Everyone goofs up sometimes. But a well-worded apology can help head off some potentially explosive client eruptions. Try these tips to keep your apology sincere and professional:
Start by apologizing. Acknowledge your mistake and how it affected the client and his or her pet.
Cut the excuses and the blame. You sap the sincerity out of "I'm sorry" when you follow it up with a "but."
Identify what you'll change. Clients will know you're serious if you tell them what you plan to do to avoid a similar mistake in the future. For example, "Mrs. Smith, I'm so sorry we forgot to bathe Lady while she was boarding with us. I'd like to give you a coupon for a free bath, which you can use at your convenience. And next time Lady stays with us, we'll make sure her bath is scheduled in our computer system."