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How to Apologize to Your Online Customers

By Edited Nov 13, 2013 0 2

If you had experience running an internet business, then you know how hard it is to apologize to your online customers when something goes wrong. It doesn't matter if it's your fault or somebody else's, your customers will blame you for it. The best way to handle the situation is to address the issue as soon as you got hold of it. That is to apologize to your customers as soon as possible. If you wait, it could get worse. The more you stall your apologies, the more your customers will lose trust and confidence in you and your business or products/services.

Here's how you should apologize to your online customers:

1.Say sorry.

2.Explain the problem or what went wrong.

3. Say that it's your fault and only your fault.

4.Say it won't happen again.

5.Don't let them forget you are sorry.

There are numerous ways on how you can extend your apology. If your business has a blog, it would be the perfect place to do so. Have your apology letter published in it. Don't forget though that not all of your customers read your blog most especially if it's not hosted in your main business website. With that said, you have to make use of other means so that your apologies can reach as many customers as possible.

If you are maintaining a newsletter, use it to channel your apologies as well. This way, people who don't read your blog but read your newsletter will receive your apology. This enables you to cover more ground.

Some would argue that using a press release to apologize to online customers is a bit over the top. They have a point there but always remember that in the eyes of customers, businesses who do everything to clear things up are better and more trustworthy than those businesses who keep things to themselves. With that said, a press release containing your apology is an effective strategy to gain back the trust and confidence of your customers.

If you are an online business, you should be present and active on the numerous social media websites on the internet. These include Facebook, Twitter, LinkedIn, etc. Use your profiles in these social sites to extend your apologies as well. You have no idea how many customers you can reach this way. The good thing about social sites is that users can easily share anything to their circle of contacts and friends. This will help your apologies to reach as many people as possible.

There are other ways on how you can apologize to your online customers but the ones mentioned above are the most effective. With that said, try to use all of the above strategies before you use other tactics.



Jul 21, 2011 11:04am
This article will be very useful for IB writers! Sometimes it is very difficult to apologize but we all have to do it.
Jun 3, 2013 8:15pm
Thanks. Glad you found the article helpful.
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