Your Language to Your Customers

I sent a company an email about their non-working product. They responded:

Hello. Our developers are aware of this issue and will fix it as soon as they can.

Thanks for your patience!

I hadn’t demonstrated patience yet, as this was my first email.

I’ve been guilty of saying this to customers too. You say it so that customers may feel a bit apprehensive about contacting you again. They’ll think “am I not being patient?” and just maybe think twice about bugging you with another email. It’s very effective. But it’s a bit offputting.

The most egregious language that you can use is related to the apology.

We’re sorry for any inconvenience that we may have caused.

Don’t ever say that one.