When you face the careless customers, what would you do?
In the recent, we have two orders faced problems before shipping due to customers careless.
1. One customer ordered marine propeller, in December 2021, he first inquired us the propeller with 5 blades propeller drawings, we sent him quotation to support him win the order.
Around January 2022, he brought new propeller drawings, and told us that is new design for the before propeller, now is 4 blades, propeller weight also adjusted, We sent him new quotation, and told him that 4 blades propeller price and material is better to support him to win the order.
About the end of March 2022, he told us the customer confirmed the order, asked us to send him PI, then we made 4 blades propeller PI for him, he also according to the 4 blades PI paid us. We followed his 4 blades propeller drawings arranged the produce line. We also checked with him about the small details about the 4 blades propeller, he replied us also marked “5” on the drawings, we ignored it, just focus on the details we want to checked with him (that is our careless).
In the start of June, we started to arrange shipping about the propeller, and sent him the propeller photos, at that time, he was amazing, he said he need is 5 blades propeller, not 4 blades. We were shocked, too! Since all followed 4 blades price and drawings. This is big propeller, not small goods.
Then that customer started argue with us, we admit that we ignored the “5” that he wrote on the drawings, however, he also said that is not the final drawings. We should try our best to support him reduce the loss, since the main question caused by his’ careless.
Argue more is useless, the most important is how we solve the problem and help customer reduce the loss. We should be the sober one, can not just worry, it is useless.
In the first, we pacified the customer. The have a meeting with our director, four solutions were proposed quickly for customer( for our long business, we will also help him undertake one part loss？ Earn money is not the final target, our target is to support our customer, help them win more and enjoy more.
In the final, customer adopted our solution, double win.
2. The second order is reckless. The customer ordered the pump set from us. We sent him the quotation with pump set specifications, he also checked well. Before packing, we also sent him the pump set videos and photos, he also said well. He told us, do not worry to ship the pump set, since his final customer hired the inspector to check the pump set. After the inspector checking the pump set. He told us we did not help him install the fuel tank. In our industry people all know, big pump set do not have fuel tank, it is optional parts, if need should tell supplier in the first. In the normal do not need it, since just need use the fuel pipe insert into the fuel tank is ok. And can put the fuel tank at anywhere when operate. We also sent him solution and wait his reply now.
From these, we should know, your customer may not professional, may not careful one. Avoid these questions, we should be the professional one, we should be the sober one! Try our best to support customer, do not feel it as trouble, it is very necessary! It is necessary to check everything well before producing (except receive the client's confirmation still have question)
We should pay 120% attention to our customer’s order! Win-Win!
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