One Sentence Can Undermine an Entire Customer Service Response

I'm a member of several Facebook groups where unhappy homebuyers share stories about their experiences with their housebuilder. As you might imagine, a lot of the content is negative; people frustrated by delays, poor workmanship, or being passed from one department to another.

But recently, a post caught my attention for a very different reason.

A homeowner shared screenshots of the final email she’d received from her builder. Her message expressed frustration that the company had “washed its hands” of the issue and walked away. But when I read the actual reply from the builder’s Customer Care Manager, I had a completely different reaction.

It was a well-written response.

It outlined the steps the company had taken to investigate the issue. It explained that an independent contractor had assessed it and confirmed everything was within specification.

The Customer Care Manager concluded that no further action would be taken. Still, the customer was given a clear next step: if she wasn’t happy, she could escalate her complaint to the New Homes Quality Board.

So far, so good. Professional. Detailed. Transparent.

But then I reached the final line:

"It is with regret that we are unable to assist you further on this occasion."

That one sentence undid almost all the strength of the message that came before it.

Why? Because if you regret not helping… why not help?

This closing line was vague, formulaic, and passive. It clashed with the otherwise confident tone of the response. Most importantly, it left the customer feeling dismissed, even though the bulk of the message had shown care and diligence.

This is why every word in a customer service response matters

Especially the last ones. That final sentence is the one that lingers in the customer's mind. It's the last thing they read. It frames how they feel about everything that came before.

Let’s be clear—I’m not saying the builder should have sent someone out to resolve the issue. That kind of gesture can open a can of worms, especially when neighbours or future buyers expect the same treatment. But this particular builder likely has the financial resources to take that step. They aren’t unable to help—they’ve simply chosen not to, and that’s a key distinction.

Using language like “we’re unable to assist” when you clearly are able—just unwilling for broader business reasons—only makes the customer feel worse. It’s disingenuous and undermines the credibility of everything else in the message.

If you're in the housebuilding industry, this is especially important.

Your homes are personal. Emotional. And your customer service needs to reflect that. A single closing sentence can either reinforce your professionalism—or undo it.

The takeaway? 

If you’re responsible for customer communication, don’t let one sentence undermine a thoughtful, professional response. Words carry weight—especially at the end.

P.S. How could the email have been finished off?

The email could have ended after directing the customer to the New Home Quality Board if they remained dissatisfied. However, a more considered closing might have gently reinforced the builder’s ongoing commitment to warranty-related support. For example:

“At [Builder Name], we want every homeowner to feel confident in the support available to them. If you experience any further issues that are covered by your warranty, please do get in touch — we’re here to ensure those matters are resolved promptly and professionally.”

Would you like to learn more?

Our Dealing With Difficult Customer Situations course focuses on helping you be the best you can be in situations where every word matters. More information here.