Suppose your boss has asked you to write a letter to a client about a problem with their order. What format of?

Firstly, I approach the letter with a sense of Ownership. I make sure and convey to the client that there is a difficulty and what corrective action I plan to take to remedy the situation. I politely indicate what I require from them, patience for more time, further information or approval to change the order to accommodate them as quickly as possible. It is critical to retain a client in this situation. Keeping these guidelines in mind, here is an example I use upon occasion:

Dear Mr. Jones,

We wanted to tell you how much we appreciate doing business with your firm and ensuring that you receive the best possible service is our priority.

In order to provide you with the highest quality product, we have reviewed your order and we have discovered that your original order does not meet our stringent requirements. We would like to reorder your product and have it expedited, at our expense, in order to meet your order deadline.

Your anticipated delivery date is:
(state here the date/time of the anticipated delivery date, which firm is expediting it, and restate the order preferences here, to ensure clarity of new order.)

If further contact from the client is required, you can politely request them to attend an appointment to do so, on phone or n person, and include contact information. Ensure you restate how your main goal is to provide them the Best possible service and that you value their business. The most important aspect? Make sure you follow through and that the order is perfectly correct the second time around.

Without further specifics with regard to the industry, product or service, I can’t provide you more applicable wording, but you get the idea 🙂

Good luck with it and if you require further specific information on how to word it, you are welcome to email me here.

Sincerely,

Elizabeth 🙂