Are your email skills spot-on? You might be surprised. A study showed that we often must pay more attention to how well our emails are understood. Only 56% of emails hit the mark, so your message might come across more than you intended. This is especially true when discussing something important, like

The fix? Simplify your emails. Cut out the fluff and avoid those overused phrases that can lead to confusion. Let’s clean up our email habits for better clarity and impact.

Email Phrases to Avoid

Crafting effective emails is crucial for clear communication. Here are some common phrases to avoid. Instead, use these for more positive talks with your customers.

  1. “Sorry to bother you.” Don’t start with an apology. Be direct about what you need from your customer. They’ll respect your straightforwardness.
  2. “Let’s touch base.” That’s too vague. Replace it with clear actions, like “Let’s chat on Friday about the new website navigation.”
  3. “To be honest with you …” Sounds like you weren’t being honest before. Be upfront without this phrase.
  4. “You should …” Avoid sounding pushy. Use “I recommend …” for a friendlier tone.
  5. “No problem.” It might imply that doing something was a problem. Say “You’re welcome” instead.
  6. “I’ll try … “Sounds unsure. Give a concrete deadline to show confidence, even if it’s further out.
  7. “The problem is … “Frame issues as specific challenges with solutions, not problems.
  8. “I completely understand how you feel.” I need to understand more precisely. Show empathy and focus on solving the issue.
  9. “As I mentioned before …” Avoid highlighting repetition. Be patient and re-explain if needed, or suggest a call.
  10. “Checking in” Be specific in your subject line to avoid anxiety. Tell them what you’re following up on.

Enhancing your email communication is a continuous journey. Replacing these phrases will build stronger, more respectful relationships with your clients.

Business Email Phrases to Try

“Thanks for…”

I learned a lesson in customer service: the power of avoiding unneeded apologies. Whenever you apologize, you admit that you or your company made a mistake. This is necessary at times. But remember that it hurts the customer’s experience. Some customers might only realize you’ve made a mistake once you highlight it. 

Instead, thank customers. Do not apologize to them for minor inconveniences. Use phrases like “Thank you for your patience” or “Thank you for understanding” to show appreciation while acknowledging the delay.

“Please feel welcomed…”

Whenever you provide a customer with information, you should give them a way to contact you if they have questions. But saying things like, “Let me know if you have any questions,” may come across as authoritative and dissuade customers from following up.

The phrase, “Please feel welcomed…” invites customers to reach out whenever they feel comfortable. This creates an open door where users can ask questions at any point in the customer’s journey. This phrase tells them they can contact you even if they don’t have questions. They can do so if they need to clarify your message. 

“I hope all is well.”

You should include a message like this to begin a friendly dialogue when starting your email. This shows that you value the interaction and create a personalized relationship with the customer. 

If you immediately try to solve the problem, the customer may feel like they’re just another issue that needs resolving. Checking their well-being before troubleshooting shows you’re intelligent and invested in their experience. 

“I would appreciate your help.”

Sometimes, you’ll have to ask a customer for help. But, the favor you’re asking for can be challenging. 

When asking for help, describe what you need first. Then, summarize precisely how they can help you do your task. Please align your goals with the customers. This will ensure they understand what you’re asking them to do. Finally, wrap up your request by saying you would appreciate their help. 

“Looking forward to hearing from you.”

This is a great phrase to use when wrapping up your emails. Instead of saying, “Talk to you soon,” or, “Thanks again,” this keeps the dialogue open. It also sets up an expectation for a response. This is a compelling message for encouraging feedback. Use it when asking a customer for help or extra information. 

“My apologies for…”

You should limit your apologies. There will be instances when you may commit errors, and it will be necessary to take responsibility for them. In these instances, you should use the phrase “my apologies” instead of “I’m sorry” for two primary reasons. 

First, “my apologies” sounds more professional than “I’m sorry.” This is vital for B2B service reps. They work with customers who expect professionalism.

Customers are more likely to view “my apologies” as sincere than “I’m sorry,” which can sometimes be perceived as a casual phrase used to deflect responsibility. But using the words “my apologies for…” shows you’ve thought about your response and know the trouble you’ve caused. 

“I understand that something (x) has resulted in something else (y)…”

You must apologize for issues beyond your control, like faulty products or bad advice. Show you understand the problem and its impact on the customer. This helps reduce frustration, builds trust, and makes customers feel heard and supported.

“I wanted to update you…”

Troubleshooting didn’t go as expected. You can use this phrase to give more information to your customers. Don’t say there was an issue or a setback. “Update” implies you’re still making progress on their case. 

Even if the update is a roadblock, you must overcome it. Using this language makes the problem easier to solve, which will help keep a customer’s trust, even when a problem is more complex than expected. 

“I’d be happy to…”

If you offer to do something for a customer, you should sound excited about it. After all, you’re there to make the user happy. So, their needs are your top priority. With that in mind, this phrase shows customers you’re eager to help. It shows that there’s nothing too complicated or tedious that you can’t do for them.


In my third year of college, my marketing professor was from Transylvania. He gave me the best advice about writing emails. She told me to look for every opportunity to like the word “you.” Including this would provide my request a more compelling edge when presented to the reader.

The reason is that when you include the word “you,” you’re calling out to the reader. You’re talking to them and making a direct request. It’s much harder to ignore a call for help when the person in need makes it sound like you’re the best person for the job. By incorporating the word “you,” your readers will feel like if they don’t help, no one else will. 

Final Thoughts

To write better emails to clients, use clear and confident phrases. Ditch confusing or weak ones. This not only prevents misunderstandings but also strengthens your relationship with clients. Could you keep it simple? Be direct. Use every word to have better talks.

By Grace