So you’ve got a customer or colleague waiting for a response or deliverable, and their patience is thin. We’ve all been there – things get busy, priorities shift, and before you know it, a week or two has gone by. Now, you need to email them to thank them for their patience and reassure them you haven’t forgotten about them. This guide show you how!
Why Sending a Thank You for Patience Email Is Important
Sending a thank you for your patience email is an integral part of customer service. It shows your customers that you value their time and understand that delays or issues can be frustrating. A sincere message like this can go a long way toward building goodwill and loyalty.
When composing your email, thank the customer for their patience and understanding. For example, you might say something like: “Thank you for your patience while we worked to resolve your issue.” or “We appreciate your understanding as we dealt with some unexpected delays.”
Next, take responsibility for the problematic situation and apologize for any inconvenience. For example, “Please accept our apologies for the extra wait time. We take our commitment to high-quality service very seriously.” Make your apology sound genuine.
Then, explain the reason for the delay without making excuses. For instance, you might say, “As you know, we were experiencing some technical difficulties with our payment processing system yesterday, which caused transactions and shipping to be delayed.” Give the facts, but don’t justify.
Finally, reiterate your appreciation for their loyalty and patience. For example, “We value your business and support. Thank you again for your patience and for choosing to work with us.” Let them know you look forward to continuing to serve them well.
Sending a message like this, especially promptly, can turn a frustrating experience into a great way to build goodwill and cement customer loyalty. And don’t forget that actions speak louder than words, so follow through and resolve their issue quickly. A little extra effort will go a long way.
When to Send a Thank You for Your Patience Email
When should you send a thank you for your patience email? There are a few critical times it’s appropriate:
Delays in Response or Delivery
If there’s been an unforeseen delay in responding to an email or delivering a product/service where the client had to wait for a long time, send an email to say thank you for your patience and understanding. For example:
We appreciate your patience while we worked through some technical difficulties. We appreciate your understanding and support. Your order is now on its way and should arrive within 3-5 business days. Please let us know if there’s anything else we can do for you.
Mistakes or Errors
When an error or mistake impacts a customer, a thank you for your patience email is necessary. Apologize, take responsibility, and ensure the issue has been resolved politely. For example:
We sincerely apologize for the incorrect charge on your statement this month. I appreciate your patience while our customer service representatives investigated – we have now issued a full refund and corrected the source of the error. Your continued business and understanding are greatly appreciated. Please let us know if you have any other questions or concerns.
Backorders or Unavailability
If an item is on backorder or temporarily unavailable, a thank you for your patience email will help reassure the customer during the delay. Provide an estimated time frame and offer alternatives if possible. For example:
Thank you for your order and patience. Due to unexpected demand, the blue model you requested is currently on backorder. We anticipate it will ship within the next 10-14 days. Please let us know if you prefer the red or green model, which we have in stock and can ship immediately. We appreciate your understanding and look forward to fulfilling your order soon.
Thank You for Your Patience Email Template Structure
When sending a “thank you for your patience” email, it’s essential to strike the right tone. You want to convey genuine gratitude for the recipient’s understanding and flexibility while reassuring them about the next steps. The following template can serve as a guide:
Dear [Recipient],
I wanted to send you a quick note to express my sincere thanks for your patience and understanding. I realize that [situation] has caused an inconvenience, and I appreciate your willingness to accommodate [changes, delays, etc.].
- Briefly reiterate the situation, referring to any previous communications. For example, “As we discussed last week, the delivery of the new product samples was delayed due to unforeseen supply chain issues. We appreciate your patience in these difficult times.”
- Thank the recipient for their patience and express appreciation for their cooperation or flexibility. For example, “Your patience and cooperation while we work through this challenging situation mean a lot.” Or “We value your business and partnership and appreciate your support and willingness to adapt to this delay.”
- Provide an update on the resolution or next steps. For example, “We now have an updated timeline for delivery of the samples and expect to ship them out on [date]. My team will ensure this remains a top priority and keep you posted of any changes.”
- Reiterate your gratitude and commitment to the relationship or partnership. For example, “Again, thank you for your understanding. We are committed to providing you with the highest quality service and experience, and we appreciate your continued support.”
- Close with a forward-looking statement. For example, “I look forward to continuing our work together.” Or “Please let me know if there’s any way I can provide further assistance or information.”
Best Regards,
[Your name]
Greeting: Keep It Personal Yet Professional
The greeting is your chance to make an excellent first impression. You want to strike a friendly yet professional tone. Avoid an overly casual “Hey there!” or stiff “To whom it may concern:”. Instead, opt for something like:
Dear [Name],
If you don’t have the recipient’s name, a simple “Hello!” or “Good morning/afternoon” will do. You can never go wrong with a classic “Dear Valued Customer,” either.
Keep the greeting concise, around 2 to 3 short sentences. Thank the reader for their patience and understanding. For example:
“Thank you for your patience and understanding over the last few days. I appreciate your willingness to allow our team the time to resolve your issue in the best way.”
Express genuine gratitude for their patience and flexibility. Let them know you value their time and business. For example:
“We greatly appreciate your patience and support. Our customers are our top priority, and we never take your time or frustration lightly.”
Reassure the reader that the issue has now been resolved to their satisfaction. For example:
“Please accept our apologies for any inconvenience. I’m pleased to confirm that your issue has now been resolved. Thank you again for your patience and understanding.”
You can also take this opportunity to reinforce your commitment to quality service and customer satisfaction. For example:
“At [Company Name], we strive to provide the best customer experience possible and try our best to maintain positive relationships with all our clients. Your patience and feedback help us continually improve how we serve you.”
Close with a forward-looking, positive statement. For example:
“We look forward to continuing to provide you the quality service you have come to expect and build a strong relationship with you.”
The greeting sets the right tone for the rest of your email. You can start rebuilding trust and strengthening customer loyalty with a personal yet professional approach. Focusing on appreciation, reassurance, and your commitment to service will ensure an empathetic, constructive message.
Expressing Gratitude in Your Thank You for Patience Email
Expressing gratitude for your customers’ patience and understanding goes a long way. A sincere thank you can help strengthen your relationship and build goodwill.
Say “Thank You” Prominently
Start your email with a genuine thank you for their patience and support. Mention them by name, if possible, for a personal touch. For example, you might say:
Thank you for your patience and understanding, [Name]. Your support means a lot to us.
Acknowledge the Inconvenience
Recognize the frustration or trouble your issue may have caused them. Acknowledge the inconvenience and affirm their feelings. For example:
We realize this delay/outage/problem has been inconvenient, and we appreciate your patience and cooperation. We never want to disrupt your day or waste your valuable time. We are incredibly sorry for the long wait.
Explain the Situation (Optional)
You may want to briefly reiterate what happened and explain the resolution or steps to resolve the issue to provide context for your thanks. Keep this high level. For example:
As you know, we experienced a system outage yesterday that caused some orders to be delayed. Our technical team worked through the night to resolve the issue, and order processing has now returned to normal.
Reaffirm Your Commitment
Reassure your customers of your commitment to high quality and service. For example:
We remain committed to providing you with the best experience possible. Please accept our apologies again for this disruption.
Offer to Make Things Right (Optional)
If appropriate, you may want to offer to make things right in some way; providing a discount on their next purchase or a free item is an excellent way of doing this. For example:
To make things right, we want to offer you a 20% discount on your next order. Use the code PATIENCE20 at checkout.
Closing your message by again thanking them for their patience and understanding is an excellent way to wrap up your email. Keep customers happy, and they’ll keep coming back!
Explaining the Situation Causing the Delay
I wanted to send you a quick email to thank you for your patience and understanding with the delay in shipping your order. We sincerely apologize for any inconvenience this has caused you.
Situational challenges
Like many businesses, we have faced significant obstacles navigating the global supply chain issues arising from the ongoing COVID-19 pandemic. Raw materials and components we require to manufacture and assemble our products have been backordered or delayed for weeks. Despite our best efforts, this has made it difficult to estimate accurate delivery dates.
- Shipping and distribution networks have also been strained, with limited cargo space and reduced staffing.
- Government restrictions and safety measures in many areas have slowed production and transit.
- Demand for certain products has far outpaced supply, creating scarcity for some resources.
We are working diligently with our suppliers and logistics partners to remedy these problems and get operations back to normal as quickly as possible. However, disruptions and setbacks continue to arise unpredictably. Please know that we are doing everything possible to fulfill and deliver your order without further delay.
Moving forward
At this time, we anticipate being able to ship your items within the following [X] business days. However, there is a chance of additional waiting time depending on external factors outside of our control. We will keep you updated on your email address or by phone call about specific details if anything changes with the estimated timeline.
We value your business and loyalty as a customer. Your patience and understanding during this challenging period mean a great deal to us. If there’s anything we can do to make this right or provide any compensation for the trouble, please let us know. We aim to provide you with the best possible experience and hope to continue serving you well into the future.
Thank you again for your patience and support. We sincerely appreciate your understanding.
Providing Next Steps and Estimated Timelines
We appreciate your patience and understanding during these tough times as our customer service representatives work hard to resolve your support ticket. Our team has been experiencing higher-than-normal volumes recently, and we are working diligently to respond to all open tickets in an effective way as quickly as possible while maintaining our high standards of customer service.
To provide an estimated timeline for next steps and resolution:
- Your ticket has been escalated to our tier 2 support team for review and diagnosis. They aim to respond within 3 to 5 business days with their findings and proposed solutions or next troubleshooting steps.
- Any required repairs, replacements, or software updates will be processed and shipped as soon as possible upon determining a resolution. We try our best to resolve most issues within ten business days. However, some more complex problems may require additional time.
- You will receive email updates and text messages at each stage of the resolution process so you know what is being done and can provide any additional details needed. Please feel free to respond to any of our emails with questions or concerns you may have. You can also contact us via text message or phone call on our phone number.
- If you need to follow up on the status of your ticket or request an update, reply to this email or contact us via phone call or text message on our phone number. Your message will be routed directly to the support team handling your issue.
We greatly appreciate your patience and understanding during these difficult circumstances. We aim to resolve all support issues quickly and thoroughly while providing the best customer experience. Please let us know if there’s any way we can assist you further in the meantime. We will also send you a follow-up email once the issue is resolved.
Again, thank you for your patience and for choosing us as your service provider. We aim to resolve your issue and get you back up and running immediately.
Offering Compensation or Incentives (If Applicable)
To show our appreciation for your patience and understanding, we would like to offer you a small token of compensation. As a valued customer, your goodwill and loyalty mean a great deal to us.
Discount on Next Purchase
We want to offer you a one-time discount of 15-20% off your next purchase with us. Just use the code PATIENCE15 or PATIENCE20 at checkout to redeem. We hope this discount will encourage you to shop with us again and allow us to win back your confidence.
Store Credit
We can issue you a gift card or store credit of $25-$50 to use on anything in our store. This credit has no expiration date, so you can use it whenever you like. Let us know if you prefer this option, and we will promptly mail you the gift card or add the store credit to your account.
Free Shipping
As another alternative, we would like to offer you free standard shipping on your next order with us, regardless of the order amount. We know the inconvenience we have caused you is worth more than a few dollars of shipping fees. Please accept this offer as our way of correcting our mistake and easing the trouble we have put you through.
Again, we sincerely apologize for the frustration and disappointment we have caused you. Our valued customers are the foundation of our business, and we aim to provide you with the best possible experience. Please let us know if any of these offers interest you or if there is another way we can make things right. We appreciate your understanding and look forward to serving you again.
Signing Off With Continued Gratitude in Your Thank You for Patience Email
You’ve patiently waited for a resolution to your issue or request, and your patience is greatly appreciated. Before signing off, express your gratitude for their patience and understanding again.
Thank You Again for Your Patience
Once more, thank the reader for their patience and understanding during this process. For example:
- Again, thank you for your patience and understanding while we worked to resolve this issue.
- We greatly appreciate your patience and cooperation.
- Your patience and understanding during this time have been invaluable. Thank you.
Reiterate that you understand how frustrating delays and setbacks can be, and aim to provide the best possible experience in the future. For instance:
We understand that experiences like this can be frustrating, and we strive to provide you with the best service. Your patience and understanding mean a lot.
Let the reader know you value them and their business. For example:
- Customers like you are why we do what we do. Thank you for your loyalty and patience.
- We value your business and support. Thank you for sticking with us.
Express optimism for a smoother process next time. For example:
- We look forward to providing you with a better experience next time.
- Here’s to faster resolution and less hassle for you during future events!
Close by once again, thanking them for their patience and understanding. Keep your closing polite, courteous, and grateful. For example:
- Thank you again for your patience and support.
- With gratitude for your understanding and kind regards, [Your name]
Following up with continued gratitude and appreciation for their patience in your thank you email shows your customer service orientation and helps end the interaction positively. Your patience and understanding are greatly valued. Thank you!
Conclusion
You now have a template and some suggestions to get you started crafting your thank you for your patience email. Remember, a sincere and thoughtful message can go a long way in strengthening your relationship with a customer or colleague. Please keep your email brief but personal, acknowledge the delay, and reiterate your appreciation for their understanding. Let them know you value them and their time. While technology allows us to communicate instantly, sometimes life gets in the way. A little patience and understanding on both sides will help build goodwill. Your customers and coworkers will surely appreciate your note – now get to drafting that email, and don’t forget to use a suitable subject line! The few minutes it takes will be time well spent.