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Chapter 6. Be Positive in Tone > Negative Apologies Leave a Negative Impression

Negative Apologies Leave a Negative Impression

Affirm your reader’s right to complain and state positively what you will do to rectify a mistake.

Negative: We’re sorry this mistake occurred.
Positive: You are right in pointing out that…
Negative: We are indeed sorry the information was sent to the wrong person.
Positive: We’ll make sure the information gets to you next time.



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