得罪了一个客人自己心里其实也不好受事情来由

jaesy:得罪了一个客人,自己心里其实也不好受。
事情来由:
一个客人,上年下单150个定制的袋子,于是过年前继续下单1000个,过年后回来第一天就付钱并且开单到车间了。
上上周开始,不断地提出之前的袋子,销售出去了有问题,让我们改。
但是货已经在线上做了,而且半成品都做好了,要改只能在做好的半成品基础上尽量帮客人改了。
客人还是不满意,要我们做100%的保证,并且答应如果还有问题,都要给他们免费替换产品。
做箱包这个行业,好像都没哪个厂是可以做这样的保质期承诺的吧?而且,是已经出口了的产品,到时候要替换,肯定要他们提供要替换的产品给我们啊,难道他们到时候说五百个坏了,我们也义无反顾地做五百个然后送给客人吗?
老的业务员以及老板的意思都是可以先答应了客人,收了钱以后再说。
而自己又死心眼,跟他说了老实话,第一希望他来工厂商量一下怎么改进;第二希望他在工厂查货,如果查货不行,可以在工厂就解决,以免出口后,到时候不行,要求退换就要花费更多运费;
总之,没有什么都答应客人先收到钱再说这样的做。
于是,客人就生气了。说我们不是这样做生意,不能做保证说明不能保证自己的产品质量,一大通长长的邮件。
从开始谈判,他就一点点地做要求。先是要求我们在已经生产的产品上面加固,袋子后幅加织带,在能加的基础上,都答应了。为了证明没问题,还说好了等他过来看过半成品再开始重新生产了。
接着他又要求把还没销售的75个进行替换,于是我说如果这次过来能带过来就给他做多75个。
再过了一天,他又说只能带过来60个,并且希望把已经销售出去当中的15个被投诉坏了的,也要求我们替换。也就是要做多90个。
从谈判开始,就一直是我们让步,可能自己性格问题,争强好胜,我不想再让步了。于是我就说,你能带多少个回来就给你替换多少个。其实不是不能帮他做多3个,只是真的有点意气用事。他就又开始发长长的邮件过来。搞得我崩溃了。
而且也向老板报过过几次客人的要求,老板也有点烦,就说让客人过来再说。
于是我也一再重申,请到了工厂后,和老板面对面地谈。
Hi Jaesy:
This is a long letter, so take your time to read and make sure you understand everything.
As I told you via Skype that my customer is ready to walk away from the order and from your factory.
I just had a conversation with him, and now he's pretty sure he will walk away from this deal, unless a miracle happens.
Let me tell you the reasons why, and hope that you'll learn from this experience.
I also want to let you know that my customer is like my friend his name is Clim, he will listen to what I have to say and take my advice.
A LITTLE BACKGROUND FIRST
Clim had a manufacture of cutting tools make the original bags for him, please note that this manufacture does not make any bags as their base business, they only make this bag for Clim because he mentioned to them that he needed a bag. The bags had a problem with the zipper which I showed you at your showroom. He gave the manufacture many chances to fix the zipper but they were unable to fix it. So I mentioned to Clim that the reason that the original manufacture cannot fix the problem is because they are not a bag manufacture. He should find a real bag manufacture to make this bag, a bag manufacture should know why the bags tear at the zipper because this is what they do for a living.
Then I came to you showing the problem, you said that the problem is because they sew the zipper too close to the edge and that if sew properly it should not tear. Ok, I told you that I would only order 150 pcs to test to make sure that the bags will be durable enough.
PROBLEMS
Here are the reasons why Clim is not happy and don’t have any confidence in your company;
1. As a company to make a product, knowing the problem that needed to be solved (zipper), a company should pay extra close attention to make sure that the problem will not exist with you as a manufacture. This will earn respect from your customer, but you fail to do that. The zipper problem is worse than the original bags, because at least the original bags will last 3-4 months before the zipper will tear, where as your zippers comes off at the seams in less than a month.
2. By not copying the backpack strap exactly, your company has created another problem which did not exist before with the original bag. As I told you, the original bag, the straps were stitched thru 2 layers of material and your straps were only stitched thru one layer of material. I think that any person with some common sense would know that stitching thru 2 or 3 layers would be better and stronger than only one layer, and you don't have to be a bag maker to know that.
3. Instead of apologizing for what is clearly your company's lack of quality control, you blame the design of the bag. If the design was flawed then you as a PROFESSIONAL BAG MAKER have an obligation to tell me to change the design not just offering a different material and let me choose. You as a professional bag maker should have said to me, "if you use this 600d material, your bag will not last and you will have problems, with tearing." but that was never mentioned. But at the end, the problem is not the material at all, it the single layer of stitching that you chose to do, which cause the problem.
4. After seeing the your zipper problems, knowing that you have not made a good product and also knowing that it cannot be fixed, still want me to bring to you, the 75 or more bags that I have to carry half way around the world just to show you. Also seeing images of the consumers who purchased the bags with problems is not enough to trust me, and not give me credit, for what is clearly a manufacturing problem. Arguing about 75 bags, and 30 bags, and not looking at the possible future business is really thinking small.
You have a customer who is willing to work with you, but because you argue about a little bit of money that you have to spend because of your own mistakes, shows that you're not willing to stand behind the products you make. This is a big mistake in the way you take care of your customers. You know it's very difficult to find a good customer and very easy to lose one.
CURRENT SITUATION
The original manufacture of the bag has been in contact with Clim every week trying to earn his business back. He has now offered to make a new bag using a canvas material for the same price as the 600d material. He also offered to make for Clim any quantity he wants. He has never asked for any pictures, never asked for any products back, he just asked how many defects he has, and also offer to replace them with more quantity than he claimed just because he realized that Clim has to go thru so much trouble every time there's a problem. This has always been the service he received from the original maker of the bag, but because of the zipper problem, Clim still had to find a new factory. Now with your service being a total opposite, he's realizing that you don’t offer anything better than the original factory, and feel that we've been treated like you don't want our business. So why should he stay with your company making worse products, with worse customer service? He just has no confident in your factory as a quality bag maker.
FINALLY
I don’t know, after reading this email that there's a reason for us to have to carry all the bags there, and have a meeting.
Unless you can come up with a miracle and offer something that he cannot refuse, it looks like he will just forget about the whole thing. Please note that not only you will lose a customer, but I will also lose a customer, a customer with big potential in make many more different style bags.
Thank you
art
(客人总用不会再有下次合作来跟我说,其实,我的内心,根本对客人有没有下次合作,没特别在乎。可能自己不适合做生意吧。即使是做了让客人满意的订单,我也没有特别在乎说客人会接着又下单给我。因为这个市场这么乱,客人,特别是做贸易的客人,进行对比后选择还是理所当然的嘛。
自己就真的回复了:
even this order no problems, or our factory agree with all ur requests and make you happy this time, or our factory does not agree with you request and make you very angry, do not pay the balance. about future, if you place orders or not, , as i said, i just want to live in a way as others like, i do not expect or in hope of or want to please something from others.
in my life, in addition to the loss of life, no big deal.
一个真正的生意人,遇到一个没有赚钱野心的人,说根本不在乎他的威胁。站在对方立场上想,到底是怎么样的感受?
顾客是上帝。
说话太直接,得罪客人了。
25号还是要接他过来工厂面谈,真的有点不知该怎么面对他的惶恐感觉。

despairlzw:祝1楼好运

JoyZhousz:如果真的有问题,最好还是耐心解决问题吧

jaesy:
已经很耐心了,我都让步了七八次了,每次一点点一点点地紧逼。
他说我把他弄得很累。
其实他把我们整个厂都弄得很累。
定制的产品,都上线了,还要求改这个改那个,怎么可以这样的呢?

开心创造:最痛苦的不是这样,而是被别人拒绝了更痛苦。

zhangwen316:纠结啊 唉

忘记密码:我觉得你们没必要做出让步,按照他们要求做修改的话,也要收取费用。
就算这次你帮助他解决这个问题,后面订单也不会有的。试问“谁会在一个地方摔两次呢?”

麻辣爆米花Jessi:
我也跟客户抱怨过。尽管有点觉得我过于小孩子气。可能是我遇到的那个客户比较善良吧,反倒替我着想,说他能解决好问题,不要头疼。
包括有一次寄样品给他,因为PI上面的数量和包裹不符,被当地海关罚款了,他也默默地把钱交了,叫我Forget about it.
祝1楼好运。

87年的丑女:
现在的客户也是也越来越挑剔了!

jaesy:
嗯,后来找一个很理性的国外朋友谈过了,心情就好多了。事情也暂时处理好了。
不过着实不好受一阵子。

jaesy:
如果能收取得到,作为工厂的立场肯定是想让客人承担这个修改造成的损失的啦。但是,客人完全不会让步,就是要得到他想要的东西,包括要我真心的道歉。

jaesy:
遇上好客户也有的。只是突然遇上这样一个,就很棘手。

东路天阳:只要做事 就难免遇到问题 坚持

yuelidaAmy:太多的因素不能控制,这么事的客户,我们只能硬着头皮,让自己积极的面对。态度决定最后的成果。我也会和你差不多的脾气或者处理方式,呵呵,现在站在第三者的角度看待自己处理问题的方式,还是觉得态度很重要吧。积极点,他再烦人,也是咱的客户,是咱金子的来源。咱不处理好,他就找别人,总有一个一个人,能让他满意,能赚到他的钱。那咱为什么不做那个让他满意的,能赚到他钱的人呢。加油!

jaesy:
确实如此,面对,不管遇到什么,当时那一刻会很难,但是只要勇敢面对了,熬过那一刻了,就变得不那么重要了。
其实我不在乎客人会否有下一次订单。
我也这样说了,我是一个只注重做好现在的人。
解决上个订单的问题,处理好这个订单的问题,尽管他说了no future,我依然尽心尽力做好他要做另外材料的样板问题。
至于他会不会下单,我完全不在乎,也不会去催他下单。


gzrrjt:做生意最重要的是和气。

jaesy:
我倒是宁愿这个客人在下一千个之前就告诉我这些问题,然后我先想好办法看能否解决再下单。
我不是那种为了客人拒绝而痛苦的人,我是希望把订单做好,客人各方面都满意了才下单,然后下了订单给我,做出来的大货也满意的。
其实我自己联系开发到的客人,好像都是满意的,即使有些小问题,都没这样难缠的。

jaesy:
不做出让步,就直接在这个订单,双方亏钱啦,同时我的同事也拿不到提成。我还是希望让这张单顺利地出了,至于有没有下次,还是下次再说。

jaesy:
做生意最重要是利用,若是与人相处,当然是和气比较好
而若是与生意人相处并做生意,还是利益和气并重啦。不能做到,还是会利益为先的。

fashionmay:有些客户就是这样,我们还遇到过已经开始生产了,却要求增加1个或者几个的产品,好像很容易。其实即使是多做一个,所有的材料,工序都要重新开始一遍,很烦啊!

sylar2010:深有同感就上礼拜有个巴基斯坦的客户也是使命压价,我都不想做了,老板还是接了。现在好了,动不动就去找老板说这说那,老板又不懂,还是得我翻译,真他妈气死我了,完全忽视我的存在,并且又还得和他交流。大爷的

牙科:学学老智慧

产地证/证明书:像我做的都是一次性客户,

sujingmei:其实,私人感情真的不好牵涉到工作中去。
我们要有个性,但也要在原则的允许下展现个性。
他能是我们的客户朋友,但真的不是生活中的朋友。

zhhb84:不管怎么样 我支持1楼。只是如果1楼可以更换一种表达方式,可能更可取。

刘嫣然:不管怎么样,1楼还是太直接了,做为一个第三者的角度来看,虽然自己在工作中有时面对客户也会暴脾气,逞一时之气,但终究还是觉得自己,不太成熟。

China_Emma宁波:这个客户事先不说好,要求改这改那,浪费时间,既然这样你收费算了,跟船公司一样,收改单费。说不定一听说有费用就不改了:KB

赵欢停:
说实话1楼, 个人觉得在态度上上可以委婉一些, 但是在细节上能做的要做好,不能做的就得让客户付报酬。
站在客户的角度思考一下,他卖的产品出现了问题,心情肯定不好,你道歉给予安慰,他就会缓和许多。但在产品的事情上,你不必处处忍让,做不到的要明确指出来,其实个人感觉,他可能就是心理不平衡,想让你道歉。

得罪了一个客人自己心里其实也不好受事情来由
文章首发表于:2013-3-18 17:16

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