A customer ordered a product or service and they received the wrong product by mistake. You need to address the issue right away without losing the client.
Keep in mind that, this isn’t the worst mistake people have made in business. So long as you respond appropriately, you won’t lose the customer or annoy them to leave a horrible review online.
Let’s take a look at how you can structure the email to the client. If you were in the customer’s shoes, you’d probably be angry. It’s advisable to keep that in mind while you draft your email.
To make things easier, we’ve created some templates that you can modify and use for the purpose. Simply copy, edit, and send to the customer.
Additionally, we’ve also included some tips to help you whenever you need to write an email to a client.
Tips For Writing Emails To Clients
Whether you’re writing an email to a potential or existing client, each correspondence needs to be compelling.
You need to have a clear strategy that goes beyond simply sending generic emails. Let’s take a look at certain things to keep in mind.
Email Frequency
Emails have a bad rep as we all receive and delete loads of spammy emails daily. Like you, clients also receive loads of emails daily, so you should watch the frequency with which you email them.
Keep in mind that not everything requires an email. You shouldn’t send them an email every single minute to update them on something. Only use emails for essential information like hiring, proposals, project completion, and other major milestones.
Use Simply Language
While you may understand all the complex terminologies in your industry, clients may not have the same level of knowledge.
So, it’s advisable to refrain from using such language in your communication with clients. Use simple terms that don’t require any additional research on their part.
Your job is to make your clients’ lives easier by simplifying complicated terminologies. Avoid jargon and other industry terminologies even if your client is technical.
Email Length
Keep your emails short to ensure that clients can read through and understand the content easily. We all use mobile devices and receive email notifications in real time.
Chances are, your client will be opening the email on their phones and would simply skip longer emails for later.
It’s recommended that you keep emails short and use an attachment for more detailed information such as a proposal or pricing breakdown.
Be Responsive
Don’t keep your clients (potential or existing) waiting for long. Always make sure you respond to clients as soon as possible.
In this information age where clients have easy access to your competitors, it’s advisable to always respond to clients within the shortest possible time to avoid losing them to your competitors.
Professional Tone
Maintain a professional tone in your email communication with clients. Irrespective of your personal relationship with the client, you should always maintain a professional tone.
Avoid the use of emojis, slang, and other casual forms of language. That said, being overly formal can also backfire on you.
Avoid “Dear Sir” which isn’t personal and overly formal. Using a client’s name makes the service more human in many ways as it shows that you care enough to remember their name.
It also shows the client that they are more than a number or goal and that you care enough to address them as an individual. You can use something like “Hi Chris” or “Chris”.
Proofread
Let’s face it, an email filled with grammatical errors doesn’t scream credible to anyone. And no one would want to do business with someone who can’t make the time to correct errors in a simple email.
It’s advisable to proofread your emails before you send them as spelling and grammar errors can make you appear unprofessional and avoid any damage to your credibility.
You can leverage tools like Grammarly to help you identify simple errors in your email. Keep in mind that this tool isn’t perfect, so it’s advisable to double-check any changes it may suggest.
Clear Reasons
Keep in mind that the customer is most likely angry at the mistake with the delivery. You should try to calm them down by apologizing for the error.
You can then provide a replacement and some kind of token for their tolerance. They’re bound to go to your competitor if you don’t make up for the error.
Make sure you clearly convey it as a problem from your end. Don’t waste time arguing with the customer as you’d only end up losing them and more.
Subject Line
While subject lines may not present every bit of information in your email, it helps clients determine the contents of an email.
Make sure your email includes a subject line that presents its general-purpose to the client even before they open it.
The client may simply skip to other pressing emails if they don’t see a subject line or easily understand the intent of your subject line.
A typical example is:
Apology for the Wrong Delivery
End Formally
If you need them to take a specific action, this is where you include it. You can try something like this:
Thank you for your understanding.
Signature
Your email should include a formal signature. This may include your full name, company name, and job role.
Example:
Best regards,
{{Full Name}}
Sample Emails To Customer For Wrong Delivery
Template 1: Apology For Wrong Delivery
Email Subject
Apology for the Wrong Delivery
Body
Hi {{Client’s First Name}},
I would like to start by apologizing for any inconvenience caused due to the wrong delivery you received from our company. We take full responsibility for the mistake, and we're doing everything we can to rectify the situation as quickly as possible.
We're grateful that you brought this to our attention, and we're working hard to ensure that such a mistake doesn't happen again in the future. We're in the process of arranging for the correct item to be sent to you as soon as possible, and we'll cover all shipping costs associated with the exchange.
Please keep the wrong item as a small token of our apologies, and please let us know if there is anything else we can do to make this right.
Once again, we're deeply sorry for any inconvenience caused and appreciate your patience as we work to resolve the issue.
Best regards,
{{Your Full Name}}
{{Phone Number}}
{{Email Address}}Template 2: Apology For Wrong Delivery – Keep Wrong Item
Email Subject
Apology for the Wrong Delivery
Body
Hi {{Client’s First Name}},
Thank you for bringing our attention to the wrong delivery. We sincerely apologize for it and any inconvenience this blunder on our part must have caused you. We’ve rectified the issue and {{Have shipped/Are shipping}} the right product.
Please expect to receive it no later than {{Latest delivery date}}. Additionally, we would like you to keep the previous item as a token of our appreciation for bringing it to our attention.
Once again, we're deeply sorry for any inconvenience caused and appreciate your patience as we work to resolve the issue.
Best regards,
{{Your Full Name}}
{{Phone Number}}
{{Email Address}}Template 3: Apology For Wrong Delivery – Return Wrong Item
Email Subject
Apology for the Wrong Delivery
Body
Hi {{Client’s First Name}},
Thank you for bringing our attention to the wrong delivery. We sincerely apologize for it and any inconvenience this blunder on our part must have caused you.
We have arranged for the correct item to be sent to you as soon as possible, and we'll cover all shipping costs associated with the exchange. We’ve also included a pre-paid {{Box/Envelope/Other}} with the new shipment and would appreciate it if you could use it to return the {{Previously wrong product name}}.
Once again, we're deeply sorry for any inconvenience caused and appreciate your patience as we work to resolve the issue.
Best regards,
{{Your Full Name}}
{{Phone Number}}
{{Email Address}}
