How to say sorry in writing

It's not everyday as a writer, I get asked to write a letter of apology for a client, but yesterday I did and so while the structure is still clear in my mind I thought it might be useful to others.

Sometimes is easier to pick up the phone or make a visit when you know you're in the wrong and you know you have to deal with the problem sooner rather than later.

There are many other times when you can't or it would be inappropriate, or there needs to be a record of your apology. This is where the letter or email comes in - email has the advantage of leaving an audit trail, but a letter is more personal.

Before you write it you need to have 6 things in mind:

1. Why are you writing this apology? If there is any possibility of litigation, then stop and get some sound advice from your lawyer. If you are happy nothing can come back and bite you on the arse at a later date then move to stage 2
   
2. Keep it short enough to be genuine, but not long enough to give any possibility of misinterpretation
   
3. Use your regular salutation - so if you always say Dear Bob then do so, don't change to Dear Mr Jones
   
4. In the first para - refer to the incident and apologise unconditionally. Don't dwell on any reference to their hurt feelings. Just identify the problem and say sorry
   
5. Next para, include any extenuating circumstances, if relevant, but keep it very, very short and also explain if you intend to change a procedure, but again very short and sharp
   
6. Closing para is a combination of hoping the matter is now resolved and that in the future you can continue to do business or maintain the relationship

Keep a copy on file - sign it and send it.

I recommend you don't send it recorded or special delivery - just send it first class.

If you are concerned about it being on record that you  have aplogised then consider email.