An sample email for apologizing
I made a category just for apologizing because, unlike in many western countries, I feel apologizing is an important element of the Japanese business culture. In many western countries, apologizing can be disadvantageous for the apologizer because it is essentially admitting to guilt. I have heard that in some countries like the U.S., apologizing can have negative consequences especially in court.
This is not the case in Japan, as apologizing can be viewed as a virtue. Being able to admit your wrongdoing (or the wrongdoing of your collegue or firm) can actually improve your business relationship because it portrays honesty and shows you are not ashamed to take responsibility for yourself or your fellow workers. This is not to say you must overapologize of course, but if there is something you or your colleague have done, do not try to make excuses, and simply be upfront about it and apologize.
In Japanese, the format for apologizing is to:
1. Simply apologize (Important NOT to make excuses.)
2. Explain what you're apologizing for and why.
3. Explain what you will do to fix the problem and prevent a reoccurance.
Below is an sample letter you can use to apologize in Japanese.
Sample
(View underneath for the English translation.)
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件名： ご迷惑をおかけしてもうしわけございません。
東方メタル株式会社
商品仕入部 斎藤様
平素は、お世話になっております。
株式会社クロスボーダーマックスのアダムと申します。
日頃のご愛顧に感謝申し上げます。先日ご連絡いただきました
商品の不備により、貴社に大変ご迷惑をおかけしましたことを、
深くお詫び申し上げます。
弊社で再確認しましたところ、不注意による発注ミスであることが
明らかになりました。誠に申し訳ございませんでした。
今後、このようなミスを二度と起こさないよう、仕入れ及び発注のチェックを
するチームを設置し、社員一同管理の徹底に取り組んで参ります。
この件につきまして、重ねてお詫び申し上げますとともに、今後とも
ご愛顧を賜りますようお願い申し上げます。
クロスボーターマックス
営業部 アダム・サンダーソン
01-1234-5678
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Click here for a sample template
(Below is just a general feeling of what the Japanese email is saying)
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Subject： An apology for the troubles we have caused you.
Dear East Metal Ltd.
Commodity Purchase Dept. Mr. Saito
(Typical opening greeting.)
Thank you always for your business.
This is Adam from Crossborder Max Ltd.
(#1 - It is important that you admit and make a clear apology.)
First of all, we would like to show our deepest gratitude for
your continued support of our business. We are also writing
to express our deepest apologies about our deficient product that you
pointed out earlier.
(#2 - Explain where the issue lies)
After reassessing internally, we've discovered the problem was
caused by our negligence in the ordering process.
(#3 - Explain how to fix and prevent in the future.)
To avoid the same mistake again, we've decided to set another team
that will check the purchasing and sending process. Furthermore, our
company will work closely together to monitor these processes.
(Closing)
Again, we sincerely apologize for the error, and hope we
continue to have the opportunity to work with your firm.
(Signature)
Crossborder Max
Sales Dept. Adam・Sanderson
01-1234-5678
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