When you’ve made a mistake.
Overview
There’s no reason to take measures to hide a mistake. The best course of action is to come clean as soon as possible and reassure the client that everything is being done to remedy the situation.
Hello <Client>
I’ve realized that <detail the mistake.>
My apologizes.
To remedy the situation, I will <list the course of action you will take to fix the issue.>
I want to assure you immediate and appropriate steps are being taken to fix this situation.
Let me know if you have any questions.
<You>
Notes & Strategy
Detail the problem and outline the resolution without any “preamble.”
Lengthy explanations detailing why the mistake happened will only worsen the situation and make you look guilty.
Mistakes happen. The client wants to know you’re aware of the problem and you’re fixing it.
Don’t re-iterate “I’m sorry.”
Assure the client appropriate steps are being taken and the mistake will be corrected.
Being open and honest about your errors will build trust in the long run.
Covering up mistakes breeds mistrust.