How does delay delivery talk? Train of thought is very serious!
Article _ firm ice
ID_iceyibing
Deliver the goods to delay, actually a lot of friends do not think, who does not want to protect protect a quantity to finish character, who is willing to bear the burden that does not observe acceptance? But do not have method, we make foreign trade know, the meeting in reality has too much and accident circumstance to happen, some problems foreknow hard at all.
E.g. , raw material rises in price, the procurement cycle of the factory became late largely month.
E.g. , the worker is in short supply, crop is compared the corresponding period dropped last year.
E.g. , environmental protection requirement, energy-saving decrease a platoon, produce can not follow to go up.
E.g. , order of keep long in stock is too much, every client is urged in death, boss big client of can preferential safeguard.
E.g. , order err, rise afresh from the beginning.
E.g. , character is real too poor, do not have method, must redo.
E.g. , the client of the little brother introduction of the 3 uncle of small honey of the boss issued order, must insert sheet, other form in the future is pushed.
...
Good, the incident of what strange flower appears likely, cause the delay of order possibly, bring about you to be explained hard to the client. Do not talk for the moment here, cause the cause of these elements, how avoid and perhaps should manage, we think merely, happened really when the problem, how should we explain to the client.
Generally speaking, according to my summary, major clerk, can 3 kinds answer strategy.
The 1st kind - shirk responsibility -
The clerk with scant experience, often can use this method that compares mental retardation.
Can shift responsibility to the factory, it is the factory offers money slow;
Can shift responsibility to the boss, it is the order that the boss deferred you;
Can shift responsibility to finance affairs, it is gold of financial agree on is less than cannot arrange order;
Can shift responsibility to the colleague, it is to worked in the same place to make a mistake your date of delivery to do not have seasonable processing.
Such post may writing:
Such post may writing::
Hi Michael,
Sorry To Inform You That The Delivery Time Should Be Delayed Two Weeks. Our Factory Inserted An Order For Their Customer. That Is Why I Have To Tell You The Truth.
Best Regards,
Dick
Dick
This thinking is very of mental retardation, think oneself are right completely, oneself also are a victim, lose boiler to others, can arouse the heart of the client that be the same as manage, reduce a client to resent to his, actually big erroneous.
Because of cooperative object of the client, it is this clerk, is not boss, not be a colleague, not be a factory, either someone else. Have a problem, give an issue, he wants to search, it is same individual, this is inescapable, this responsibility is pushed impossibly.
In client eye, this contact, represented this company actually, be external figure and join window. Be just like us to have a meal in dining-room, ate cockroach, this is the wholesome problem of dining-room, need dining-room will assume, is not to be able to swing boiler give chef, it is chef was not handled clean, perhaps swing boiler to give the supplier that feed capable person, it is the vendor gives an issue.
If be the problem of others, does the client work with your collaboration? Why does the client look for you? Just need a microphone merely? Be still the supplier of a honest, controller?
The 2nd kind - active apology -
Apologize actively, it is one bears the blame, have the show that take on, it is right to, the fault is wrong. Acceptance was not achieved, that is about to be brave in to assume, apologize to the client, show an account. As long as either too too serious problem, I believe most client can understand, be willing to face and solve a problem.
But apology, should have skill. How to apologize? How expression? Mood how? It is to have cultured very much, want to be decided according to particular case, should be in find optimal program for a short while.
Hypothesis client is Power model, the old boss that is big company is in charge of high perhaps, and the clerk is young woman student, at that time, playing affection card is relatively right way. Apologize cordially with the client, because real difficulty caused order delay,express, ask a client to show sympathy. Statement respect, OK and proper abasement, often a lot of clients fall in the case with not serious issue, won't too dispute.
The mood of mail, be this appearance probably:
Be this appearance probably::
Dear Michael,
I'm Really Sorry To Inform You That The Delivery Time Should Be Delayed Two Weeks.
We Met A Procurement Hiccup When Running This Order At The First Time. And Everything Is OK Now.
I Genuinely Hope To Get Your Support And Understanding. Thanks.
Best Regards,
Lisa
Lisa
The sales promotion order of locking time of if it were not for, most groovy order, delay is not too big question two weeks, also purchase a plan in what great majority buys a hand inside, so attitude is lowered, the client supports and forgive please, plus sincerely apology, often easy important matter is changed small, bagatelle was changed.
This plan, the quadrature in the compasses in can saying only, crisis processing does not calculate how terrible, but also do not have any window, do not add cent not to buckle cent, do not have flatly surprise.
The 3rd kind - blurt out lies model -
This is me most a kind when be fed up with, also basically all clients tolerate hard, the blurt out that is without sincere letter namely lies.
The key is, lay to still calculate, deal, more or less everybody can have bit of hyperbole, have bit of affusion, a bit vaunting, but everything still is in what game carries out inside regular limits. For instance profit has 20% obviously, but say with the client, our gain is very small, this order is very difficult gain, this can be accepted. But if follow a client to say, of our lose money in business, this order does us to want deficit 20% , this cannot be accepted namely.
It is actually here " degree " problem, see you how hold. Full mouth runs the train, but via removing any deliberate when, can let a person suspect your sincere letter only, oppugn your bearing, be without confidence to your product and your company then. Since confidence was done not have, how can future cooperate happy?
Be just like delay delivery, you can apologize cordially, show a case, ask for client understanding, this is meddlesome affection, be brave in to assume. Even if shirk responsibility, let a client feel disgusted a bit at most, also not likely can have worst result. But lie avowedly, for instance the factory caught fire, for instance workshop removes, for instance half month checks power cut to wear the reason of the side or excuse etc, that is to give dig one's own grave really.
The client is not fool, a lot of moment, just be not found out just. True wanting is truer when having rise, backside of a crammer, do you have skill to be masked with countless crammer really? Paper does not include fire, be being uncovered to defeat thoroughly is time problem. Below this kind of circumstance, I am disinclined even mail to write, lest give everybody teaching material of an opposite case.
The 4th kind - cerebral hole is large model -
Good, I admit, here has the suspicion of party of a bit caption. Actually I think those who say is, when encountering a trouble, should regard it as a favourable turn, change evildoing meddlesome, reflect oneself major and accomplishment reversely.
This is just like " crisis public relations " , do to the incident that has appeared rescue. Do was bungled, the likelihood loses the client's faith, brand image declines cereal bottom; Can have been done, can turn an incident into sale instead, change thousand carries a the main chance that meets hard.
My train of thought, it is to be on the 2nd kind of foundation that answers strategy actually, make development analyse, come to what prove oneself further rely on chart and discretion.
Above our regression this case, suppose this groovy order, delay two weeks already accomplished fact, each respect affirms and had understood, won't give an accident again really, at that time, need to be conceived well, with negotiation point of the client, how the influence that put an end to brings, how the element with advantageous to one's own side translate into.
My train of thought is such:
Client explanation, very feel sorry, date of delivery needs defer two weeks.
The reason is, when our interiorly examines goods, discovered a small flaw. (of course, can be very small a very small nick, perhaps packed a box to be crushed again little, pat a picture intentionally to look to the client, but this can be accepted absolutely, the sale that does not affect a client completely) if,our company inspects the character of the product all the time life, do not allow any imperfect products absolutely absolutely, sell our client. More what is more,the rather that, you are our VIP client, we can not look on indifferently absolutely.
So, we decide finally, make this batch of money all inspection, ensure as far as possible the stability of character. Give you brought worry to state delay delivers the goods, we decide to be in below one sheet, give you the discount of 3% , hope you are understandable.
If use mail to draw up, it is this appearance roughly. I am written casually, the friend with good English can continue to optimize:
The friend with good English can continue to optimize::
Dear Michael,
I'm Really Sorry To Inform You That The Delivery Time Should Be Delayed Two Weeks.
In Reality, we Found Some Minor Scratches On The Body Surface During Our Internal Inspection. Please Check The Photos In Attachment.
We Understand It Is Essential To Ship The Goods On Time. But We Cannot Lay Off This Issue. We Take The Quality As Priority And Cannot Sell Any Defective Items To Our Customers, even A Minor Problem.
Therefore, I Plan To Arrange The Full Inspection Soon, to Assure The Quality For These Products. And The Updated ETD Is 16th May.
Furthermore, a 3% Discount Will Be Provided In The Next Order, to Say A Big SORRY To You.
Sincerely,
Yibing
Yibing
This one combines a fist, it is one Shisan bird actually.
Above all, this nick, can be him conveniently delimits two slight, take a picture that is not close-up next, let it be done not have it seems that so apparent, unapt the quality that makes a client true worry about a product. Can pass all inspection this is nodded, will build more time, also expressed oneself secondhand the attention to character. Want to know, at ordinary times you say again much, what our quality is good, we pay attention to character, trashy, return not as particular as case, will get thorough popular feeling.
Next, original delay is a bad thing, let a client easily generate doubt to your administrative ability. But you so come, held moral commanding elevation first, talk with character issue, let a client cannot find the place that find fault. Obviously very small character issue, you won't go-by, the order of that future, nature is right you more be at ease.
Again, below one sheet comes a discount of 3% , apparently seeming is to be in an unfavorable situation, but come so, had drafted game regulation first, have the initiative counterpoises. The client if because of a very small business, the lion starts to talk greatly, he finds chance and power very hard also. This still is a piece of credit check, the client wants to cash, be about to prepare next order form, just get the Refund of 3% likely.
Encounter a problem when us so when, I want to admonish everybody, not look for excuse for a short while, not for a short while evade responsibility, think well however, how to find the optimal program that solves a problem, how to get the biggest increase.
Still be that word, thinking decides an outlet.
