Lesson 6.2: The repair message

When something goes wrong, many U.S. businesses move straight to the fix. "The shipment was delayed due to a supplier issue. New ETA is the 20th." It is efficient, factual and focused on the future.

For many Nigerian partners, the facts are only part of what needs repair. A missed deadline or a blunt email may have caused embarrassment inside their company. Your contact may have had to explain the problem to their managing director. The repair needs to restore respect and trust as well as the schedule.

Call first, then write

For anything more than a minor slip, start with a phone call. Calls carry weight and show effort. Ask after the person, acknowledge the problem in your own words, listen, and say you will follow up in writing. Then send the written repair message so there is a clear record, and so your contact can share it with senior colleagues.

The structure of a repair message

1. Greeting and courtesy, with title and surname.

2. Acknowledge the relationship: show that you value the partnership.

3. Name the issue plainly, without blame or excuses.

4. Take responsibility for your part, specifically. "I apologize for the delay in shipping your order" is stronger than "Mistakes were made."

5. Explain briefly, if it helps, but do not let the explanation become an excuse.

6. Offer the fix: what you have done and what you will do, with dates.

7. Invite their view with an open question.

8. Close warmly, and offer a call.

A note on "sorry"

In Nigerian English, "sorry" is often used to express sympathy, not to admit fault. Someone may say "sorry" when you trip or when you mention a long journey. So, in a repair message, make your apology explicit: "I apologize for..." or "We take responsibility for..." This avoids any doubt about what you mean.

Who should send it

For a serious issue, a message from your owner or a senior leader can add weight, matched to the rank of the person most affected. Use the "Introducing a senior colleague" approach if they have not been in contact before. For smaller issues, the person who has the relationship should send it.

When the misunderstanding was mutual

Sometimes both sides misread each other. You can still take responsibility for your part without assigning blame to theirs: "I realize I was not clear about the delivery terms, and I should have confirmed them in writing." This lets your partner save face and often invites them to acknowledge their part in return.

Saving face for your contact

Write the message so your contact can forward it upward without looking bad. Avoid details that imply they missed something. Thank them for their patience and for raising the issue. This makes it easier for them to keep championing you inside their company.

The transferable principle

In any relationship-first culture, repair the relationship and the problem together. Call first, then write. Acknowledge, take clear responsibility, offer a concrete fix, invite their view and close warmly.

Worked example: Your team missed a promised shipment date, and your contact had to explain the delay to his managing director.

Mr. Bello,

The shipment was delayed due to a supplier issue on our end. New ETA is the 20th. Sorry for any inconvenience.

Dear Mr. Bello,

I hope you and your family are well. Thank you for speaking with me this morning.

I want to apologize sincerely for missing the shipment date we promised for your order. I know this created difficulty for you and your team, and I am sorry that it did.

A component supplier delivered late. We have now received the parts, and your order will ship on Friday, 20 March 2027. I will send tracking details the same day. We have also added a second supplier so this does not happen again.

Is there anything further we can do to support you with your management or your customers? I am happy to join a call with your managing director if that would help.

Warm regards,

Dana Price

Why it works: it follows a call, apologizes explicitly, names the issue without excuses, gives a dated fix and a preventive step, and offers to support the contact with his own senior people.