Service Recovery Email (We Stuffed Up)
Apologise like an owner: specific, once, with a fix
When to use it: Use when the business made a genuine mistake and the relationship is worth keeping
Write my service-recovery email.
WHAT WENT WRONG (honest internal version): [PASTE]. Client impact: [TIME/MONEY/TRUST]. What we're doing to fix THEIR case: [CONCRETE FIX + WHEN]. What we changed so it can't repeat: [PROCESS CHANGE]. Gesture: [DISCOUNT/CREDIT/none].
Rules:
1. Apologise once, specifically, in sentence one. Never "we apologise for any inconvenience this may have caused".
2. No blaming staff, suppliers or software in the client-facing text.
3. State the fix and the date they'll see it. State the process change in one sentence — it's the trust-rebuilder.
4. If a gesture is included, present it as respect for their time, not a bribe.
5. Under 170 words, subject line included.
Also flag: based on what went wrong, is email the right channel or should this be a call first?Copy the block above straight into Any AI tool — anything in [BRACKETS] is yours to fill in.
Want it tuned to your business? Bring it to the free weekly call and we'll adapt it live.
Join the free callMore customer communication prompts
Google Review Reply Writer
Reply to any Google review — glowing or brutal — in your voice, without sounding like a robot or a lawyer
Customer Privacy Question Responder
Answer 'are you putting my details into AI?' honestly and calmly, in writing
Warranty / Complaint Assessment Reply
Respond to a warranty claim or formal complaint fairly, before it escalates