etiquette for apologizing

Question

Hello.  I manufacture handmade garden urns and statuary in the U.S. Recently, we had a large order that was shipped to Macau and will be installed at a new casino in Macau.  We pride ourselves on shipping our orders on the day that we promised, but we shipped this order a little over four weeks late.  The customer wanted the order to be delivered directly to the casino, as opposed to the port.  This proved difficult, as most freight companies would only deliver the order to a sea port.  I'd like to know the etiquette for apologizing and taking responsibility for the delay.  Many thanks for your help.

Alan · Answer

Shelley, making apologies is almost the same. Use all humble words to apologize for the delay. But action speaks louder than words. I don't think the customer is demanding. Otherwise, he/she wouldn't just simly ask you to ship the order to the casino directly. Instead, compensation is required. If you can't ship the order to the casino directly. Then you can beg him/her to find someone to help them ship the order from the sea port to the casino and you pay for the shipping expense.

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Etiquette for apologizing