thank you for pointing out
            12. thank you for your concern
            13. thank you for drawing our attention to this defect
            14. thank you for bringing it to our attention
            15. unaware of this problem
            16. until now, no one has noticed
            17. were previously unaware of this problem
            18. you were alert in


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                            20
S TEP 5

5. End with a positive statement and offer some form of compensation or restitution to the offended
party, if appropriate.

SENTENCES:
• A replacement for your defective rocker arm is on its way to you. We hope that we can continue to
count you as one of our satisfied customers. If you have further questions please call me at 555-5555.

• We would like to compensate you for your inconvenience. We would be glad to refund the purchase
price of your humidifier, repair the one you sent us, or send you a new one. Please let us know which
you prefer. We value your patronage and are eager to see that you remain a satisfied customer.

• Please accept the enclosed check as compensation for your damaged humidifier.

• Thank you for pointing out this mistake to me. I am always open to constructive criticism.

• Please accept the enclosed gift certificate as compensation for your inconvenience. We value your
patronage and hope you will choose to shop with us again.

• As a peace offering, I would like to reschedule for Wednesday, and allow me to provide lunch.

• We thank you for your patience. Please call me at 555-5555 if you have further questions or concerns.

P HRASE S :
            1. a replacement for the defective part is on its way
            2. accept the enclosed gift certificate as compensation for
            3. although the problem was corrected immediately, my concern is
            4. always eager to improve
            5. gift certificate as compensation
            6. hope you will choose to shop with us again
            7. nothing would give us more pleasure than to
            8. on its way to you
            9. please accept the enclosed check as compensation
            10. please let us know which you prefer
            11. pointing out this mistake
            12. remain a satisfied customer
            13. the enclosed check as compensation
            14. work harder than ever
            15. compensate you for your inconvenience
            16. value your patronage
            17. want to make every transaction satisfactory




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        21
A P O LO G I ZE FO R P R O V ID ING INCO RRECT O R IN COMP LET E
INF ORMAT ION

T IPS
Write this brief letter as soon as possible after the incident. Focus on actions taken to rectify the situation
rather than on any damage that resulted. Do not apologize unless you plan to take full responsibility and
do not blame your reader. A sincere, well-worded apology can be very effective in winning back
disgruntled customers and business associates.

S AMPLE L ETTERS
SAMPLE LET T ER 1

Please accept our apologies for the mistake that appeared in our Sunday advertisement. We didn't realize
what happened until we received a flood of telephone calls ordering the stereo set for $99.00 instead of
$399.00. A correction will appear in the next announcement.

I know this is a disappointment for those who had their hopes raised, but you can understand that it is
impossible for us to sell the set at that price. We will, however, give another 5% discount to all those
who still want their orders filled at the correct price. Thank you for your understanding.

SAMPLE LET T ER 2

During our recent discussion I said that the prices for Doe building lots begin at $65,000. That
information was correct for phase one lots only, which are now sold out. Phase two lots begin at
$72,000. Our new price sheets and advertisements reflect this change. The demand for Doe building lots
has been very strong and the market seems to change every week.

I am sorry to convey this frustrating news. The good news is that there are still three excellent view lots
available and I would like to show them to you. I will call when I return from Springfield to schedule an
appointment.

SAMPLE LET T ER 3

Last week when I calculated how much your monthly house payment would be, I forgot to include the
cost of insuring your home. I apologize for this oversight. I have enclosed quotations from several
insurance companies to give you an idea of what the additional amount would be.

I realize that my inaccurate estimate is a disappointment, but as you can see, the price of insurance is
relatively low, and this omission should not prevent you from qualifying for a loan. I would be happy to
talk to you about this further if needed. Please, if you have questions, call me at 555-5555.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                              22
S TEP 1

1. Begin with an apology that refers to the offense.

SENTENCES:

• I am sorry that the figures I quoted in my estimate were inaccurate.

• Please accept my apologies for having supplied incorrect information.

• I am sorry. I gave you inaccurate information concerning the Doe contract.

• Yesterday I told you that John Doe from the auditor's office would be coming to our offices today. I
apologize for giving you incorrect information and possibly causing you undue stress.

• Jane, yesterday I told you that I could sell you the bearings for $69 a case. This morning I learned that
the price rose over the weekend to $73 per case. I am sorry for this unexpected development, but I am
afraid any transaction will have to be based on current figures.

• I rushed you this letter to let you know that I gave you incorrect information about the Doe contract. I
am sorry about this oversight and I hope this reaches you before you make any critical decisions.

• I am sorry that you were embarrassed in this morning's meeting because the information I gave you
was inaccurate.

• I apologize that the report I gave you was incomplete.

P HRASE S :
            1. apologize for passing on this incorrect information
            2. brochure claimed that
            3. caused by our eagerness to provide
            4. claims we could not follow through on
            5. gave you inaccurate information concerning
            6. having supplied incorrect information
            7. hope I did not cause you undue stress
            8. hope this reaches you before
            9. left out important information
            10. make any critical decisions
            11. mistakenly mailed to
            12. our records were not updated
            13. sorry about this oversight
            14. sorry for omitting
            15. sorry that the figures were inaccurate
            16. sorry for this unexpected development
            17. the report I gave was incomplete
            18. the mix-up caused
            19. to let you know that I gave you wrong information about



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          23
            20. typesetter's mistake
            21. was a glaring error
            22. you received incomplete forms


S TEP 2

2. Mention any specific steps taken to correct the problem, if applicable.

SENTENCES:

• The correct information is not available now. I will send you an update next week.

• On page 3, line 4, the sentence should read "The quick brown fox jumped over the lazy dog," and not
"The quick brown fox jumped over the lazy duck."

• Enclosed is a revised report with corrected information. I told Jane that it was my fault that she was
given inaccurate statistics.

• I was unaware that an updated disk had already been sent. Next time I will check the log before
sending you another.

• I don't think it is necessary for you to revise this error right now. A new version with corrected
information is already on its way.

• Enclosed with this letter are the missing three pages of the report.

• I will send you the latest version of the report tomorrow.

• I hope the documents I sent will give you all the information that you need. If not, please call me at
555-5555.

P HRASE S :
            1. a new version with corrected information
            2. a corrected copy is on its way
            3. a revised report with corrected information
            4. am sending the missing three pages of
            5. has already made an update
            6. at this time the information is not available
            7. changed the account to show
            8. correct the error immediately
            9. enclosed updated material
            10. enclosed with this letter are the
            11. will send you an update next week
            12. insist on handling your account myself
            13. next time I will be sure to check on
            14. plan to complete them by tomorrow



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           24
            15. taken the matter up with management
            16. the correct information is not available
            17. the sentence should read
            18. will be able to offer even better
            19. your concerns are at the top of my list


S TEP 3
3. Acknowledge the reader's frustration, if appropriate. If your apology concerns an error or omission
you were unaware of, thank the reader for bringing it to your attention. End with a positive statement.

SENTENCES:
• We thank you for your patience. Please call me at 555-5555 if you have any further questions or
concerns.

• I am relieved that you caught this error and avoided acting on incorrect information. Thank you for
pointing it out to us. We will all benefit from your alertness.

• John, you have long been a valued client with our firm. We thank you for your patience and
understanding concerning this matter.

• Thank you for pointing out this error to us.

• I understand that such inconveniences can be very frustrating. Thank you for your patience.

• It is fortunate for us that you were alert in catching this error. Thank you for pointing it out.

• Thank you for being understanding in this unfortunate matter. I assure you, it won't happen again.

• I am glad you noticed this mistake before it went any further. Thanks again.

• We are all lucky that you were so alert. Thank you.

P HRASE S :
            1. acting on this information
            2. apologies for the mistake
            3. apologize for the confusion
            4. ask for your understanding
            5. for causing you stress
            6. for causing you concern
            7. for pointing out this error
            8. for the inconvenience it caused
            9. letting us know about our oversight
            10. lucky for all of us that
            11. no one has noticed this problem before



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                             25
            12. please accept my apologies
            13. sorry to have caused
            14. sorry for the misunderstanding
            15. such inconveniences can be very frustrating
            16. thank you for being understanding
            17. thank you for your kindness
            18. thanks for pointing out




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.   26
A POLOG IZE FO R AN IN VO IC E O R B ILL ING E RRO R

T IPS
Billing and invoice errors are relatively minor mistakes that can usually be corrected easily. Make your
apology brief and to the point. Words such as "oversight" and "error" help keep the mistake a minor
issue. Focus on actions taken to correct the error. Sincere, well-worded apologies can generally satisfy
the customer.

S AMPLE L ETTERS
SAMPLE LET T ER 1

Thank you for pointing out the error in the supplies invoice. It appears that a typist transposed two
numbers. I am cancelling that invoice and am sending you a new one with the correct amount. Don't
worry about sending payment until you receive the corrected invoice. Thank you for your patience and
understanding.

SAMPLE LET T ER 2

After you informed us of an error on your January bill, we investigated the matter and admit the mistake
was ours. Until our new automated system is online, we are still subject to the frailties of human error.
Rest assured that your account has been credited as you will see on your next bill. Thank you for your
help in rectifying this matter. We apologize and look forward to serving you in the future.

SAMPLE LET T ER 3

We have checked our deposit records and have indeed found that you are correct in assuming that one of
your deposits was erroneously deposited into another person's account. Because our computers were
down the day you made the deposit, all of our work had to be hand written, increasing the chance for an
oversight. We have made the adjustment and apologize for any inconvenience this error has caused.

SAMPLE LET T ER 4

Please accept our sincere apologies for the recent error in your electric bill. The meter reader recorded
the wrong numbers during his monthly visit to your home. Your meter has been reread and a corrected
statement is enclosed; please pay the balance due by the 25th. We are sorry for any inconvenience this
may have caused you.

SAMPLE LET T ER 5

Thank you for pointing out the error in your February electricity bill. We sent someone out to double-
check the meter reading and you were perfectly right. The first reading was incorrect. The amount you
should have been billed was $128.79. Please send your check for that amount along with the original
bill. There is no need to explain the discrepancy as our records have already been corrected.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          27
I apologize for the inconvenience our error has caused you.

S TEP 1

1. Admit that the customer is right.

SENTENCES:
• We checked your calculations and you have indeed found an error in our invoice.

• You are absolutely right. Our records show that we failed to apply the 15% discount that we offered in
our promotional agreement.

• Our records verify your statement. We did overcharge you for your visit to the Doe Family Restaurant
last month.

• You are correct. Your March bank statement shows that we overcredited your account. The problem
would have been caught eventually, but we thank you for pointing it out.

• You are correct. Our Springfield store did fail to credit your account for the return of 24 handbags.

P HRASE S :
            1. am very sorry that you received
            2. an error in our invoice
            3. apologies are in order
            4. apologize for the error
            5. applied the wrong discount
            6. are sorry we omitted
            7. billing department failed to
            8. checked your calculations
            9. compounded the error by
            10. credit your account for your return of
            11. did not record your payment
            12. failed to credit your account
            13. failed to make the proper entry
            14. failed to apply the discount
            15. failed to verify
            16. incorrect computer entry
            17. overcharged you for
            18. overcredited your account
            19. regarding our error in your billing
            20. sent the notice by mistake
            21. thank you for clarifying the problem
            22. thank you for pointing it out
            23. thanks for letting us know that




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          28
S TEP 2

2. Explain the error, if appropriate.

SENTENCES:

• Sometimes the person who prepares the invoice does not get all the necessary information. I failed to
tell him that you had been given a discount.

• We experienced some difficulty with our billing computer. Fortunately, we were able to correct the
problem with no loss of data. Regrettably, however, several bills were mailed in error before we
resumed normal operation.

• We incorrectly entered your 29 February payment twice.

• We are not sure exactly how this error got into the invoice we sent you. Rest assured we will rectify
the situation.

• Regrettably, we put the price of your meal before the decimal point, so your bill came to $2,798.00
instead of $27.98. We apologize for the error.

P HRASE S :
            1. before we realized what we had done
            2. clerical errors occur at times
            3. failed to inform him that you had been given a discount
            4. does not get all the necessary information
            5. error in recording the payment
            6. failed to make the proper entry
            7. failure of our accounting controls
            8. incorrect computer entry
            9. it is sometimes the case that
            10. our data processing department erred
            11. our billing computer's hard drive crashed
            12. simply forgot to tell
            13. the error comes from our
            14. unfortunately sent out


S TEP 3
3. Explain what you and the reader must do to remedy the problem.

SENTENCES:
• When paying this month's bill, simply write your check for the correct amount and add a note to our
accounts manager, indicating that you talked with me.



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         29
• Please send us a check for the corrected amount. I have sent a note to the accounting department to
make the adjustment when they receive your check.

• We will apply the overcharge to next month's bill, unless you specifically request a refund check. We
will be happy to do as you request.

• Just write the correct amount in the "amount enclosed" box and send us the corresponding check.

• Please subtract $249 from the bill we sent you. The correct amount is $14,997, not $15,246.

• We will take care of this matter and assure you there is no further need for concern.

• We will take care of the matter. Your next statement should reflect the correction.

P HRASE S :
            1. account is clear
            2. accounting department will make the correction
            3. add a note to our accounts manager, indicating that
            4. as you can see from the enclosed statement
            5. have referred the problem to
            6. have contacted the agency and explained that
            7. have adjusted our records to reflect
            8. have enclosed a corrected invoice
            9. have sent a note to the accounting department
            10. have called a meeting to discuss
            11. have made the necessary adjustment in our records
            12. have credited you for the amount
            13. have taken action to rectify the situation
            14. have canceled the invoice amount
            15. have corrected the error
            16. have the option of canceling the policy or
            17. make every effort to avoid such mistakes
            18. send us the corresponding check
            19. simply write your check for
            20. specifically request a refund check
            21. subtract the amount from the bill
            22. will apply the overcharge toward next month's bill
            23. will gladly do as you request
            24. will make sure that
            25. will take every precaution to make certain that
            26. will take care of the matter


S TEP 4

4. Offer an apology.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         30
SENTENCES:

• We apologize and thank you for drawing our attention to this oversight. We appreciate your
patronage.

• We apologize for the inaccuracy. We are committed to providing accurate, professional banking
services.

• Jane, I am sorry about this oversight. You are a valued customer at our firm. In the future we will be
sure to double-check our invoices.

• We are sorry for the confusion this oversight has caused.

• Thank you for your patience and cooperation in correcting this oversight.

P HRASE S :
            1. apologize for this oversight
            2. apologize for the error
            3. apologize for the omission
            4. apologize for the inaccuracy
            5. apologize for any inconvenience
            6. appreciate your business
            7. are a valued customer
            8. please accept my sincere apology
            9. sorry about this oversight
            10. sorry for the confusion
            11. sorry for the mistake
            12. thank you for your patience
            13. very sorry for the inconvenience




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         31
A P O LO G I ZE FO R A LA T E PAY MENT

T IPS
Your apology should be brief and to the point. Your reputation as a trustworthy customer and credit risk
may be in question, so your immediate and thorough attention to the matter is important. Focus on your
actions to correct the problem so it won't happen again. A sincere, well-worded apology can do much to
defuse a potential problem.

S AMPLE L ETTERS
SAMPLE LET T ER 1

Enclosed is a check for $100.00 to complete payment on invoice #123. This check should cover the
entire overdue balance. Please accept our apologies for this oversight. We are truly sorry for any
inconvenience it may have caused you.

SAMPLE LET T ER 2

By now you are aware that we did not make our March rent payment of $650. We have scrambled for
weeks to meet our expenses, but will not be able to get the payment to you until March 20. We
apologize for our late payment and hope you can work with us during this difficult time.

We appreciate all you do for us and want you to know we could not ask for a finer landlord. Thank you
for your understanding. Please look for the check to arrive in the mail soon.

SAMPLE LET T ER 3

I am sorry that you have not yet received my payment this month. I recently found an error in my
account and didn't want to send the payment until I was sure that check would not be returned. The bank
has since accepted responsibility for the error, and I plan to have the funds transferred to you
immediately.

The bank has assured me that the circumstances that led to the oversight are unusual and it is unlikely
that this will ever happen again. I have been happy with our business relationship and trust that this
incident will not jeopardize our future dealings.

SAMPLE LET T ER 4

Please find enclosed with this letter a check for two months' payment, plus a late fee. I am sorry for the
delay, but I was unable to send last month's payment on time due to unexpected medical expenses. I
appreciate the opportunity to do business with you and ask for your understanding during this temporary
financial difficulty.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          32
SAMPLE LET T ER 5

Enclosed is a check for half the amount of rent I owe you. I expect to be able to pay the outstanding
balance, including the late fee, on or before the 20th. I am sorry to be so late with my payment, and hope
that this has not caused you any great inconvenience. My hours at work were cut unexpectedly, leaving
me short of money this week. I am just starting another job and will be able to pay on time in the future.

S TEP 1
1. State what has or is being done about the outstanding payment.

SENTENCES:

• Enclosed is our check for $330.

• Please find the enclosed check for $41.98. It covers our bill from last month for account #123.

• Enclosed is my credit card number. Please use it to pay this month's rent.

• Until now we were simply unable to pay our bills.

• I am writing to inform you that we will be three days late on our compressor payment. You will get
our check on Wednesday. Thank you for your patience.

P HRASE S :
            1. attached is my check for
            2. attached is my check for
            3. called my bank immediately
            4. covering the extra charges for
            5. enclosing a check
            6. have enclosed an additional fee
            7. have now corrected this error
            8. have enclosed a money order to cover the cost
            9. have enclosed our check for
            10. immediately deposited ample funds to cover the amount of
            11. it covers our bill from
            12. our accounting department failed to notify
            13. please find enclosed my personal check in the amount of
            14. please find the enclosed check for
            15. remailed the payment
            16. should get it today
            17. the letter pertains to an unpaid bill for
            18. the full amount still owed to you
            19. the check is now in the mail
            20. the envelope was returned to our office
            21. the bank will send you a note of apology
            22. this check should cover the full amount



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         33
            23. to cover the cost
            24. will get our check on
            25. will start paying on
            26. writing to inform you that


S TEP 2

2. Apologize for your lateness.

SENTENCES:
• We apologize for this late payment. Since this is our first payment under the new billing cycle, could
you please waive the late fee?

• We apologize for this late payment. We have had a series of problems with our computer that we have
now corrected.

• I hope my late payment has not caused any inconvenience and apologize if it has.

• We apologize for this unfortunate set of circumstances. If you have any questions, please contact our
lawyer at 555-5555.

• We apologize for these circumstances. We will be able to begin paying creditors at the beginning of
next month. Please bear with us until then.

• We apologize for this inconvenience.

• Thank you for your patience. We are sorry that this payment is late.

• I assure you that this was an exceptional circumstance. We are committed to follow the payment
schedule that we worked out. We are sorry for any inconvenience this may have caused.

P HRASE S :
            1. accept my thanks and apologies
            2. apologize for this late payment
            3. apologize if it has caused any inconvenience
            4. apologize for any concern that
            5. apologize for the inconvenience
            6. apologize for the oversight
            7. apologize for any unpleasantness
            8. apologize for not writing sooner
            9. are sorry that this payment is late
            10. hope that the delay has not caused you any inconvenience
            11. inadvertently underpaid the balance due
            12. note of apology for
            13. offer my apologies for the mix-up



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         34
            14. our first payment under the new billing cycle
            15. please bear with us until
            16. please accept our apology for the error
            17. regret that we
            18. sorry you had to wait so long for
            19. sorry to have caused you inconvenience
            20. this was an exceptional circumstance
            21. will be able to begin paying
            22. wish to apologize


S TEP 3

3. End with a positive statement.

SENTENCES:
• I assure you this will not happen again. It has always been a pleasure banking with Doe Bank.

• We value our relationship with your firm and we look forward to doing continued business with you
on this project.

• Since this was a bizarre occurrence, I can assure you that future payments will be on time. Thank you
for your understanding.

• I assure you we are committed to making prompt and timely payments. Thank you for your
understanding.

• Thank you for your patience. I assure you that this was an exceptional circumstance which we will not
repeat.

P HRASE S :
            1. assured that the check will be
            2. assure you that all future payments will be on time
            3. assure you that this was an exceptional circumstance
            4. been a pleasure doing business with
            5. future payments will be on time
            6. assure you this will not happen again
            7. it has always been a pleasure
            8. look forward to doing continued business with you
            9. our relationship with your firm
            10. thank you for your understanding
            11. value our relationship with
            12. value your goodwill
            13. will continue to recommend




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                       35
A POLOG IZE FO R A M ISSE D D EADLINE

T IPS
Apologize for a missed deadline as soon as possible after the incident. The tone of your letter should be
very considerate and respectful because you have probably caused some inconvenience. The letter
should focus on actions taken to make up for the missed deadline. A sincere, well-worded apology
followed by positive action can do much to undo any damage to your reputation.

S AMPLE L ETTERS
SAMPLE LET T ER 1

I am truly sorry and very embarrassed about not finishing the report by the deadline. I know you are
eager to have the entire study completed by June 1, so I am working nights to have this to you by May
25. You can count on it being delivered by special mail on or before that date. I will do everything I can
to make this project a success. I appreciate the opportunity to work on it, and I thank you for your
patience.

SAMPLE LET T ER 2

My response to your January 5 survey is enclosed. I apologize for missing your January 15 deadline.
Our students returned to school on January 7, and I have been very busy with the new semester. Still, I
have made every effort to give you accurate information. Even though my response is late, I hope you
will be able to use it in your final document.

SAMPLE LET T ER 3

We are sorry that we were unable to deliver your furniture yesterday. Because we have only two
delivery people, we were left shorthanded when one of them became ill.

To ensure that this does not happen again, we have hired temporary workers and rescheduled your
delivery appointment for 9:00 a.m. Friday morning. We appreciate your patience. Your business is
important to us, and we hope that this incident will not hurt our relationship.

SAMPLE LET T ER 5

I am sorry I missed last week's deadline for registration for the small business owners' convention. I was
not sure until today whether I would be able to attend. I hope you are still able to accept my registration,
which I have included with a check. If so, please send me confirmation of my enrollment; If not, please
return the check to me. Thank you for your assistance with this matter.

SAMPLE LET T ER 6

I apologize for not getting the brochure materials to you on time. Unfortunately, we needed some
changes in the art work, and they will take several more days to complete. I should have all the materials


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                            36
ready by Tuesday of next week, and will deliver them to you personally at that time. I would appreciate
your printing the brochures as soon as possible after that.

I realize that this tardiness affects your printing schedule, and apologize for any inconvenience this delay
may have caused you.

S TEP 1
1. Begin with a straightforward apology.

SENTENCES:

• I am sorry I missed the deadline yesterday. I know it was an important one.

• We are sorry that the motor you ordered arrived after the date requested for delivery.

• Thank you for your generous offer to extend the deadline. This will help us immensely. Nevertheless,
we apologize for putting you in this position.

• I apologize for not getting the Doe report to you on Wednesday.

• I apologize for missing today's deadline for getting all blueprints for the new Springfield office
complex to the surveyors.

• Although tomorrow is the deadline we agreed upon for finishing our project, I must apologize for the
fact that it will not be completed.

• We apologize for not installing your new water heater on the day we had planned.

P HRASE S :
            1. accept our sincerest apologies
            2. apologize for not getting the report to you on time
            3. apologize for putting you in this position
            4. apologize for not getting the claim information to you earlier
            5. apologize for not being ready to install your
            6. apologize for missing this morning's deadline
            7. delays due to inadequate planning
            8. inadvertently filed instead of mailed
            9. problems completing your newsletter on time
            10. simply too big for me to finish in the allotted time
            11. sorry I missed the deadline
            12. sorry that it arrived after the deadline
            13. sorry about the missed deadline
            14. was under the false impression that
            15. will be impossible to complete the project by the deadline




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          37
S TEP 2

2. State what action you will take to remedy the situation. Explain but do not excuse your tardiness; if
appropriate. Reaffirm your commitment to making things right.

SENTENCES:
• Although I have been working overtime on this project for the past few days, I underestimated the
time it would take to process the Doe data. But, as you can see by the enclosed sample of my work-in-
progress, the project is progressing well.

• We take full responsibility for missing the deadline. We have assigned extra personnel to the Doe
contract to ensure that this project is indeed done by Wednesday.

• Unusual weather conditions kept our driver from keeping to his schedule. Nevertheless, we take full
responsibility and pledge to do our best to ensure that this will not happen again.

• I have not yet received the needed information on the Doe contract from Jane. She has promised me
that as soon as she returns from the convention, she will send the documents to me by express mail. We
can trust Jane to do this.

• I have no excuse for my tardiness. You will have a copy of the finished report on your desk first thing
tomorrow morning.

• I have already gotten in touch with Doe Surveyors and they assure me that they do not need the
blueprints today. Nevertheless, I am committed to meeting the deadline, so they will have the prints by
this afternoon.

• We at Doe Water Heaters pride ourselves on prompt service. Unfortunately, the sudden freeze has
overloaded our delivery personnel, but we promise that we will install your new heater tomorrow
morning.

P HRASE S :
            1. revised a more realistic plan for
            2. as soon as I sign the documents
            3. as soon as she returns she will
            4. called the company this morning and
            5. committed to timely performance
            6. confirmed that he received it this morning
            7. devote extra energy to ensuring its accuracy
            8. discuss ways in which this project can
            9. first thing tomorrow morning
            10. full responsibility for missing the deadline
            11. has promised me that
            12. have already called ahead to make sure that
            13. have been working overtime on this project



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           38
            14. have assigned extra personnel to
            15. have already gotten in touch with
            16. said he had a detailed list for
            17. the completed report will be on your desk by
            18. they have assured me that
            19. to compensate for your inconvenience we will
            20. underestimated the time it would take
            21. will mail a copy to you
            22. will send the documents by express mail


S TEP 3
3. Thank the reader for his or her understanding. Indicate that you value your business relationship and
assure the reader you will not repeat your tardiness.

SENTENCES:

• I will not let this happen again. I appreciate your understanding and your willingness to keep working
with us.

• Since we are in the same business as you are, we understand that the prompt delivery of merchandise
is essential for the company to function smoothly.

• We value the business relationship we have with your company and are eager to keep you as one of
our satisfied customers. We thank you for your tolerance of this unusual situation, and promise you
prompt delivery of future reports.

• Thank you for working with us to develop an alternate plan for completion. We have always
considered it a pleasure to work with your friendly staff.

• I know this deadline was a top priority for you. It was for me, too, and I assure you I will meet the
next one.

• I want to thank you for the way you handled this problem. I am sure I placed you in an awkward
position, and for that I apologize. I am committed to this project and assure you this will not happen
again.

• We understand that such inconveniences can be very frustrating. Thank you for your patience.

• I know what it is like to have someone fail to follow through on a commitment, so I sincerely
appreciate your patience. I assure you that the report will be on your desk Monday morning.

• We consider you one of our best clients, and appreciate your willingness to extend the deadline.

P HRASE S :
            1. always considered it a pleasure to work with your


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          39
            2. am committed to this project
            3. appreciate your understanding
            4. appreciate your willingness to extend the
            5. appreciate your giving us the opportunity to
            6. assure you I will not repeat my tardiness
            7. assure you prompt delivery of the
            8. assure you that this
            9. eager to keep you as one of our many satisfied customers
            10. essential to the smooth functioning of your company
            11. let us know what you would like us to do
            12. sincerely appreciate your patience
            13. sincerely appreciate the confidence that
            14. thank you for the way you handled this problem
            15. thank you for your understanding
            16. thank you for your patience
            17. thank you for working with us on
            18. the confidence you have placed in our staff
            19. the assurance of my full cooperation
            20. value the business relationship we have with your company
            21. value customers like you
            22. will meet future deadlines
            23. will not let this happen again
            24. will keep in close touch with
            25. you are generous to
            26. your willingness to work with us
            27. your tolerance of this unusual situation




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.        40
A POLOG IZE FOR M ISSING O R BE IN G L AT E T O A ME E T IN G
OR APPO INTMENT

T IPS
Write this letter as soon as possible after the incident. Don't apologize unless you plan to take full
responsibility, and don't blame anyone.

S AMPLE L ETTERS
SAMPLE LET T ER 1

All I can do is offer my sincere apologies for missing our appointment this afternoon. Of all this year's
meetings, this was the one I wanted and needed to attend. I had no idea we would be held up in the
holiday traffic for so long. I have resisted buying a cellular phone, but today's frustration has convinced
me that I must get one. I hope I can still have a chance to present my proposal to you and Mr. Doe. My
sincere thanks for your patience and consideration.

SAMPLE LET T ER 2

Please forgive me for missing our Tuesday appointment. I realize that you had to rearrange your
schedule only to be frustrated. Ever since we agreed to hold the meeting, I have looked forward to
exchanging ideas and deciding on a plan of action. Somehow, I thought the meeting was at 11 a.m. so I
spent the time in my office preparing a presentation. From now on, I will check my calendar first thing
in the morning. Can we reschedule? I am still very interested in meeting with you. And again, please
forgive my temporary absent-mindedness.

SAMPLE LET T ER 3

I apologize for coming late to the division meeting this morning. One of my staff came to my office with
a serious personal problem and I had to make a choice. I stayed to talk with him. I realize that I missed
an opportunity to give my report. I hope I can still give it in our next meeting. I know it must be
frustrating for you to not have my information at the outset. I fully support the division's initiatives and
want to do my best to contribute to them.

SAMPLE LET T ER 4

I am sorry I missed our appointment yesterday. I had been looking forward to our meeting today, but
when I rechecked my calendar I discovered that the meeting was, in fact, scheduled for yesterday.

I realize how busy you are and that your time is valuable, but I hope this oversight will not prevent us
from rescheduling our appointment. Meeting with you means a great deal to me, and I assure you, this
will not happen again.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                            41
S TEP 1

1. Begin with a straightforward apology.

SENTENCES:

• I am sorry I missed our appointment Friday. I know it was an important one.

• John, I would like to apologize for missing the staff meeting today.

• I apologize for any inconvenience I may have caused by being late to this morning's staff meeting.

• I am sorry that conflicting schedules kept me from keeping our appointment yesterday.

• I apologize that I made people wait for me to deliver my presentation.

• Jane, I am sorry I was late for the training session this morning.

• John, I am sorry that I was late for our lunch last Friday.

• Jane, I apologize that I had to be absent from this morning's meeting.

P HRASE S :
            1. apologize for any inconvenience I may have caused by being late
            2. apologize for missing
            3. express regret for not being able to attend
            4. extend my apologies
            5. forgive me for missing our lunch
            6. missed my appointment
            7. hope you will accept my apology
            8. last minute change of plans
            9. made the mistake of
            10. made people wait for me
            11. no excuse could possibly convey my regret
            12. oversight caused
            13. please accept my apology for not meeting you
            14. sincerest apologies
            15. regretfully, I was out of the office when you called
            16. sorry I missed our appointment on
            17. sorry that other commitments
            18. understand your concern with my being late
            19. was absent from this morning's meeting
            20. was late for the training session




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        42
S TEP 2

2. Indicate that you understand the seriousness of your absence and that you value your relationship with
the reader. You may want to explain your lateness, but don't blame anyone.

SENTENCES:
• I was very disappointed that I had to miss our appointment because of other commitments.

• Being late for this meeting was the last thing I wanted to happen. Of all the mornings to find the
interstate highway closed! Please accept my sincerest apologies.

• I understand that I missed an important meeting this morning. I apologize that I let you and the
company down.

• Our meeting is still a priority with me. Please contact my secretary and make another appointment. I
look forward to getting together.

• I am especially embarrassed about this because I value our friendship so much. Please forgive me.

• I value punctuality and assure you this will not happen again.

• I was wrong. I have no excuse. I assure you this will not happen again.

• I didn't know that this morning's meeting was a formal meeting meant to convene at exactly 10:00
a.m. I was under the impression that it was an informal discussion group. I was late because I was
working on the project discussed, and I wanted to be ready to share the latest developments. I assure you
that I am still firmly committed to the Doe contract and apologize for any inconvenience I may have
caused.

P HRASE S :
            1. all flights were canceled out of
            2. am especially embarrassed about this
            3. am very disappointed that
            4. an accident on the freeway kept me from
            5. anxious to talk with you about
            6. apologize that I
            7. ask for your understanding
            8. assure you that
            9. didn't realize that the meeting was
            10. feel bad about forgetting to
            11. had to miss our appointment because
            12. had to forsake several obligations
            13. had been informed that
            14. have briefed me on concerns
            15. look forward to our getting together
            16. missed an important meeting


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         43
            17. problem required my presence
            18. really have no excuse
            19. still a priority
            20. still firmly committed to
            21. the last thing I wanted to happen
            22. value our friendship
            23. wanted to be ready to share my ideas on
            24. was working on the
            25. was under the impression that


S TEP 3

3. Acknowledge your reader's frustration, if appropriate, and end with a positive statement.

SENTENCES:
• I assure you this will not happen again. I will be prepared and on time for tomorrow's meeting.

• I intend to stay in town the night before our next meeting so neither of us need be concerned with
delays in traffic.

• I am very excited to do my part in our weekly planning sessions and am eager for the next one on
Wednesday.

• I know missing a meeting could appear to be a lack of commitment, but I missed the meeting because
I was preparing graphs for the Doe proposal.

• I know what it is like to be stood up for an important appointment, so I sincerely appreciate your
patience and ask your forgiveness.

• I appreciate the professional manner in which you handled the incident this morning. I apologize if my
tardiness put you in an awkward position with the manager.

• I understand that such inconveniences can be very frustrating.

• If you are willing, I would like to reschedule for Wednesday. This time please let me pay for lunch.

P HRASE S :
            1.   am as disappointed as you are that
            2.   appreciate your support
            3.   could we reschedule our meeting for
            4.   enjoy a leisurely lunch
            5.   get to together at your convenience
            6.   have learned from this mistake
            7.   hope to make it up to you
            8.   know I caused you frustration



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           44
            9. know missing a meeting can make it look like
            10. let us reschedule for
            11. sincerely appreciate your patience with
            12. sorry my tardiness put you on the spot
            13. sorry my tardiness embarrassed
            14. such inconveniences can be very frustrating
            15. thank you for the professional manner
            16. thanks for your understanding
            17. will be prepared and on time at




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.   45
A P O LO G I ZE FO R P O O R O R INADEQUAT E SE RV ICE

T IPS
Write this letter as soon as possible after the incident. Don't apologize unless you plan to take full
responsibility. A sincere, well-worded apology can be very effective in winning back disgruntled
customers and business associates.

S AMPLE L ETTERS
SAMPLE LET T ER 1

We hope you will accept our sincere apologies for the inconvenience your party experienced when you
held an anniversary celebration in our ballroom. I know it was important for you to begin at 6:00 p.m.,
and the failure of our other guests to leave the room on time was a frustration to us all. Thank you for
your patience while we enlisted the help of several additional persons to help with your setup.

To avoid such problems in the future, we are allowing more time between scheduled events, and are
imposing a surcharge on any group that does not leave the ballroom by the scheduled time.

We have enjoyed working with your social committee, and we look forward to serving you more
efficiently in the future. Again, our sincere apologies.

SAMPLE LET T ER 2

Your comments regarding the service you received at our store are very important to us. We want
customers to enjoy shopping at Doe's, so your report of a disturbing experience with one of our sales
persons is a serious concern for us. First, let us express our deepest apologies. You deserve only the best
service, especially when you visit Doe's. Second, we are questioning our staff and will take appropriate
action. Finally, the next time you visit our store, please ask for me. I will personally give you a special
discount on your purchase and provide you with the service you should expect at Doe's. Thank you for
reporting this incident.

SAMPLE LET T ER 3

Please accept my apology for the manner in which we handled your complaint this morning. Our
salesperson has worked here only two weeks and was unaware of our policy on returned goods. We
know the incident must have been very unpleasant for you. The salesperson in question will receive
special training during the next two weeks so he will be better prepared to serve all our customers. We
look forward to serving you in the coming months.

SAMPLE LET T ER 4

I am sorry that you received inferior service when you brought an important out-of-town client to dine at
our restaurant last Saturday evening. I know how frustrating it is to have plans for an elegant evening
unexpectedly go awry.


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                             46
I appreciate your making me aware of the situation. To solve the problem, I am placing a few of our best
servers on call during peak evening hours. Please accept the $50.00 gift certificate I have enclosed as a
token of my appreciation for your patronage and a gesture of my desire to make amends.

S TEP 1

1. Begin with a straightforward apology that refers to the offense.

SENTENCES:
• We apologize that the water fountains we installed in your office were not the model you ordered.

• We apologize that we lost a tightening screw when we replaced the air filter on your truck last week.

• We are sorry that you were not satisfied with the service you received at the Doe Family Restaurant.

• We apologize that our technician did not stay longer to answer your questions about the humidifier
she installed.

• Jane, I apologize that the project team did not get the Doe report to you yesterday.

• We apologize for the way our representative treated you in our showroom.

• I was distressed to learn that the service we provided was inadequate. I apologize.

• We apologize that our sales representative did not give you an instruction manual for the network we
installed in your office.

• We apologize that we did not respond promptly to your service call.

P HRASE S :
            1. apologize that the project team did not
            2. apologize for the canceled
            3. did not respond promptly to
            4. did not give you
            5. distressed to learn that
            6. mechanical problems arise
            7. problems come up that
            8. salesperson did not give
            9. service we provided was inadequate
            10. that your first experience with us
            11. the way our order department handled
            12. the way you were treated in our showroom
            13. unable to meet your expectations
            14. was not the model you had ordered
            15. were not satisfied with the service



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        47
S TEP 2

2. Acknowledge their frustration and thank them for their concern.

SENTENCES:

• Jane, thank you for pointing this matter out to us. Once again your keen insight is valuable to both our
firms.

• We are proud of our 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
to our attention.

• I understand that such inconveniences can be very frustrating. Thank you for your patience.

• I know it was an important report and you needed it to start work on your end of the project.

• We too are upset when things like this happen. Let me assure you that we will respond quickly to
remedy the situation.

• We understand your frustration. Thank you for bringing this matter to our attention.

• On behalf of Doe Associates, I thank you for your patience.

P HRASE S :
            1. appreciate your patience
            2. calling my attention to the frustration you
            3. causes inconvenience and delay
            4. dependable service one expects
            5. does not adequately meet your needs
            6. frustration you have experienced
            7. get an immediate answer
            8. give our customers the courtesy and friendliness that
            9. haven't done our job in training new personnel
            10. hope you will continue to
            11. in appreciation of your support for
            12. make every effort to see that
            13. needed it to start work on
            14. particularly concerned when
            15. put the safety of our passengers first
            16. regret this unfortunate situation
            17. regret any inconvenience
            18. sorry this happened to you
            19. such inconveniences can be very frustrating
            20. thank you for writing
            21. thank you for giving us the opportunity to resolve the problem
            22. understand your frustration



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          48
            23. upset when things like this happen
            24. was an important report
            25. when customers feel we have treated them poorly
            26. will act quickly to remedy the situation


S TEP 3

3. Mention any specific steps taken to correct the problem. End with a positive statement.

SENTENCES:
• By the time you receive this letter, our service personnel should have already installed your new water
fountains. We hope you will contact us at 555-5555 if you have further questions or concerns. Thank
you for your patience.

• Our technician will be in Springfield Tuesday through Thursday. She plans to stop by your office to
give a detailed presentation explaining the functions of your humidifier. Please call Jane at 555-5555 to
arrange an appointment. Again, we are sorry that she did not do this the last time she was in town.

• I discussed your phone call with the employee involved. She understands your concern and knows 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 visit the Doe Family Restaurant.

• The recent snow storms have made it difficult to serve our customers quickly, but we will do our best
to get to you as soon as possible.

• I have instructed Jane, our service coordinator, to stop by your factory in Springfield. She will bring
the equipment necessary to replace the parts on your water fountains.

• The manuals are out of print. A new printing will be ready at the beginning of next month, but since
you cannot wait that long to begin using your network, please call Jane, our network specialist, and she
will answer your questions.

• I assure you this won't happen again.

• We value our relationship with your firm and are committed to providing top quality service.

• We at Doe Service make customer satisfaction top priority. We hope you enjoy your new cooler. If
you have questions please call John at 555-5555.

• 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.

P HRASE S :
            1. a new printing will be ready on



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          49
            2. appreciate your concern because it helps
            3. beginning more rigorous training
            4. bring with her the equipment necessary to
            5. bring this letter to our membership office
            6. come up with a plan that
            7. discussed your phone call with the employee
            8. ensure that those errors will not be repeated
            9. explaining the functions of your
            10. channel all requests through
            11. get to you as soon as possible
            12. give a detailed presentation explaining
            13. give better service when
            14. have instructed our service coordinator to
            15. have enclosed the completed version of the report
            16. our technician will be in
            17. plans to stop by your office to give
            18. plans to improve support services to
            19. please accept this gift certificate for a free
            20. replace the parts on your
            21. service personnel should have already
            22. will uncover the root of the problem
            23. will make every effort to see that
            24. will do our best to get to




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.   50
A P O LO G I ZE FO R A S H IP PIN G DE LA Y O R E R R O R

T IPS
Write this letter as soon as possible after the incident. Do not apologize unless you plan to take full
responsibility, and in no way blame your reader or anyone else. A sincere, well-worded apology can be
effective in winning back a concerned customer's confidence and patronage.

S AMPLE L ETTERS
SAMPLE LET T ER 1

Our sincere apologies for the mixup on your fruit tree order. It was clear that you ordered dwarf trees,
and we mistakenly sent regular stock. We are sending you dwarf replacement trees immediately. You
need not return the trees you have received. Thank you for your understanding. We appreciate serving
your garden needs.

SAMPLE LET T ER 2

We are sorry you did not receive your package as promptly as you expected. We experienced an
unusually large number of orders, which disrupted our normal delivery schedule. To serve you better
and faster, we are busy expanding our staff. Again, we apologize for any inconvenience we might have
caused and look forward to filling your future orders in timely manner.

SAMPLE LET T ER 3

Thank you for your phone call informing us that you had not received your shipment of glasses. I
apologize for the delay. Because of the strike, we were unable to get the necessary shipping cartons from
our supplier. We did ship the glasses by express mail on Saturday, so you should receive them soon after
this letter. We regret the inconvenience this may have caused. In the future we will keep an extra supply
of shipping materials on hand. We look forward to doing business with you for years to come.

SAMPLE LET T ER 4

Please accept our sincere apology for the error we made in your last order. We are sending you the
correct size dress, along with a coupon for $5 off your next order from our catalog. We hope this has not
caused you too much inconvenience. We appreciate your business and will make every effort in the
future to send you the correct merchandise.

SAMPLE LET T ER 5

I am sorry the blazer we sent you was the wrong size. Such errors are rare, but unfortunately do occur
from time to time. We have shipped you another blazer, which you should receive in a day or two.
Please use the packing materials and the enclosed prepaid shipping label to send the original blazer back
to us.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         51
I hope you will also use the attached coupon, which will give you a 20% discount on your next purchase
from our catalog.

S TEP 1

1. Begin with a straightforward apology that refers to the problem.

SENTENCES:

• We are sorry you did not receive your order of 500 steel bearings last week.

• I am sorry that your tuna shipment did not arrive at the warehouse as planned.

• We are sorry that you have not yet received your order.

• We are sorry that you received the wrong video.

• Thank you for choosing Doe Supply for your automotive needs. We are sorry that your tire shipment
will be delayed.

• We are surprised that you did not receive your shipment of auto parts and apologize for the delay.

• We are sorry that your television did not arrive with the June shipment.

P HRASE S :
            1. accept our apologies for the delay
            2. apologies for the mix-up with
            3. apologize that your shipment will be delayed
            4. apologize that your shipment of
            5. apologize for inaccurate information
            6. apologize for the delay
            7. are unable to ship it because
            8. certainly justified in being upset with
            9. did not arrive at the warehouse as planned
            10. did indeed ship you the wrong ones
            11. don't know what happened to your shipment
            12. error that led to our misunderstanding
            13. error crept in because
            14. experiencing delay in filling orders
            15. found the source of the error
            16. have not been able to deliver your
            17. made an error in putting your shipment together
            18. most sincere apology for
            19. perplexed that you did not receive your shipment
            20. shipped the wrong order
            21. sorry that your order did not arrive with
            22. sorry for the delay



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         52
            23. this item is on back order
            24. unfortunately fell behind in our orders


S TEP 2
2. Briefly explain, without excuse, what happened.

SENTENCES:

• We managed to track down your shipment. Unfortunately, it was routed to a steamer headed for a
Pacific Island. We apparently entered the wrong shipping code into the computer.

• The trucking strike has caused delays throughout our industry. We hope the temporary personnel we
hired can help us get caught up with shipments.

• As you have undoubtedly read in the newspapers, the trucking strike has caused delays throughout our
industry. We are making other shipping arrangements and hope to get your filters to you with only a
slight delay.

• While tracking the source of the error, we discovered that we sent your shipment to Springville instead
of Springfield.

• Our packing room manager was injured setting up a fireworks display last week. He assures us that he
will be back at work on Monday.

• We still have not figured out why the original package did not get to you. While we are investigating
this problem, we will send you a duplicate by certified mail.

• We are still not sure what happened to our shipment. Our truck driver has not responded to calls on
the CB and we are concerned because of the civil unrest in that part of the country. As soon as we find
out anything we will let you know.

• We made contact with Jane, the driver, and she reported having transmission problems that will make
her two days late. She assured us she will be in by Friday with your furniture. We regret this unfortunate
delay.

• As you can imagine the months of May through August are busy times in the roofing business.
Occasionally we fall behind because of high demand.

P HRASE S :
            1.   change of personnel in the department
            2.   could not provide us with
            3.   developed mechanical problems that made it unsafe
            4.   discovered that your shipment was sent to
            5.   disrupted by a mechanical problem with



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         53
            6. entered the wrong shipping code
            7. fell behind because of high demand
            8. get caught up with shipments
            9. getting the plane off the ground on schedule
            10. had more scheduled than they could handle
            11. inclement weather caused
            12. investigating this problem
            13. making other shipping arrangements
            14. packing room manager was injured
            15. reported having transmission problems
            16. track down your shipment
            17. truck driver has not responded to
            18. trucking strike has caused delays
            19. was at the loading ramp at


S TEP 3

3. Explain what you have done (or will do) to fix the situation.

SENTENCES:

• We will do all we can to make sure you get your shipment as soon as possible.

• We have already mailed you a copy of the new video. With this package we have enclosed a prepaid
mailer you can use to return the old one.

• As soon as we found out what happened, we called our driver and instructed him to take a different
route.

• As soon as we found out what happened, we put your order on rush delivery. It should be at your
office tomorrow.

• I have sent your order by express mail. Your software should arrive in time for your presentation on
Tuesday.

• We have hired a new group of temporary employees and hope to put your order on next week's truck
to Springfield.

• We have contacted our driver and have instructed him to stop at your store when he comes back
through Springfield at the end of his route. You can expect him tomorrow.

• We sent a duplicate shipment on March 2, the day your letter arrived.

• Unfortunately, there is nothing we can do at this point except wait for Jane to arrive. I am sure she will
come as quickly as possible.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           54
P HRASE S :
            1. already mailed you a copy of
            2. called our driver and instructed him to
            3. can expect him tomorrow
            4. do all we can to make sure
            5. enclosed a prepaid mailer you can use to return the
            6. every effort to see that it doesn't happen in the future
            7. instituting a more rigorous training program
            8. make sure you get your shipment as soon as possible
            9. make every effort to
            10. preparing a complimentary
            11. put your order on rush delivery
            12. sent your order by express mail
            13. sent a duplicate shipment on
            14. will uncover the root of the problem
            15. will do our best to give you better service
            16. will not repeat those errors


S TEP 4

4. Express your concern and end on a positive note.

SENTENCES:
• We apologize for any inconvenience this may have caused you, and we hope that our proposed
remedy is satisfactory. If you have further questions or concerns, please call 555-5555.

• Thank you for your order. We assure you that we will do our best to prevent a recurrence of this
problem.

• We apologize for the confusion. We are committed to providing prompt and efficient service.

• Thank you for your patience. I know it can be frustrating when a delivery date is uncertain. We trust
we have taken sufficient measures to remedy this situation and that we will be able to count you as one
of our many satisfied customers.

• Thanks for bringing this to my attention. I value your perceptiveness and have always enjoyed the
professional relationship we have had with your firm.

P HRASE S :
            1.   apologize for any inconvenience
            2.   can be frustrating when
            3.   committed to providing prompt and efficient service
            4.   do our best to prevent a repeat of
            5.   further questions or concerns please call
            6.   hope you will continue to



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        55
            7. hope that the measures we have taken will
            8. hope that our proposed remedy is satisfactory
            9. appreciate your support
            10. make every effort to support our clients
            11. remain deserving of your
            12. thank you for giving us the opportunity to
            13. value our business relationship
            14. value your friendship




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.   56
A POLOG IZE TO AN EMP LOY E E O R E MP LO YE E S

T IPS
Write this brief letter as soon as possible after the incident. The apology should be unilateral. Do not
attempt to apologize unless you plan to take full responsibility. A sincere, well-worded apology coupled
with action goes a long way toward patching up damaged relationships with employees.

S AMPLE L ETTERS
SAMPLE LET T ER 1

I apologize for the delay in sending last month's paychecks. I realize that you, too, need to meet your
monthly obligations in a timely manner, and such delays do not help.

To avoid such frustrations in the future, we are changing to a computer system that will prepare checks a
week in advance for distribution on payday. This unfortunate event should never be repeated. Thank you
for your patience and understanding.

SAMPLE LET T ER 2

I understand that some of you have taken offense at my comments in Friday's meeting. I apologize to
anyone I may have hurt. Sometimes we tend to be a little harder on those who we care about the most.

We share common goals of creating and selling the best products in the market, and I want us all to
succeed. To lead you in that effort, we need to tap your ideas and hear your concerns. Please be prepared
to meet with me in your groups. I will also be available for individual appointments. Call Jane to
schedule times. Together we can achieve our goals and have fun in the process.

SAMPLE LET T ER 3

I apologize for my failure to coordinate our efforts on the Springfield job. I know many of you lost
valuable time waiting on some other phase of the job. This is unacceptable and will not happen again. I
have instructed John Doe in payroll to pay everyone who lost time on the Springfield job for a full day's
work. It is very important to me that we continue working together to provide the best remodeling in the
business.

SAMPLE LET T ER 4

Please accept my sincere apology for forgetting to schedule the time off that you had requested. It
slipped my mind when I was making up the calendar, and then I went out of town and didn't have a
chance to correct my mistake. To help make up for it, I have scheduled you for Friday, Saturday, and
Sunday off this week. I hope my error didn't cause you too much of a problem. I appreciate your
professional attitude and the good job you do. I will make every effort to see that this doesn't happen
again.



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          57
SAMPLE LET T ER 5

I apologize for failing to mention that you had prepared the graphs for this morning's presentation. It
must have been frustrating for you to not have your hard work acknowledged. As soon as I realized what
I had done, I e-mailed all the board members, thanking them for attending and informing them that you
were responsible for the excellent graphs. I hope this will help to make up for my oversight.

S TEP 1
1. Begin with a straightforward apology.

SENTENCES:

• I am truly sorry that the Christmas bonus checks were not ready for distribution at the Christmas
party. It was disappointing for me not to be able to hand out your well-deserved bonuses this year as
usual.

• I apologize to everyone in the Research and Development Division for not being able to attend your
division party last week.

• I am sorry that I forgot to mention your very important contribution to the Doe project at the awards
banquet.

• John, this is a very difficult letter for me to write, so I will just tell you the bad news directly. The
company has not approved the raise that I said was imminent. I am very sorry.

• I am sorry I snapped at you during this morning's staff meeting.

• Please accept my apologies for seeming somewhat paranoid these days. I assure you, it is no reflection
on you.

• I am very sorry to inform you that due to financial constraints, there will be no Christmas bonus in
your December paycheck this year. For this I sincerely apologize.

P HRASE S :
            1. an apology is in order for
            2. company cannot afford to give you the raise that
            3. due to financial constraints there will be no Christmas bonus
            4. forgot to mention your very important contribution to the
            5. none of it is personal
            6. not being able to attend your division party
            7. oversight was not intentional
            8. please accept my apology for
            9. prefer to be candid with the bad news
            10. sorry I snapped at you during




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                               58
S TEP 2

2. Acknowledge your reader's frustration, if appropriate.

SENTENCES:

• I know this must be frustrating to you. I appreciate your patience.

• It was gracious of you to invite me, and I understand that you made special preparations for my
coming. I was very much looking forward to being there, but emergency business prevented me.

• I certainly hope I did not embarrass you or hurt your feelings. I know I am embarrassed by what I did.

• I know this news must be very frustrating for you. Thank you for your patience. I am confident that
with hard work and dedication we will soon rebound from this slump.

P HRASE S :
            1. am sure this caused you a great inconvenience
            2. appreciate your patience
            3. don't blame you for being
            4. hope I did not embarrass you or hurt your feelings
            5. it was very gracious of you to invite me
            6. must be frustrating to you
            7. must be extremely disappointed
            8. sorry to cause you such
            9. sorry to be the cause of
            10. this news must be frustrating
            11. understand that you made special preparations
            12. you are thoroughly justified in


S TEP 3

3. If necessary, mention any action you will take to compensate your employee(s). End on a positive
note.

SENTENCES:
• I hope this did not cause great inconvenience to anyone. The checks should be ready to be picked up
on January 5. Thank you for your understanding.

• I really would like to visit your division. If it is convenient for you, I would enjoy coming to next
year's party or to an earlier event.

• As I nervously read the script for the presentation, I missed a few names, including yours. I regret that
I did not publicly acknowledge your special skills and expertise, which we value so highly. I apologize


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           59
for my mistake, but will recognize you and the others in a special section of the company newsletter. We
appreciate the work you do at Doe Associates and hope to have you with us for many more years.

• Unfortunately, our early projections did not anticipate the merger. Thank you for your hard work at
our firm. I promise I will do my best to see that you receive your long-overdue raise.

• Let me assure you that my reaction had more to do with insufficient caffeine intake this morning than
it did with anything that you did. Thank you for your hard work.

• I know this is small compensation for a canceled Christmas bonus, but I have managed to get a
truckload of excellent roasting turkeys from Springfield Farm--one for every employee. At your
convenience, please pick up your turkey from Jane Doe at the loading dock.

P HRASE S :
            1. appreciate the work you do at
            2. appreciate your support
            3. appreciate your professional attitude
            4. checks should be ready to be picked up on
            5. have managed to
            6. please pick up your turkey from
            7. promise I will do my best to see that
            8. really would like to
            9. thank you for your understanding
            10. was very pleased with your
            11. will recognize you in a special
            12. will be more sensitive in the future




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        60
A POLOG IZE FO R BET RAYE D TRU ST

T IPS
Write this brief letter as soon as possible after the incident. Don't apologize unless you plan to take full
responsibility. Focus your comments on the actions you are taking to rectify the situation, not on the
damage done. A sincere, well-worded apology, coupled with action, goes a long way towards patching
up a damaged relationship. Although it is best to apologize face to face for a betrayed trust, or with a
handwritten note, these tips will help you organize your thoughts.

S AMPLE L ETTERS
SAMPLE LET T ER 1

Jane, this is the hardest letter I have ever written. I feel terrible that I let John know you were planning to
leave the firm. We were discussing pending changes, and I foolishly mentioned the possibility without
remembering your concern. I didn't say it would happen, but I obviously said too much.

I don't blame you for being very upset with me. I can only ask your forgiveness and try to make it up to
you somehow. I value your friendship very much and hope it can continue in spite of my stupidity.

SAMPLE LET T ER 2

John, please forgive me. I had no right to tell anyone about your thoughts of resigning. I can only
imagine the shock and disappointment you felt towards me. This incident has been a harsh teacher of the
importance of keeping personal information confidential. I only hope I can regain your trust by assuring
you such carelessness will never happen again. Friends like you are hard to find, and I very much want
to continue our rewarding association.

SAMPLE LET T ER 3

I apologize for the distress I have caused you. I promised that I would keep your plans for next year
confidential. At the party last night we were discussing prospects for the new year, and I heard myself
revealing your plans. This was a terrible breach of confidence. Please forgive me. I value your
friendship and will work hard to regain your trust.

SAMPLE LET T ER 4

I want you to know how terribly sorry I am for my poor judgment in accepting a date with your former
fiancé, John. When he asked me to go to the concert with him I was excited because the show was sold
out and I really wanted to go. But, I didn't think enough about how you would feel about my going with
John where you had planned to go.

I hope you can forgive me for being so insensitive. Our friendship is too important to me to jeopardize
it. I am truly sorry for hurting you this way.



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                             61
SAMPLE LET T ER 5

I apologize for writing a personal check on the club account. I was in a hurry and inadvertently pulled
the wrong checkbook out of my purse when I paid for groceries. I didn't realize what I had done until the
next bank statement arrived.

As the treasurer, I am aware of the position of trust in which I have been placed, and have always been
very careful up till now to fulfill my responsibilities with integrity. I paid the money back as soon as I
realized what had happened, and assure you that I will be more careful in future, but if you feel it
necessary to replace me, I will understand.

S TEP 1

1. Begin with a straightforward apology.

SENTENCES:

• Jane, I am so sorry that I gave your phone number to John. It totally slipped my mind that you told me
that you did not want him to have it.

• I am sorry I told Jane about your illness. I feel so ashamed. It came out in conversation before I
realized my error. I completely forgot that it was a confidential matter.

• I am so sorry that I did not show up for our dinner date last night.

• Dad, I am so sorry about taking your car without asking permission, but I am even more sorry that I
might have lost your trust.

• I am sorry that I misspent money from the family business. I realize my actions have caused the whole
family hardship.

P HRASE S :
            1. a confidential matter
            2. before I realized my error
            3. came out in conversation
            4. completely forgot that
            5. devastated that my actions have caused
            6. didn't stop to think that
            7. didn't think that
            8. feel so ashamed
            9. feel terrible that I failed to
            10. forgive me for the thoughtless disclosure
            11. nothing more I can say than
            12. sorry that I did not
            13. sorry that I gave your
            14. sorry that I damaged our relationship



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           62
            15. sorry about
            16. thoughtless disclosure
            17. told me that you did not want
            18. totally slipped my mind that
            19. truly sorry I told Jane about
            20. was not supposed to
            21. wish there was a way to


S TEP 2

2. Acknowledge the reader's frustration.

SENTENCES:
• Thank you for the way you handled the incident at the time. I am sure that my actions must have
caused you great distress.

• I know you must think me stupid to do something like this. I don't know what I was thinking. I gave
him your number before I realized what I had done.

• I can imagine that all sorts of things went through your mind. Thank you for your patience and
understanding.

• I know you must be extremely disappointed in me, and I don't blame you if you are furious.

• I know it must be awful to have your best friend violate your trust in this way.

• I know nothing disappoints a father more than a son who violates his trust.

• I can imagine how angry you must have been. I am grateful for the patience you demonstrated after
the incident.

P HRASE S :
            1. before I realized what I had done
            2. can only imagine how you feel
            3. can imagine how angry you must have been
            4. caused you great distress
            5. damaged our relationship
            6. don't blame you if
            7. don't know what I was thinking
            8. for me to do something like this
            9. grateful for the patience you showed
            10. have your best friend violate your trust
            11. know I can't remove the hurt I have caused, but
            12. must be extremely disappointed in me
            13. must be awful to have
            14. must think me stupid to



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                       63
            15. nothing disappoints a father more than
            16. sincerely apologize for making you
            17. violated your trust
            18. what I did must have angered you


S TEP 3
3. Express remorse about what you did, ask for forgiveness and, if appropriate, mention any action you
will take to remedy the situation.

SENTENCES:

• I deeply regret my actions and know I violated your trust. I hope that in time you will be able to
forgive me.

• Please forgive me for this mistake. I did not intend to cause you any distress. Although I mentioned
your illness to Jane, she seemed to understand the importance of keeping the matter confidential.

• I am so sorry about the time you spent waiting for me. I was called in to work unexpectedly, and
forgot about our date until it was too late to call you. I don't know how I can regain your trust, but please
let me try.

• I have put the duplicate family car keys that you gave me for my birthday in this envelope. They are a
token of trust that I do not feel that I deserve at this moment. I ask your forgiveness, but I realize it may
take some time. I intend to pay the insurance deductible for the repairs from money I have saved from
my job.

• I was sure the investment was sound, but realize now that I have a lot to learn. I fully expect to repay
the family account from the wages I earn at the store and promise this will not happen again.

P HRASE S :
            1. a token of trust that I do not feel that I deserve
            2. broke a promise to you by mentioning your illness
            3. did not intend to cause you any distress
            4. don't know how I can regain your trust
            5. so sorry about the time you spent waiting for
            6. feel especially bad about
            7. feel very ashamed of what I did
            8. forgive me for this mistake
            9. fully expect to repay the family account
            10. have put the copies of the family car keys that
            11. intend to pay the insurance deductible
            12. nothing worse for a son than knowing that he willfully
            13. prove myself to you so you can forgive me
            14. realize now that I have a lot to learn




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                             64
S TEP 4

4. End with a positive statement, if appropriate.

SENTENCES:

• I feel especially bad about this mistake since you have always been such a true and loyal friend. I hope
I can prove myself worthy of your friendship once more.

• Please let me try to make amends by taking you out to dinner on Friday. This time I guarantee
business affairs will not disrupt our evening.

• I am so glad to have a friend like you. Considering the circumstances, you were much more
understanding than I deserved.

• I promise that this will not happen again. I will make sure of it.

• I hope I can regain what I have lost. I appreciate you very much.

• I promise this won't happen again.

P HRASE S :
            1. have always been such a loyal friend
            2. hope we can still continue our business relationship
            3. hope I can prove myself worthy of your
            4. please let me try to make amends by
            5. promise this won't happen again
            6. sincerely appreciate your friendship
            7. so glad to have a friend like you
            8. were so much more understanding than I deserve
            9. will be all yours
            10. will not happen again
            11. will make sure of it
            12. try to make amends
            13. considering the circumstances
            14. worthy of your friendship




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         65
A POLOG IZE FOR DAMAGED P RO P ER T Y

T IPS
Write this letter as soon as possible after the incident. Don't apologize unless you plan to take full
responsibility. Focus your comments on actions you are taking to rectify the situation rather than on the
damage you have done. Be prepared to offer appropriate compensation. A sincere, well-worded apology
coupled with action goes a long way toward patching up a damaged relationship.

S AMPLE L ETTERS
SAMPLE LET T ER 1

I am very sorry and embarrassed that I knocked down your fence post as I was backing out of your
driveway last night. I know you had worked hard to get that fence built, only to have someone like me
damage it. I offer no excuse. I simply wasn't paying attention.

Of course I will pay for the repair as soon as possible. Jane said that your home owner's insurance policy
may cover the damage, so she told me to wait until she had called the company. I'll be glad to follow
through on the repairs. It's the least I can do. Thanks for putting up with me. I'll be in touch.

SAMPLE LET T ER 2

I am terribly sorry that I damaged the book you lent me. I know you take pride in your book collection,
so having this happen is undoubtedly disturbing. I will try to replace it if it is still in print. Otherwise, I
will compensate you for it. Our friendship is too important to not make this right.

SAMPLE LET T ER 3

I am sorry for the damage we did to your fruit tree. My children were playing in the tree when the limb
broke. I realize you must be very disturbed at the loss of the fruit and the damage to the tree, because
you take such good care of your trees and yard. Of course my children are banned from your yard, and
our family has agreed to work together to compensate you for your loss. Please let me know what a fair
sum would be to pay for the tree surgeon and to cover the cost of the lost fruit. We want to be good
neighbors and good friends.

SAMPLE LET T ER 4

Please accept my sincere apology for the damage I did to your car yesterday. Of course my insurance
will completely cover the cost of repairs, but I know this will still cause you great inconvenience. I
deeply regret my carelessness and the trouble this has caused you. You can be sure that I will be more
careful in the future.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                                66
SAMPLE LET T ER 5

You were so gracious last night when I spilled coffee on your dress, but it really was my own fault and
I'm sorry for my carelessness. I can imagine how frustrating it must have been for you to have such a
beautiful outfit ruined. Please, will you allow me to pay for having it cleaned?

If the fabric is damaged to the point where professional cleaning won't help, I will be only too pleased to
replace the dress. Just have the bills sent to me or send me the receipts. It really is the least I can do.

S TEP 1

1. Begin with a straightforward apology that refers to the offense.

SENTENCES:

• I am sorry about the damage to your car.

• Dad, I am so sorry about taking your car without asking permission, but I am even more sorry that I
betrayed your trust.

• On behalf of Doe University, I apologize for the animal carcass that our students left in your driveway
last night.

• I would like to apologize for the graffiti my son spray-painted on your garage door. John will offer his
own apology in person.

• I apologize that my Cub Scout pack damaged the Indian display in your museum.

• I am sorry that my baseball broke your window.

P HRASE S :
            1. apologize for my carelessness that caused
            2. apologize for the damage to
            3. by no means meant to
            4. deeply regret that
            5. deeply sorry that
            6. feel very bad about the damage to
            7. hope you can forgive
            8. please let me apologize for
            9. please accept my deepest apologies for
            10. sorry I shattered your beautiful
            11. sorry for the carelessness that caused
            12. sorry that I didn't see
            13. sorry that I wrecked
            14. sorry about the damage to your




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          67
S TEP 2

2. Acknowledge your reader's frustration.

SENTENCES:

• I know this must have frustrated you terribly. Thank you for your patience. I assure you that I will not
rest until you have been compensated for your troubles.

• I am sure this caused you great inconvenience, and you are thoroughly justified in being upset about
this incident.

• I know this has caused you great inconvenience.

• I know you must be extremely disappointed in me, and I don't blame you.

• I realize the effort it takes to maintain a quality museum.

• Thank you for the way you handled the incident. You showed remarkable restraint in quietly asking us
to leave.

• I can imagine how angry you must have been, so I am grateful for the patience you showed our son
after the incident.

• Dad, if there is nothing worse for a father than knowing his son violated his trust, there is nothing
worse for a son than knowing that he willfully disappointed his dad. I am very sorry. I promise this
won't happen again.

P HRASE S :
            1. after all you did to
            2. can imagine how upset you must have been
            3. don't blame you if you are angry
            4. don't blame you for feeling
            5. grateful for the patience you showed
            6. have admirable self-restraint
            7. must be extremely disappointed in
            8. must be very angry with
            9. must have frustrated you terribly
            10. realize the effort it takes
            11. realize that this caused
            12. showed remarkable restraint
            13. spent a lot of time
            14. sure this caused you great inconvenience
            15. thoroughly justified in being very upset at
            16. tries anyone's patience
            17. understand your displeasure with
            18. very kind in the face of


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                            68
            19. work hard to maintain a quality
            20. wouldn't blame you for


S TEP 3
3. Offer appropriate compensation or restitution for the damage. End on a hopeful note.

SENTENCES:

• I asked the receptionist at the Doe building if he knew who the car belonged to, but he did not. I
waited to see if the owner would return, but I had to leave. My phone number is 555-5555. Please give
me a call. I have already notified my insurance agent.

• The board has placed the fraternity responsible for the damage on probation. In order to normalize
relations, they must first replace the broken object. If they do not contact you in a few days, please let
me know at 555-5555.

• I have told John that he will have to repaint your garage door himself, and we will deduct the costs for
paint and supplies from his allowance. This will be a valuable learning experience for him. Let me
assure you that John's vandalism did not stem from any ill will toward you or your family.

• I have taken up this matter with John, and he has assured me that he will pay for the damage and be
more careful from now on.

• At last night's pack meeting we discussed what happened, and each boy regretted his actions. I know
that some of the artifacts are unique and irreplaceable, and that keeping up a museum is costly. Please
accept our $50 donation toward the upkeep of the museum. The boys agreed that we should forgo our
fishing trip next month and contribute the allotted money as well.

• In your letter you mentioned that you are a fan of university athletics. Please accept these free tickets
to Doe University's home football game next Saturday.

• My Dad says your window will cost $30 to fix, so I have enclosed that amount in this envelope. I will
come and help you install it, if you want. Next time, we won't play baseball near your house. I apologize
for the trouble I caused.

P HRASE S :
            1.   although it will not be exactly the same
            2.   am responsible for the damage, so I will
            3.   assist in the rebuilding
            4.   compensate you for the loss
            5.   feel that I must
            6.   have notified my insurance agent
            7.   have enclosed that amount
            8.   have taken up this matter with
            9.   intend to pay the insurance deductible


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                            69
            10. pay the bill you received from the
            11. please accept this gift
            12. please accept these flowers as a token of
            13. please accept our donation toward the upkeep of
            14. want to make amends
            15. want to pay for the damages
            16. will have a repairman fix
            17. will repaint your garage door
            18. will deduct the cost of paint and supplies from
            19. will personally take care of
            20. will not feel good about it until I have
            21. willing to do whatever is necessary to




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.   70
A POLOG IZE FOR SO MEO NE E LSE ( PERSON AL )

T IPS
Normally, one should apologize on one's own behalf; however, if you are in some way responsible for
the offender's behavior--as a parent or youth leader, for example--you may write an apology, even
though the offender also writes one. Write this letter as soon as possible after the incident.

S AMPLE L ETTERS
SAMPLE LET T ER 1

I am writing to apologize for the behavior of some members of our soccer team at the regional finals last
week. We all know that emotions can get heated when close calls are made in intense games, but it does
not excuse the language and behavior of some of our players.

I, too, was personally shocked and offended by their actions, which were a direct contravention of the
values of dignity and good sportsmanship we teach in our school. The offending players are being
disciplined, and will not have their athletic scholarships renewed. Please convey my personal apologies
to the faculty and students of Doe College, for whom we have the utmost respect.

SAMPLE LET T ER 2

I feel terrible about the damage John did to your garden. Being a gardener myself, I realize how much
work you put into making it productive. I know I would be displeased if someone were to run carelessly
through my carefully planted tomatoes. John feels bad about what he did, and although he cannot repair
the damage, he says he wants to compensate you by doing yard work for you this fall. If you agree, I
think this would be a good lesson for John.

SAMPLE LET T ER 3

I apologize for the damage my son did to your screen door. John has delivered newspapers for two years
and this is the first glass he has broken. He is embarrassed and understands your frustration. Will you
please have the glass repaired and give me the bill. John will be over to personally apologize and pay for
the repairs. You have been a good customer for John, and he looks forward to serving you as long as he
has this paper route.

SAMPLE LET T ER 4

I hope you will accept my sincere apology for the excessive noise my class made yesterday afternoon.
They got so involved with the activity we were doing that they completely forgot about keeping their
voices down, and I must admit that I got carried away as well. I'm sorry that we disturbed and distracted
your class from their lesson. I will make a greater effort in the future to keep my class's enthusiasm
within acceptable limits.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         71
SAMPLE LET T ER 5

I apologize for the behavior of our second-grade classes at the dress rehearsal of your excellent show.
They were certainly disruptive, and I was only amazed at how well your actors managed to keep going,
in spite of the noise.

Their teachers have spoken to them, and the children have prepared cards and pictures for the cast, to
express their own apologies. Will you please pass these on to Mrs. Doe and the cast?

In the meantime, I think we have learned from this experience that our second-grade students are too
young to sit through a full-length show. We will exclude them in the future, if you open dress rehearsals
to us again. Our older students and staff certainly appreciate your kindness in this area very much.

SAMPLE LET T ER 6

I am so sorry the children behaved so badly when you were baby sitting for us last night. It must have
been exhausting for you. I really don't know what got into them, though Jane was running a slight fever
this morning, so it's possible that she wasn't feeling well. I told them that if they were going to be so
naughty, you would not baby sit them again, and Eric in particular became quite tearful. You really are
their favorite baby sitter.

Eric and Jane have both promised that if you will give them another chance they will be "as good as
gold." In any case, this is up to you. Please let me know if you would prefer not to take care of them
again.

S TEP 1

1. Begin with a straightforward apology that refers to the offense.

SENTENCES:
• On behalf of Doe University, I apologize for the animal carcass that some of our students left in your
driveway last night.

• John, I am sorry that the security guard did not recognize you and prevented your entrance when you
came to the plant.

• I am very sorry that my daughter caused the death of your cat.

• I would like to apologize for the graffiti my son spray-painted on your garage door. John will offer his
own apology in person.

• I apologize that my Cub Scout pack damaged the Indian display in your museum.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          72
P HRASE S :
            1. apologize for his behavior
            2. apologize on behalf of
            3. believe an apology is in order for
            4. do not tolerate such behavior in our
            5. feel a shared responsibility to apologize
            6. feel there is no excuse for
            7. feel bad that
            8. offensive behavior saddened us
            9. on behalf of the university, I apologize for
            10. please accept my personal apology for
            11. rest assured that we do not
            12. since I am his supervisor, I feel
            13. sorry he gave you trouble
            14. sorry that my daughter caused
            15. want you to know that we are upset that
            16. would like to add my apology
            17. would like to apologize for


S TEP 2

2. Acknowledge the reader's frustration.

SENTENCES:

• I know this incident must have caused you great inconvenience, and you are thoroughly justified in
being upset.

• I realize you work hard to maintain an extensive collection.

• Thank you for the way you handled the incident at the time. You showed remarkable restraint in
quietly asking us to leave.

• I know that it is frustrating to know that you have a right to be somewhere, but security personnel,
following the prescribed protocol, hinder your efforts. Again, I apologize.

• I understand that such inconveniences can be very frustrating. Thank you for your patience.

• I know how your family must feel. Our dog, Rusty, had to be put to sleep a few months ago. It was a
grave loss for the entire family. Our kids loved your cat, Missy, and she was a friendly, familiar feature
in the neighborhood.

• I can imagine how upset you must have been, so I am grateful for the self-restraint you showed after
the incident.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          73
P HRASE S :
            1. after all you had done to
            2. are thoroughly justified in being upset
            3. can imagine how upset you must have been
            4. deeply sorry to have caused you
            5. don't blame you for feeling
            6. grateful for the self-restraint you showed
            7. have admirable self-restraint
            8. it is frustrating to know that
            9. know how your family must feel
            10. must have been extremely frustrating to
            11. must be extremely disappointed in
            12. must be very angry with
            13. realize you work hard to
            14. realize that this incident caused
            15. showed remarkable restraint
            16. spent a lot of time
            17. sure this caused you great inconvenience
            18. thoroughly justified in being very upset
            19. understand that such inconveniences can be very frustrating
            20. understand your displeasure with
            21. very kind in the face of
            22. were very kind in spite of
            23. work hard to maintain a first rate
            24. would try anyone's patience
            25. wouldn't blame you for


S TEP 3
3. Mention any specific steps taken to correct the problem. End with a positive statement, and offer
some form of compensation or restitution, if appropriate.

SENTENCES:
• I realize this small gesture can in no way replace your loss, but please accept these flowers as a token
of our regret and the high esteem in which we hold you and your family.

• The board has placed the fraternity responsible for this prank on probation. In order to make amends,
they must first pay the bill. If they do not contact you in a few days, please let me know at 555-5555.

• I have told John that he will have to repaint your garage door himself, and we will deduct the costs for
paint and supplies from his allowance. This will be a good learning experience for him. Let me assure
you that John's vandalism did not come from any ill will toward you or your family.

• I have taken up this matter with John, and he has assured me that he will not repeat his behavior.

• At last night's pack meeting we discussed what happened, and the boys were all very sorry for what
they had done. I know that some of the artifacts are unique and irreplaceable, and that keeping up a


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           74
museum is costly. Please accept our $50 donation of toward the upkeep of the museum. The boys agreed
that we should forego our fishing trip next month and contribute the dues.

• In your letter you mentioned that you are a fan of university athletics. Please accept these free tickets
to Doe University's home football game next Saturday as compensation for your inconvenience.

• Let's reschedule for next Wednesday. This time I will pick you up myself, and we will come to the
plant together.

P HRASE S :
            1. although it will not be exactly the same
            2. as compensation for
            3. assist in the rebuilding of
            4. compensate you for the loss of
            5. feel that I must
            6. has taken up this matter with
            7. has put that amount in this envelope
            8. has agreed to pay the bill
            9. has contacted his insurance company to
            10. hope to continue our good relationship
            11. pay the bill you received from the
            12. please accept a donation
            13. please accept this gift
            14. taken up the matter with
            15. want to make restitution
            16. wants to pay for the damages
            17. wants to make everything right
            18. will be a worthwhile lesson
            19. will get an estimate of the cost
            20. will repair it myself
            21. will not feel good about it until I have
            22. will personally take care of
            23. will speak to you next week to determine
            24. will work every Saturday morning until
            25. willing to do whatever is necessary to
            26. wish to make amends




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           75
W RITE A PERSON AL AP OLOG Y

T IPS
Write this brief letter as soon as possible after the incident. Focus on actions you are taking to rectify the
situation, rather than on the damage you may have caused. A sincere, well-worded apology coupled with
action goes a long way toward patching up a damaged relationship.

S AMPLE L ETTERS
SAMPLE LET T ER 1

I feel I must apologize to you personally for misquoting your comment on the bond issue. I know how
frustrating it can be to work hard for a cause and then have it misrepresented to those who will benefit
most from it. The misunderstanding came when we transcribed your comments from a damaged tape
recording of your talk Thursday evening.

As soon as we realized we had made a mistake, we printed an explanation and clarification of your
position and gave each student a copy to take home. We are also printing a retraction in the local
newspaper. I apologize for the misunderstanding and wish you success with the bond issue.

SAMPLE LET T ER 2

My comments about your withdrawal from the project were inexcusable. I realize that I do not know all
the issues.

Sometimes I am too quick to comment before having all the facts. Had I known about your accident, I
surely would have held my tongue.

I promise to be more considerate in the future.

SAMPLE LET T ER 3

I apologize for my most inappropriate behavior at your dinner party. I realize you were counting on a
relaxing evening, and my lack of restraint must have taxed you greatly. Please understand that this is not
my normal mode of behavior. I hope you will accept these flowers as a token of my apology, and
consider joining me for a relaxing dinner party at my home in the near future.

SAMPLE LET T ER 4

Please accept my sincere apology for the disagreement we had yesterday afternoon. I am truly sorry if I
offended you. When I feel passionately about an issue, I sometimes express my ideas and feelings too
strongly, and I'm afraid that's what happened yesterday. Even though we have different opinions in this
area, I want you to know that I respect your point of view and I enjoy discussing issues with you. I hope
you will forgive me. I don't want our friendship to be affected negatively by this disagreement.



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                             76
SAMPLE LET T ER 5

I am so sorry I missed our appointment last Tuesday morning. It must have been very upsetting for you
to make all the effort to get to my office on time, only to have me fail to arrive. Unfortunately, my
daughter was involved in a car accident, and everything else simply slipped my mind.

Would you prefer to reschedule next time you are in Springfield, or simply speak on the phone? I will be
visiting Centerville during the week of June 10, and we could arrange to meet then if you like. In any
case, when we do meet, let me take you out to lunch. I look forward to hearing from you.

SAMPL E LET T ER 6

This is very embarrassing for me to have to admit, but I simply cannot find the book you lent me. I have
searched everywhere I can think of, but it seems to have disappeared. I'm very sorry, John, particularly
as you warned me that it is out of print. I have contacted all the second-hand bookstores in town, and
they have agreed to look out for it, and Doe Books also told me about a book search service located in
Springfield. I am waiting to hear back from them.

I will keep on trying until I locate another copy in good condition for you, but in the meantime I ask you
please to accept my sincere apologies.

S TEP 1

1. Begin with a straightforward apology that refers to the offense.

SENTENCES:

• I apologize for failing to return your phone call.

• I feel I owe you an apology for my insensitive comment last night.

• I am sorry I missed our appointment on Tuesday.

• I am very sorry I forgot your birthday. I always look forward to celebrating your birthday, so I was
devastated when I realized I had forgotten it.

• I am sorry for the way I acted at your party last night. I could tell that you had put a lot of work into
making sure everyone was having a good time. Everyone was--until my unfortunate comment.

• I am sorry that the information I gave you was inaccurate.

• I apologize for not acknowledging your excellent performance in helping secure the Doe contract.

• I apologize for any inconvenience my lateness may have caused.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                            77
P HRASE S :
            1. apologize for any inconvenience I may have caused
            2. apologize for the damage to
            3. apologize for not acknowledging your excellent performance in
            4. apologize for the damage my daughter did
            5. apologize for my inattention that caused
            6. apologize for this inconvenience
            7. by no means meant to
            8. deeply regret that
            9. don't have an excuse for the delay, but I am truly sorry
            10. extremely sorry that
            11. feel very bad about the damage to
            12. hope you will forgive the long delay in
            13. hope you can forgive
            14. let me apologize for not returning your
            15. owe you an apology for not returning them sooner
            16. please accept my deepest apologies for
            17. please let me apologize for
            18. please forgive me for not writing
            19. please accept my sincerest apologies for the delay
            20. please excuse my delay in thanking you for
            21. regret that I shattered your beautiful
            22. sorry about the damage to your
            23. sorry that I didn't see
            24. sorry that I damaged
            25. sorry about the carelessness that caused
            26. sorry I didn't return your book sooner
            27. sorry I didn't check with you before the
            28. sorry for the way I acted at your party last night
            29. sorry I forgot your birthday
            30. sorry that I didn't return your phone call
            31. sorry I missed our appointment on
            32. sorry that the information I gave you was inaccurate
            33. very distressed about


S TEP 2
2. Acknowledge the reader's frustration.

SENTENCES:

• Thank you for the way you handled the incident at the time. I am sure what I said must have been
embarrassing. You showed remarkable restraint in quietly asking me to leave.

• I understand that such inconveniences can be very frustrating. Thank you for your patience.

• Jane, I know you were looking forward to our lunch date as much as I was.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        78
• I know what it is like to have a no-show for an important appointment, so I sincerely appreciate your
patience with me.

• I know it can be extremely frustrating when you have worked hard on a project only to see other
people get the recognition.

• I can imagine how upset you must have been. I am grateful for the restraint you demonstrated after the
incident.

P HRASE S :
            1. after all you had done to
            2. can imagine how upset you must have been
            3. did not get the recognition you deserve
            4. don't blame you for feeling
            5. grateful for the patience you showed
            6. have experienced similar frustration with
            7. have had to put up with
            8. have admirable self-restraint
            9. imagine it can be pretty annoying to
            10. know what it is like to be
            11. know you were really looking forward to
            12. know it can be extremely frustrating when
            13. must be extremely disappointed in
            14. must be very angry
            15. must have frustrated you terribly
            16. others do not understand what
            17. realize you work hard to
            18. realize that it must be difficult to
            19. realize that this caused
            20. showed remarkable restraint
            21. spent a lot of time
            22. sure this caused a great inconvenience
            23. thank you for the way you handled the incident
            24. the oversight was inexcusable
            25. thoroughly justified in being upset at
            26. try to understand your frustration
            27. understand your displeasure with
            28. understand that such inconveniences can be
            29. very kind in the face of
            30. was embarrassing for both of us
            31. what I said must have embarrassed
            32. work hard to maintain a first rate
            33. would try anyone's patience
            34. wouldn't blame you for
            35. your feelings are justified, considering




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        79
S TEP 3

3. If applicable, mention any specific steps taken to correct the problem. You may want to explain how
the offense happened, but do not blame someone else.

SENTENCES:
• I realize this small gesture can in no way make up for your loss, but please accept these flowers as a
token of my good will and the high esteem in which I hold you and your family.

• My behavior was inexcusable, but I assure you this will not happen again.

• I have told John that he will have to repaint your garage door himself, and we will deduct the costs for
paint and supplies from his allowance. This will be a valuable learning experience for him. Let me
assure you that John's vandalism did not come from any ill will toward you or your family.

• With this letter I have enclosed a check that should cover the cost of having your carpet cleaned.

• Enclosed is a revised report with corrected information. I have told Jane that I am to blame for the
inaccurate statistics she received.

• I had problems with my answering machine, so I didn't get your message. The machine is working
now, so please give me a call.

• I have taken up this matter with young John and he has assured me that he has learned his lesson.

P HRASE S :
            1. although it will not be exactly the same
            2. am responsible for the damage so I will
            3. are mailing the booklets you ordered
            4. assist in the rebuilding of
            5. assure you this will not happen again
            6. compensate you for the loss of
            7. enclosed is a revised report with correct information
            8. expect to have it ready by the end of the week
            9. feel that I must
            10. happy to send you our records of
            11. have taken up this matter with
            12. have enclosed a check to cover the cost of
            13. have enclosed that amount
            14. information you requested will be
            15. let me pay the insurance deductible
            16. my insurance should cover the damages
            17. pay the bill you received from the
            18. please accept these flowers as a token of my
            19. please accept our donation toward the upkeep of
            20. promise a long letter when I return



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          80
            21. want to pay for the damages
            22. want to make amends
            23. will not feel good about it until I have
            24. will have a repairman fix
            25. will personally take care of
            26. will replace the book next week
            27. will send you a copy
            28. will talk with John to
            29. willing to do whatever is necessary to


S TEP 4
4. If your apology concerns a problem you were unaware of, thank the reader for bringing it to your
attention.

SENTENCES:

• I was not aware that my daughter had been playing with lighted candles. Thank you for pointing this
out to me so my husband and I could have a talk with her.

• I really did not know I was behaving inappropriately. Thank you for telling me.

• Thank you for caring enough to tell us that you caught John in the act. It gives us a chance to work
with him on his problem. We appreciate the courteous manner in which you brought this to our
attention.

• I didn't realize my dog had an accident on your carpet. Thank you for letting me know that his training
is not yet completed.

• It is fortunate for us that you were so alert in catching this error. Thank you for pointing it out.

P HRASE S :
            1. appreciate the friendly way in which you
            2. appreciate your letting me know
            3. didn't know that the agreement
            4. didn't know that you had requested
            5. didn't know that she hadn't returned
            6. didn't realize that
            7. fortunate for us that you were so alert
            8. found out that this happened before
            9. had no idea that it would
            10. it was important for us to
            11. need to know these things
            12. need to improve communications with
            13. really did not know that
            14. thank you for caring enough to tell us that you
            15. thank you for telling me



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            16. thank you for letting me know
            17. thank you for pointing out
            18. thanks for calling this matter to my attention
            19. was under the impression that
            20. was not aware that
            21. was unfortunately not aware that


S TEP 5

5. End with a positive statement and offer some form of compensation or restitution, if appropriate.

SENTENCES:
• Apart from this incident, we enjoyed our stay. Thank you for helping make our family visit a pleasant
one.

• Jane, I know that you would never ask, but please let me pay your carpet cleaning bill.

• Please accept the enclosed check as compensation for your damaged doll. We regret the unfortunate
incident that marred an otherwise rewarding experience.

• Thank you for pointing out this mistake to me. I am always eager to improve my work.

• Let's reschedule for Wednesday so I can make it up to you. This time please allow me to provide the
lunch.

• Because of your performance on the Doe contract, I am pleased to reward your efforts with a well-
deserved raise. Thank you for your valuable contribution.

P HRASE S :
            1. although it will not be exactly the same
            2. am responsible for the damage, so I will
            3. appreciate your lending me this interesting book
            4. assist in the rebuilding
            5. compensate you for the loss of
            6. feel that I must
            7. glad you found some of the data useful
            8. have taken up this matter with
            9. have enclosed that amount
            10. have decided to give
            11. hope to have the opportunity to
            12. it was kind of you to lend me the
            13. let me buy lunch
            14. look forward to working with
            15. please accept the enclosed check as compensation for
            16. please keep us in mind for future events
            17. please let me pay your



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                         82
            18. confident the event will be an outstanding success
            19. thank you for being patient
            20. thank you for pointing out that
            21. thank you again for a wonderful experience at
            22. thank you for your valuable contribution
            23. thank you for helping make our visit a pleasant one
            24. thank you so much for your generosity
            25. thanks so much for thinking of us
            26. to make it up to you, let us reschedule for
            27. want to make everything right
            28. want to pay for the damages
            29. will have a repairman fix
            30. will not feel good about it until I have
            31. will personally take care of
            32. willing to do whatever is necessary to




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.   83
A POLOG IZE FO R HU RT FE ELINGS

T IPS
Write this letter as soon as possible after the incident. Assume that your reader has good reasons for his
or her hurt feelings. Often, it is best to apologize in person or with a handwritten note. Even so, these
suggestions will help you organize your thoughts.

S AMPLE L ETTERS
SAMPLE LET T ER 1

I feel I owe you a personal apology for my insensitive comment at the meeting yesterday. I know these
days since John's funeral have been very difficult for you, and I was clearly out of order in making
reference to "merry widows." I'm sorry you had to suffer from my foolishness.

I hope you will be able to forgive me. I have tremendous respect for you and your abilities, and I hope
we can continue to work well together. I'm terribly sorry.

SAMPLE LET T ER 2

I'm sorry I spoke so sharply to you on the phone last night. As you know, I am a morning person and I
had been asleep for about fifteen minutes when you called. I'm not sure I was completely awake.

You are a dear friend, and I would not intentionally hurt your feelings. Please accept my apology and let
me make it up to you by taking you to lunch Friday. It's been a while since we had a good talk.

SAMPLE LET T ER 3

I am so sorry for the way I spoke about you in the interview. My comments were very insensitive and I
know they must have hurt you. I hope you will forgive me and try to understand how something like this
might happen when I open my big mouth. The trouble is, I tend to speak sarcastically even when my
audience might be apt to take me literally. I hope you will believe what you hear me say instead of what
you read. Our relationship is very valuable to me. I hope you will allow me to make this up to you.

SAMPLE LET T ER 4

I want you to know how sorry I am for the misunderstanding over who was going to pay for Jane's
birthday lunch. I assumed we would each pay an equal share, but I must have given you the impression
that the lunch was my treat. I am really embarrassed about the breakdown in communication. I will be
sure in the future that I make the arrangements clear ahead of time. Anyway, I am happy we could get
together; we don't see each other often enough. I am glad our friendship can survive misunderstandings
like these.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           84
S TEP 1

1. Begin with a straightforward apology. Do not rehash the incident, but be specific enough that your
reader will know that you acknowledge your error.

SENTENCES:
• I am sorry I missed our appointment on Tuesday. I know it was an important one.

• I am sorry for the way I acted at your party last night. I could tell that you had put a lot of work into
making sure everyone was having a good time. Everyone was, until my unfortunate comment.

• I'm sorry I didn't return your phone call.

• I am so sorry I forgot your birthday. My neglect was inexcusable. I always look forward to celebrating
your birthday, so I was devastated when I realized I had forgotten it.

• I apologize if I offended you by not accepting the ride you offered me this morning.

• I am sorry that I let our conversation last night escalate into an argument. I should not have continued
to pursue the issue.

• I apologize for not acknowledging your excellent performance in helping secure the Doe contract.

• I am sorry for snapping at you this morning.

P HRASE S :
            1. accept my apologies for any concern I have caused
            2. accept my apology for the unfortunate incident that
            3. am so sorry I forgot your birthday
            4. apologize for not acknowledging your excellent performance
            5. apologize for the concern I caused
            6. apologize if I offended you by
            7. apologize if this is the impression I gave
            8. apology for the inappropriate remarks
            9. behavior was very much out of character
            10. challenging circumstances can bring out the
            11. cringe every time I recall the remark that
            12. deeply regret that
            13. displayed poor judgment in
            14. feel guilty for having let this situation continue
            15. feel terrible because I think I may have hurt your feelings
            16. it was an important one
            17. it was certainly not my intention
            18. it was inexcusable
            19. just kept on pushing
            20. most inappropriate remarks



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            21. not my usual reaction
            22. recognize that it has caused changes in
            23. should have backed off when
            24. sincerely regret my actions
            25. sorry for snapping at you this morning
            26. sorry for the way I acted at your party
            27. sorry I missed our appointment on
            28. sorry that I did not return your phone call
            29. sorry that I let our conversation escalate into
            30. the consequences of my actions may
            31. think I owe you an apology
            32. until my unfortunate comment
            33. want to extend an apology to you for my part in the
            34. was devastated when I realized that I had


S TEP 2

2. Acknowledge the reader's pain, if appropriate.

SENTENCES:
• Thank you for the way you handled the incident at the time. I am sure I caused you an awkward
moment. You showed remarkable restraint in quietly asking me to leave.

• I know it can be extremely frustrating when you have worked hard on a project only to see other
people get the recognition.

• Jane, I know you were looking forward to our lunch date as much as I was. I am disappointed that my
forgetfulness caused us to miss it.

• I know how frustrating it is to leave several urgent messages for someone and receive no response.

• I know it is annoying when someone misses an important appointment, so I sincerely appreciate your
patience.

• I know it can be hurtful when you work hard on a project only to have your boss not acknowledge
your efforts. I assure you that I did notice and appreciate your efforts, even though in the presentation I
failed to mention it.

• I can imagine how hurt you must have been, so I am grateful for the kindness you showed me after the
incident.

P HRASE S :
            1.   after all you had done to
            2.   am aware that you were justifiably hurt
            3.   annoying when someone misses an important appointment
            4.   apologize for the concern I caused you


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            5. as disappointed as you are that
            6. can imagine how hurt you must have been when
            7. can imagine how upset you must have been
            8. can see why you felt that way
            9. can be hurtful when you work hard on a project only to have
            10. certainly didn't mean to hurt
            11. don't blame you for feeling
            12. extremely frustrating when you have
            13. feel bad that I caused
            14. grateful for the patience you showed
            15. have admirable self-restraint
            16. how frustrating it is to
            17. only to see other people get recognition
            18. realize that this caused
            19. realize you work hard to
            20. regret any embarrassment it may have caused you
            21. understand the hurt you feel
            22. understand the frustration that
            23. what I said must have put you in an awkward position
            24. wouldn't blame you for


S TEP 3

3. Ask for forgiveness and indicate that you value your relationship with the reader.

SENTENCES:

• Please forgive me. I promise this will never happen again.

• Please forgive me for what I said and accept these flowers as a token of my regret and of the high
esteem in which I hold you and your family.

• I am especially embarrassed about this since I value your friendship so much. Please forgive me.

• I value you as a colleague and friend. Please forgive me for my tactless oversight.

• I value your presence in class, and I am especially pleased when you share insights from your
European experience.

• I love you and regret causing you any pain. Thank you for caring enough to share your feelings with
me. Please forgive me for what I did. It won't happen again.

P HRASE S :
            1.   accept these flowers as a token of
            2.   accept this gift
            3.   am committed to our relationship
            4.   apologize for my part in the



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        87
            5. appreciate your decision to not
            6. are very special to me
            7. forgive me for my poor choice of words
            8. greatly respect you
            9. have missed you
            10. hope you will accept my apology
            11. hope we can put this unfortunate incident behind us
            12. hope you will consider a reinstatement for
            13. look forward to many good times
            14. please forgive me
            15. please forgive me for what I did
            16. please forgive me for my tactless oversight
            17. regret having hurt you
            18. truly appreciate all you have
            19. value your friendship so much
            20. value your presence in
            21. value you as a colleague and friend
            22. your friendship is very important to me


S TEP 4
4. Explain your behavior if appropriate, but do not excuse it in any way.

SENTENCES:
• I was frustrated because my hard disk had just crashed, and I lashed out at the person who happened to
be closest to me--you. I feel ashamed that I directed my anger toward you, especially since you were
kind enough to help me.

• I did not mean to ignore you. Evidently, the tape on my answering machine needed to be replaced. It
is now fixed, so call me anytime. I would love to hear from you.

• I was wrong. I have no excuse. I assure you this will not happen again.

• What I did was inexcusable. I can only promise to never do it again.

• I had already accepted John's offer for a ride, and I saw him coming just as you rolled down your
window to ask me. I think car pooling is a great idea. If you want, I will swing by and pick you up
tomorrow on the way to work.

• I can only explain my behavior by the terrible day I was having, but that is no excuse for treating you
the way I did. I know your day was challenging, too.

P HRASE S :
            1. acted too hastily
            2. become so focused on a single goal that
            3. did not mean to ignore



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                          88
            4. did not communicate well
            5. did not pay attention to
            6. didn't cope well with the pressures
            7. didn't handle the stress well
            8. everything went wrong
            9. feel ashamed that I directed my anger toward
            10. had incorrect information
            11. had already accepted another's offer
            12. let my personal problems get in the way
            13. problems seemed to multiply
            14. regret having let this situation continue
            15. studied the situation further and discovered that
            16. thought of it as a prank instead of
            17. was not considerate
            18. was upset that
            19. was frustrated because


S TEP 5
5. End with a positive statement.

SENTENCES:

• Friends like you are few and far between.

• Please accept the flowers with this note as a token of my affection.

• You are a true friend indeed.

• I assure you that this incident will not happen again.

• I am glad for a friend as understanding as you. I am looking forward to our luncheon on Friday.

• I am glad to have you as a co-worker and look forward to getting back to work tomorrow.

• To make it up to you, let's reschedule for Wednesday. This time, please let me provide lunch.

P HRASE S :
            1.   for my part, I will do my best to
            2.   friends like you are few and far between
            3.   glad for a friend as understanding as you
            4.   glad to have you as a co-worker
            5.   have been friends long before this
            6.   having a small get-together
            7.   look forward to sharing a pleasant evening with
            8.   make sure that we have this resolved
            9.   meeting the challenge with enthusiasm



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        89
            10. nothing similar will occur again
            11. please accept the flowers with this note as a token of
            12. please let me provide lunch
            13. promise to pay special attention to
            14. recommitted myself to
            15. rest assured that
            16. sincere thanks for your patience
            17. thank you for your kindness and fairness
            18. thank you for understanding
            19. thank your for your efforts
            20. to make it up to you, let's reschedule for
            21. true friend indeed




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.     90
A POLOG IZE FO R OF FEN SI VE BEHA VIOR

T IPS
Write this brief letter as soon as possible after the incident. Often this apology is best expressed with a
handwritten note. Even so, these suggestions can help you organize your thoughts.

S AMPLE L ETTERS
SAMPLE LET T ER 1

I owe an apology to all my co-workers and their families for my attempt at being funny at the company
picnic last Saturday. I realize now that my costume was offensive to you and your families. I am very
sorry.

I know you look forward to the annual picnic as a time for wholesome family activities, and my
insensitive garb was not appropriate. I can't undo what I have done, but you have my pledge to help keep
the quality of all our activities on a high plane from now on.

SAMPLE LET T ER 2

I apologize for walking out in the middle of your presentation. I know it was disruptive, and I may have
hurt your feelings.

I suddenly was not feeling well and thought it best to leave. I certainly am interested in your work and
hope to get a printed copy of your presentation.

SAMPLE LET T ER 3

I am sorry I took such an offensive tone of voice in speaking with you before your friends. It was not my
intention to humiliate you. My own annoyance at another matter clouded my judgment. Please forgive
me. I hope this unfortunate misstep will not jeopardize our friendship. You are one of the best friends I
have.

SAMPLE LET T ER 4

I want you to know how truly sorry I am for the joke I told at dinner last night. It was in very poor taste,
and I am sorry that it offended you. Looking back on it, I am glad that you let me know how you felt.
Please accept my sincere apology for my insensitivity and be assured that I will no longer tell jokes of
that type.

S TEP 1
1. Begin with a straightforward apology. Do not rehash the incident, but be specific enough that your
reader will know that you acknowledge your error.



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                            91
SENTENCES:

• I am sorry for the way I acted at your party last night. I could tell that you had put a lot of work into
making sure everyone was having a good time. Everyone was, until my unfortunate outburst.

• I am sorry for the way I behaved at last night's game. I was in a bad disposition and should have
stayed home.

• I am sorry for my behavior at the office party last night. I had no right to take any liberties with you.

• Jane, I apologize for the joke that I told at yesterday's meeting. It was offensive and inappropriate.
When I first began to write this letter, I thought I might say, "had I known you were there, I would not
have told that kind of joke," but I realize now that sexist jokes are never appropriate.

• John, I apologize for my bad taste at yesterday's meeting. My attempt at humor was offensive and
inappropriate. My wife helped me realize that ethnic jokes are never appropriate.

P HRASE S :
            1. apologize for the ethnic remarks I made
            2. apologize for the joke that I told at
            3. apologize for my behavior that
            4. apologize for making your job harder
            5. apologize for the sexist joke I made in
            6. apologize for the rude comment I made at
            7. apologize for letting my personal life get in the way of
            8. deeply sorry that I
            9. deeply regret my behavior
            10. didn't intend my comments to be
            11. ethnic jokes are never
            12. feel terrible that
            13. hope you can forgive me for
            14. made a fool of myself
            15. my attempt at humor was inappropriate
            16. need to respect others' beliefs
            17. not sure how I can possibly
            18. realize I was insensitive
            19. should have been more considerate
            20. sorry for the way I acted at your party
            21. sorry for what I did to you last night
            22. sorry I offended those who
            23. sorry for the way I behaved at last night's game
            24. there is no excuse for what I did
            25. truly regret that
            26. was offensive and inappropriate
            27. what I said was in bad taste




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                             92
S TEP 2

2. Acknowledge the reader's feelings, if appropriate.

SENTENCES:

• Thank you for the way you handled the incident at the time. I am sure what I said must have caused
you some embarrassment. You showed remarkable restraint in quietly asking me to leave.

• I know that your job as a referee is hard enough without fans challenging your calls. I respect the job
you do and apologize for making it harder.

• I realize now that it must be painful to listen to jokes like the one I told. I promise you that neither you
nor anyone else will ever hear one from me again.

• You showed remarkable restraint at my offensive act. I can only image how upset you must have
been.

• I can imagine how upset you must have been. I am grateful for the patience you showed me after the
incident.

P HRASE S :
            1. can only imagine how upset you must have been
            2. didn't realize how hurtful such words can be
            3. feel terrible that you were subjected to
            4. how awful it sounded
            5. must be frustrating to have to listen to
            6. my remarks must have made you feel
            7. my stubborn attitude must have made you feel
            8. are kind for being so tolerant of me
            9. realize how bad it made you feel
            10. sorry that you felt so bad
            11. sorry you had to suffer
            12. such hurtful comments are
            13. thoughtless words must have caused you
            14. understand how you must feel
            15. what I said must have caused
            16. your gracious behavior in the face of hurtful remarks
            17. your job is hard enough without


S TEP 3

3. Ask for forgiveness and indicate that you value your relationship with the reader.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                            93
SENTENCES:

• Please forgive me. I have enjoyed working with you and hope to continue to do so.

• Please forgive me for what I said. I realize this gesture cannot erase what I did, but please accept these
flowers as a peace offering.

• Please forgive me. I promise that it will never happen again.

• I am especially embarrassed about this since I value your friendship so much. Please forgive me.

• I value you as a colleague and friend. Please forgive me for my tactless behavior.

• Please accept my apology and assurance that it will not happen again.

• I hope you can forgive me. I'll do all I can to make amends.

P HRASE S :
            1. accept this gift
            2. accept these flowers as a peace offering
            3. don't want anything to come between
            4. have enjoyed working with you at
            5. have such high regard for
            6. hope to continue to
            7. hope you can forgive the
            8. important to me that
            9. must make things right
            10. please forgive my tactless behavior
            11. please forgive me for what I said
            12. since I value your friendship so much
            13. the high esteem in which I hold you and your family
            14. value you as a colleague and friend


S TEP 4

4. End with a positive statement.

SENTENCES:

• Thank you for helping me see I have room for improvement.

• I wish you a good game on Saturday.

• You are a true friend indeed.

• I assure you I will not repeat this behavior.


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                            94
• I am glad to have you as a co-worker and look forward to getting back to work tomorrow.

• Friends like you are few and far between.

P HRASE S :
            1. assure you that
            2. call you next week
            3. friends like you are few and far between
            4. glad to have you as a co-worker
            5. glad we can depend on you for leadership
            6. hope this does not hinder future
            7. look forward to sharing the
            8. look forward to other good times
            9. look forward to an opportunity to redeem myself
            10. looking forward to getting back to
            11. our relationship is special to me
            12. sincere thanks for your understanding
            13. sincerely appreciate your friendship
            14. thank you for helping me see how I can improve
            15. thank you for your efforts and friendship
            16. thank you for your commitment
            17. thanks for your kindness and fairness
            18. this incident will not be repeated
            19. wish you a good game on
            20. you are a true friend indeed




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                        95
A POLOG IZE FOR M ISSING A N E VE NT OR FO R
OVE RLOOK ING OR F ORG ETT ING SOM EONE

T IPS
Write this brief letter as soon as possible after the incident. Focus your comments on what you are doing
to rectify the situation rather than on the damage you may have caused. A sincere, well-worded apology
coupled with action can go a long way toward patching up a damaged relationship.

S AMPLE L ETTERS
SAMPLE LET T ER 1

I feel terrible about not mentioning the contribution your group made to our fall festival last month. In
my attempt to single out the newcomers for some recognition, I simply overlooked the chorus.

Your group has always been such a major part of the event that I guess I have almost taken them for
granted. I apologize. Please forgive me and accept my sincere thanks for all you and they have done to
make our festival so successful.

I plan to mention your continuing contribution in our next monthly newsletter. Please accept my
personal thanks and apology.

SAMPLE LET T ER 2

I am sorry that I was unable to attend your retirement open house, but I was at the hospital greeting our
new arrival.

I wanted to tell you how much I appreciate the help you have given me over the past fifteen years. You
have been a wonderful mentor, and I hope I can be as caring and helpful to others as you have been to
me.

My best wishes to you in your retirement.

SAMPLE LET T ER 3

I am so sorry we overlooked you on our guest list. Of course we were looking forward to seeing you at
the wedding, and were very upset when we realized we had forgotten to invite you. Allow us to assure
you that this was a simple oversight, and that if we could turn back time, you would be the first to
receive an invitation. We will be sending you a copy of the professional videotape we had taken at the
wedding. We look forward to seeing you soon after the honeymoon.

SAMPLE LET T ER 4

Please accept my sincere regrets for being unable to attend your daughter's wedding last weekend. Due
to a family emergency I had to go out of town suddenly and was unable to let you know in advance that


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           96
I would not be able to come. I am sure it was a lovely occasion and I am very sorry to have missed it.
Please convey my disappointment to Jane, and wish her and John much happiness in the years to come.

S TEP 1

1. Begin with a straightforward apology.

SENTENCES:

• I am so sorry I missed your high school play. I was very much looking forward to it, and I was
extremely disappointed when I could not come.

• I am sorry I didn't get time to chat with you at John's reception.

• I hear we missed out on a great event. I am so sorry that we were not able to attend your birthday
party.

• It looks like I made the blunder of the year. I am sorry that I forgot to mention your important
contribution to the Doe project at the awards banquet.

• I am sorry that I forgot to send you a birthday card.

• I am sorry that we forgot to send you an invitation. It was just an unfortunate oversight.

• Jane, I am sorry that this thank you note is overdue, but I want to express my appreciation for your
help with the arrangements for the family reunion.

P HRASE S :
            1. can't believe that we missed
            2. does not adequately express
            3. embarrassed that I forgot
            4. how could I have possibly
            5. how could I have forgotten
            6. just an unfortunate oversight
            7. my dismay when I realized that I had overlooked
            8. so sorry that I didn't realize that yesterday was
            9. so involved that
            10. so sorry that we were not able to attend
            11. sorry that we forgot to send
            12. sorry that I forgot to mention your
            13. sorry that this thank you note is so late
            14. sorry I didn't have time to
            15. sorry I missed your
            16. sorry that I forgot to send you a
            17. what can I say other than
            18. what could I have been thinking
            19. what was on my mind that day


Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                           97
S TEP 2

2. Mention any action taken to remedy the situation. You may wish to explain, but do not excuse, your
offense. End with a positive statement.

SENTENCES:
• When I get off work Saturday let's order a pizza and watch the video of your performance. The worst
part of my job is occasionally missing important events like this one. Thanks for being patient with your
dad.

• As I nervously read the script for the presentation, I missed some names--including yours. Your skill
and expertise were invaluable to the project, and you deserve great credit. I am very sorry for my
mistake.

• My wife and I had conflicting engagements. Otherwise, we both would have enjoyed helping you
celebrate. I hope you had a happy birthday. We wish you all the best.

• This card is a little late, but it is sent with love and thankfulness for your friendship. I hope you had a
wonderful birthday.

• Our party was just not complete without you and John! I wish we would have found out sooner that
you didn't get the invitation. I had checked you off on my list of invitations sent out. I thought I had sent
you an invitation!

• Our party just would not be complete without you and John! I hope you haven't made other plans for
Saturday.

• Since I knew I was going to be in town for only a short time, I wanted to be sure to talk with you. I
couldn't get away from a previous engagement, so I only had time to make a quick appearance at the
reception before catching my plane. That's why I was so rushed. I was disappointed that we had so little
time. When I come back we will spend the day together.

P HRASE S :
            1. after work, let's go out for
            2. appreciate the work you do at
            3. are you free for lunch on
            4. glad to count you as a good friend
            5. glad to have you with us
            6. have reservations for this weekend at the
            7. hope there will be no conflict
            8. hope to have you with us for many more years
            9. hope you had a wonderful birthday
            10. hope you haven't made plans for
            11. it is sent with love and thankfulness for your
            12. just would not be complete without



Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                              98
            13. just you and me
            14. look forward to seeing you soon
            15. must let me make it up to you
            16. our party was just not complete without
            17. please accept our belated good wishes
            18. sincere thanks for a super job
            19. the whole weekend to ourselves
            20. this card is a little late
            21. when I come back we will spend the day together
            22. will recognize you in a special section of
            23. will call you to confirm a time
            24. will definitely include you in the next
            25. wish you all the best




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.   99
Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.   100
Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.   101
B ONUS S KIL L V ERBS
Management               Communication           Research              Technical    Teaching

Achieved                 Addressed               Clarified             Analyzed     Adapted
Administered             Arbitrated              Collected             Assembled    Advised
Analyzed                 Arranged                Conceived             Built        Clarified
Assigned                 Authored                Critiqued             Calculated   Coached
Attained                 Communicated            Diagnosed             Computed     Communicated
Chaired                  Corresponded            Evaluated             Designed     Coordinated
Conceived                Counseled               Examined              Devised      Defined
Contracted               Developed               Extracted             Engineered   Developed
Consolidated             Defined                 Identified            Fabricated   Enabled
Coordinated              Directed                Inspected             Inspected    Encouraged
Delegated                Drafted                 Interpreted           Maintained   Evaluated
Developed                Edited                  Interviewed           Operated     Explained
Directed                 Enlisted                Investigated          Overhauled   Facilitated
Evaluated                Formulated              Organized             Programmed   Guided
Executed                 Influenced              Researched            Remodeled    Informed
Handled                  Interpreted             Reported              Repaired     Initiated
Implemented              Lectured                Reviewed              Solved       Instructed
Improved                 Mediated                Summarized            Trained      Persuaded
Increased                Moderated               Surveyed              Upgraded     Set goals
Launched                 Motivated               Systematized                       Stimulated
Led                      Negotiated              Wrote                              Trained
Managed                  Persuaded                                                  Updated
Motivated                Promoted
Organized                Publicized
Oversaw                  Reconciled
Planned                  Reunited
Prioritized              Renegotiated
Produced                 Reported
Recommended              Researched
Reevaluated              Summarized
Reported                 Spoke
Reviewed                 Translated
Scheduled                Wrote
Strengthened
Supervised




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                     102
Financial             Creative               Helping                   Clerical or Detail   Additional Skill
                                                                                            Verbs
Adjusted              Acted                  Assessed                  Activated            Anticipated
Administered          Applied                Assisted                  Altered              Arbitrated
Allocated             Conceived              Brought                   Assembled            Ascertained
Analyzed              Conceptualized         Clarified                 Approved             Charted
Appraised             Created                Coached                   Arranged             Checked
Audited               Designed               Counseled                 Catalogued           Classified
Balanced              Developed              Dealt                     Classified           Collected
Budgeted              Directed               Demonstrated              Collected            Completed
Calculated            Established            Diagnosed                 Compiled             Composed
Compared              Evaluated              Educated                  Described            Conceptualized
Computed              Fashioned              Encouraged                Dispatched           Conducted
Developed             Founded                Enlisted                  Estimated            Conserved
Estimated             Illustrated            Expedited                 Executed             Consolidated
Forecasted            Instituted             Facilitated               Gathered             Constructed
Managed               Integrated             Familiarized              Generated            Controlled
Marketed              Introduced             Guided                    Implemented          Coordinated
Planned               Invented               Performed                 Inspected            Counseled
Projected             Loaded                 Referred                  Maintained           Created
Reconciled            Molded                 Rehabilitated             Monitored            Decided
Researched            Originated             Represented               Observed             Defined
                      Perceived                                        Operated             Delivered
                      Performed                                        Organized            Designed
                      Planned                                          Overhauled           Detailed
                      Produced                                         Prepared             Detected
                                                                       Processed            Determined
                                                                       Published            Developed
                                                                       Purchased            Devised
                                                                       Recorded             Diagnosed
                                                                       Reduced              Directed
                                                                       Retrieved            Discovered
                                                                       Screened             Dispensed
                                                                       Specified            Displayed
                                                                       Systematized         Disproved




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                                  103
Additional Skill       Additional Skill         Additional Skill       Additional Skill   Additional Skill
Verbs                  Verbs                    Verbs                  Verbs              Verbs
Dissected              Imagined                 Manipulated            Projected          Sorted
Distributed            Implemented              Mediated               Promoted           Summarized
Diverted               Improved                 Memorized              Proof-read         Supervised
Dramatized             Improvised               Modeled                Protected          Supplied
Drew                   Increased                Monitored              Provided           Symbolized
Drove                  Influenced               Motivated              Publicized         Synergized
Edited                 Informed                 Offered                Purchased          Synthesized
Eliminated             Initiated                Operated               Recorded           Systematized
Empathized             Innovated                Ordered                Recruited          Talked
Enforced               Inspected                Organized              Reduced            Taught
Established            Inspired                 Originated             Referred           Tended
Estimated              Installed                Questioned             Rehabilitated      Tested
Evaluated              Instituted               Raised                 Related            Trained
Examined               Instructed               Read                   Rendered           Transcribed
Expanded               Integrated               Realized               Repaired           Translated
Experimented           Interpreted              Reasoned               Reported           Traveled
Explained              Interviewed              Received               Represented        Treated
Expressed              Invented                 Recommended            Researched         Troubleshot
Extracted              Inventoried              Reconciled             Resolved           Tutored
Filed                  Navigated                Painted                Responded          Typed
Financed               Negotiated               Perceived              Restored           Unified
Fixed                  Observed                 Performed              Retrieved          United
Followed               Obtained                 Persuaded              Reviewed           Upgraded
Formulated             Investigated             Photographed           Risked             Used
Founded                Judged                   Piloted                Scheduled          Utilized
Gathered               Kept                     Planned                Selected           Verbalized
Gave                   Led                      Played                 Sensed             Warned
Generated              Learned                  Predicted              Separated          Washed
Guided                 Lectured                 Prepared               Served             Weighed
Handled                Lifted                   Prescribed             Sewed              Wired
Headed                 Listened                 Presented              Shaped             Worked
Helped                 Logged                   Printed                Shared             Wrote
Hypothesized           Maintained               Processed              Showed
Identified             Made                     Produced               Sketched
Illustrated            Managed                  Programmed             Solved




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                             104
W RITE E XP RE SS L ICEN SE A GREE MENT

WriteExpress Corporation Software License Agreement

    This is a legal agreement between you, the "end user," and WriteExpress Corporation ("WriteExpress").
Use of the enclosed software indicates your acceptance of these terms. As used in this License Agreement,
the term "SOFTWARE" means the WriteExpress software included on the CD or disk media provided with this
License Agreement.

     IF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS, DO NOT USE THE EBOOK.

1. GRANT OF LICENSE. WriteExpress hereby grants you the right to use the EBOOK on a single computer.
The SOFTWARE is considered in use on a computer when it is loaded into temporary memory or installed into
permanent memory. If the EBOOK is installed on a network server or multi-user system, the EBOOK may be
accessed only by one user at a time at a single working location.

2. PROPRIETARY RIGHTS. The EBOOK and any accompanying documentation are proprietary products of
WriteExpress or its licensors and are protected under U.S. copyright laws and international treaty provisions.
Ownership of the SOFTWARE, and all copies, modifications, and merged portions thereof shall at all times
remain with WriteExpress or its licensors.

3. NON PERMITTED USES. You may not (a) use, copy, modify, alter or transfer, electronically or otherwise,
the EBOOK or documentation except as expressly permitted in this License Agreement, or (b) translate,
reverse program, disassemble, decompile or otherwise reverse engineer the EBOOK. You may not rent or
lease the SOFTWARE, but you may transfer the EBOOK and accompanying documentation on a permanent
basis, provided that you retain no copies and the recipient agrees to the terms of this License Agreement. If
the SOFTWARE is an update or has been updated, any transfer must include the most recent update and all
prior versions.

4. TERM. This license is effective from your date of purchase and shall remain in force until terminated. You
may terminate the license and this License Agreement at any time by destroying the EBOOK and the
accompanying documentation, together with all copies in any form.

5. EXPORT CONTROLS. Certain uses of the EBOOK by you may be subject to restrictions under U.S.
regulations relating to exports and ultimate end uses of computer software. You agree to fully comply with all
applicable U.S. laws and regulations, including but not limited to the Export Administration Act of 1979 as
amended from time to time and any regulations promulgated thereunder.

6. U.S. GOVERNMENT RESTRICTED RIGHTS. If you are acquiring the EBOOK on behalf of any unit or agency
of the United States Government, the following provision applies: It is acknowledged that the SOFTWARE and
the documentation were developed at private expense and that no part is in the public domain and that the
SOFTWARE and documentation are provided with RESTRICTED RIGHTS. Use, duplication, or disclosure by the
Government is subject to restrictions as set forth in subparagraph (c)(1)(ii) of the Rights in Technical Data
and Computer Software clause at DFARS 252.227-7013 or subparagraphs (c)(1) and (2) of the Commercial
Computer Software-Restricted Rights at 48 CFR 52.227-19, as applicable. Contractor/manufacturer is
WriteExpress Corporation, P.O. Box 1050, Orem, Utah (USA) 84059-1050.

7.   LIMITED WARRANTY.

(a) WriteExpress warrants to you, the original end user, (i) that the EBOOK will perform substantially in
accordance with the accompanying documentation and (ii) that the EBOOK is properly recorded on the disk
media. This Limited Warranty extends for ninety (90) days from the date of purchase.




Copyright © 1996-2003 WriteExpress Corporation. All Rights Reserved.                              105
(b) This Limited Warranty does not apply to any EBOOK that has been altered, damaged, abused, misapplied,
or used other than in accordance with this License Agreement and any instructions included on the EBOOK
and the accompanying documentation.

(c) The entire liability of WriteExpress and your exclusive remedy under this Limited Warranty shall be the
repair or replacement of any EBOOK that fails to conform to this Limited Warranty or, at the option of
WriteExpress, return of the price paid for the EBOOK. WriteExpress shall have no liability under this Limited
Warranty unless the EBOOK is returned to WriteExpress or its authorized representative, with a copy of your
receipt, within the warranty period. Outside the United States, WriteExpress has no obligation under this
warranty without proof of purchase from an authorized source. Any replacement EBOOK will be warranted for
the remainder of the original warranty period or 30 days, whichever is longer.

(d) THIS WARRANTY IS IN LIEU OF AND EXCLUDES ALL OTHER WARRANTIES NOT EXPRESSLY SET FORTH
HEREIN, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR WARRANTIES ARISING FROM USAGE OF
TRADE OR COURSE OF DEALING.

(e) THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, YOU MAY HAVE OTHERS WHICH VARY FROM
STATE TO STATE.

8. LIMITATION OF LIABILITY. IN NO EVENT SHALL WRITEEXPRESS'S LIABILITY RELATED TO ANY OF THE
SOFTWARE EXCEED THE LICENSE FEES ACTUALLY PAID BY YOU FOR THE SOFTWARE. EXCEPT FOR A
RETURN OF THE PURCHASE PRICE UNDER THE CIRCUMSTANCES PROVIDED UNDER THE LIMITED WARRANTY,
NEITHER WRITEEXPRESS NOR ITS SUPPLIERS SHALL IN ANY EVENT BE LIABLE FOR ANY DAMAGES
WHATSOEVER ARISING OUT OF OR RELATED TO THE USE OF OR INABILITY TO USE THE SOFTWARE,
INCLUDING BUT NOT LIMITED TO DIRECT, INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL
DAMAGES, EVEN IF WRITEEXPRESS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. BECAUSE
SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR
INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

9. This License Agreement constitutes the entire agreement between you and WriteExpress pertaining to its
subject matter. This License Agreement is governed by the laws of the State of Utah. Any litigation arising
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posted:11/4/2010
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Description: Apology Letters: Topics, Skill Verbs, Sample Letters, and Professional Advice.