Stop Saying 'Sorry' in Business Emails: 15 Empathy Phrases That Actually Build Trust
Let's be honest for a second. How many times have you typed "Sorry for the delay!" or "Sorry to bother you, but..." in an email this week? If you're anything like most female entrepreneurs, the answer is probably more times than you'd like to admit.
Here's the thing: you're not actually sorry. You're running a business, managing clients, building an empire, and occasionally, gasp, taking more than 24 hours to respond to an email. That's not something that requires an apology. That's called being a professional with a life.
The over-apologizing habit is real, and it's quietly undermining your authority in every inbox it touches. But the good news? There's a better way. When you learn what to say instead of sorry to show empathy, you can acknowledge someone's experience, build genuine trust, and still command the respect you've earned.
Why "Sorry" Is Secretly Sabotaging Your Business Emails
Before we dive into the alternatives, let's talk about why this matters, especially for Denver female entrepreneurs networking their way to the top and women building six-figure businesses everywhere.
Every time you apologize unnecessarily, you're subconsciously telling the other person (and yourself) that you've done something wrong. But responding to an email on your own timeline? Not wrong. Having boundaries? Not wrong. Asking a clarifying question? Definitely not wrong.
Over-apologizing can:
Diminish your perceived expertise (clients start wondering if you should be sorry)
Create an uneven power dynamic in professional relationships
Undermine your confidence over time (your brain believes what you tell it)
Make your communication feel less decisive and more hesitant
The women I've connected with through Second Degree Society and other networking communities know this instinctively. When you're in a room full of confident, ambitious entrepreneurs, you quickly realize that owning your time and expertise isn't rude, it's professional.
The Mindset Shift: From Apology to Empathy
Here's where things get interesting. The goal isn't to become cold or dismissive. You can absolutely acknowledge someone's frustration, validate their experience, and show that you care, all without diminishing yourself in the process.
The secret? Lead with empathy, not apology.
Empathy phrases validate the other person's perspective and demonstrate that you understand where they're coming from. They shift the focus from "I did something wrong" to "I see you, I hear you, and I'm here to help." That's the kind of communication that builds trust and long-term client relationships.
Let's get into the phrases you can start using today.
15 Empathy Phrases That Command Respect and Build Trust
Validating Frustration (Without Taking the Blame)
When a client or colleague is frustrated, your first instinct might be to apologize. But often, what they really need is to feel heard. Try these instead:
1. "I can hear how frustrating this has been for you."
This acknowledges their emotion without accepting fault. It says, "Your feelings are valid," which is often more powerful than any apology.
2. "I completely understand why you'd feel that way."
Validation is magic. This phrase lets them know you're not dismissing their concerns.
3. "That would frustrate me too. Let's get it sorted out."
This one's a personal favorite because it does double duty: it validates AND pivots immediately to problem-solving.
4. "I can imagine how stressful this must be."
Perfect for high-stakes situations where emotions are running hot.
5. "Thanks for your patience while I looked into this."
Instead of "Sorry for the delay," flip the script. You're thanking them for something positive rather than apologizing for something neutral.
Demonstrating Understanding (Like a Pro)
Sometimes what someone needs most is to know that you get it. These phrases show you're paying attention:
6. "Thanks for sharing that, I'd feel the same way in your shoes."
Relatable, warm, and zero unnecessary guilt. This is the gold standard for empathetic communication.
7. "I can see this is really important to you, and I want to help."
This phrase positions you as an ally and a problem-solver, not someone who messed up.
8. "Your feedback is valuable, and I appreciate your honesty."
When someone's giving you constructive criticism (or, let's be real, just criticism), this response keeps things professional while acknowledging their input.
9. "I understand you're working on a tight timeline."
Instead of apologizing for not meeting an unrealistic deadline, acknowledge the pressure they're under. It's empathetic without being self-deprecating.
10. "I appreciate you bringing this to my attention."
Perfect for when someone points out an issue. You're thanking them rather than groveling.
Taking Action and Offering Support
The most powerful thing you can do after validating someone's feelings? Show them you're ready to fix it. These phrases move the conversation forward:
11. "Let me figure out how we can make this right."
Proactive, confident, solutions-oriented. This is main character energy in email form.
12. "Let's work together to find a solution that works for both of us."
Collaborative language builds partnership rather than putting you in a subordinate position.
13. "I'll work with my team to get this resolved quickly."
This shows you're taking action AND that you have resources behind you. Very CEO vibes.
14. "Here's what I can do to help..."
Skip the apology and jump straight to the solution. People remember how you fixed things, not how many times you said sorry.
15. "I'm committed to making sure this doesn't happen again."
For situations where something genuinely went wrong, this phrase acknowledges it while focusing on the future.
Real-World Swaps You Can Use Today
Let's make this even more practical. Here are some common "sorry" situations and their empathy-driven alternatives:
Instead of "Sorry for the late reply!" try "Thanks for your patience, here's what I found."
Instead of "Sorry to bother you...!" try ""I have a quick question when you have a moment."
Instead of "Sorry, I can't make that work." try "That timeline won't work on my end, but here's what I can offer."