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Business Writing · Business Email
Responding to a Client Complaint
You are the customer success manager at CloudSync, a SaaS company providing cloud storage solutions. A long-term client, David Park at Meridian Consulting, has emailed complaining that the latest platform update caused data syncing delays that disrupted his team's workflow for two days. He is considering not renewing his annual contract. Write a professional response email that acknowledges the issue, explains what went wrong, describes the steps your team is taking to fix it, and offers a goodwill gesture to retain the client.
A business email succeeds when the reader can grasp your purpose and what you need from them in seconds. Strong business writing is clear, concise, professional in tone, and well organised — never a single dense block of text.
1. Subject line & greeting
1 line + 1 greeting- A specific subject line that names the topic (not "Hello" or "Question").
- A greeting matched to the relationship ("Dear Ms. Carter," / "Hi Tom,").
e.g. “Subject: Request to reschedule Thursday's budget review”
2. Opening — state your purpose
1–2 sentences- Say why you are writing in the first sentence — do not bury it.
e.g. “I am writing to ask whether we can move Thursday's budget review to Friday morning.”
3. Body — context & details
2–4 sentences- Give only the background and detail the reader needs to act.
- Use short paragraphs or a bulleted list if there are several points.
→ “The reason for this request is …”
4. Call to action & sign-off
1–2 sentences- State clearly what you need and by when.
- Close politely and sign off with a professional closing and your name.
e.g. “Could you confirm by end of day Wednesday? Thank you — Best regards, …”
Common Pitfalls
- Burying the purpose in the third paragraph. Lead with what you want.
- A vague or missing call to action — the reader should never wonder what you need from them.
Writing Tips
- Cut every word that does not help the reader act. Conciseness is a core marker of strong business writing.
- Re-read once for tone: professional and courteous, never blunt or overly casual.
Turns on the first-language analysis — which of your errors are the ones speakers of your language typically make, and why. It's the part of the report people tell us they can't get anywhere else.
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