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When your delivery is delayed, teach you how to deal with customers correctly.

Release time:

2020-10-28

In foreign trade work, price, quality and delivery time, these three can be said to be the core of the three aspects. Although we often talk about the words price, quality and delivery time, and the importance of these three is already a cliché, I feel that many foreign trade salesmen pay too much attention to price and quality, and do not really pay enough attention to delivery time. Many foreign trade salesmen have encountered such a problem: the customer orders in the cooperation are less and less, until one day suddenly lost contact and cooperation. So I began to figure out the reason, is it because the price is high? (Unsettled, hurry to low prices and then attract customers.

In foreign trade work, price, quality and delivery time, these three can be said to be the core of the three aspects.

Although we often talk about the words price, quality and delivery time, and the importance of these three is already a cliché, I feel that many foreign trade salesmen pay too much attention to price and quality, and do not really pay enough attention to delivery time.
Many foreign trade salesmen have encountered such a problem: the customer orders in the cooperation are less and less, until one day suddenly lost contact and cooperation. So I began to figure out the reason, is it because the price is too high? (uneasy to hurry to low prices and then win over customers) or the quality is not too hard?
In fact, many foreign buyers change suppliers not all because of high prices, poor quality, but also a large part because of frequent delays in supplier delivery.
Seeing that many friends are puzzled by the customer's delay in delivery and the supplier's untimely delivery, I would like to share with you the following based on my own experience:

1. don't turn the customer's problem into your problem.
Let me give you an example:
There was such a French customer who seldom replied to emails. When he has an order plan, he will send an email asking for the price. The price is low, not to mention, the delivery time is also very tight.
For example, it takes about 50 days for us to normally make a high-rise biscuit iron box, but the customer requires 30 days for delivery. For our customized products, the delivery time cannot be so fast. I asked him why the delivery time of each order is so tight.
The customer said that the economic situation is not good, dare not do inventory (now more and more customers are like this), so each order can only be ordered in stock. In addition, his customer requires 60 days of delivery, so he can only give us 30 days of delivery.
I checked it out. Normally, it takes 3-4 days to wait for the advance payment after PI is sent, and then it takes 7 days to order raw materials and packaging materials. Once this is calculated, 10 days are gone. Then some production arrangements and adjustments may be made. It is impossible to arrange the production of customer orders immediately. There may be a difference of 3 or 4 days before formal production starts. Then there are only about 10 days to produce, which is basically impossible.
PI send ---Transfer advance payment --- RCV 3-4 days
Purchasematerial & packaging ---- RCV 7 days
Time ofwaiting for production ---- 3-4 days
Productionperiod ------ 25 days
TOTAL: about40 days.
As you can see, we can deliver the goods in about 40 days. But I usually add a buffer period of at least 7-10 days. Therefore, the general delivery time I reported is 50 days. The customer said that the delivery date was too late and he could not accept it. I said I'm sorry, our best delivery time is 50 days, but we will try to coordinate the production plan better, strive for a few days earlier delivery. The customer was still not satisfied, saying that the last delivery time was also so long, which led to his customer's shortage of stock and had to replenish the supply from the local market. I had to tell him that for some products with long delivery times, please ask his customers to check the inventory regularly, and if there are orders, please place them a few days in advance, so as not to affect subsequent sales. I suggest to the customer to divide a high cabinet into two small cabinets and ship them in batches. The customer ignored my advice and continued to complain that our delivery time was longer than that of other suppliers.
I said I understand your mood, but the fact is that each supplier's order situation and production plan are the same, please consider my previous proposal.
客户继续各种吐槽，最后说：we need morerespect. You should do something to improve the situation.
At that time, it was already 9 o'clock in the evening, and I was still working overtime in the office. The mood is a little annoyed, so quickly reply to him:
You deserverespect while we need more understanding. We've worked for one years and youare clear such hand-made products need more labor time. It's really upset forus to make urgent order. The work need to be arranged in advance.
The customer replied to the email,
You areright, I will talk with my client to place order in advance for future orders.But this time, my client really need goods urgently. So pls make the first 20ftcontainer in 20days ok ?
The customer made a compromise and said that he could accept up to 20 days delivery. But I made a schedule with the factory, so our delivery time is still too tight, unless we work overtime to catch up with the goods.
All things considered, I still decided not to reluctantly take orders (the actual customer's profit is not very good). I told the customer that I had no way to confirm the order and that the delivery was too tight to ensure on-time delivery.
To do business, one must have a good mentality (I always emphasize), because it is particularly important for the healthy growth of a foreign trade salesman. You can't be angry when the customer is angry, and you can't be anxious when the customer is anxious (often impatient to do bad things). If you reluctantly accept the order and finally fail to deliver the goods on time, when the customer desperately urges the delivery period, the pressure and pain at that time are far greater than the pleasure of receiving the order for a while. Another reason I don't want to reluctantly take orders is because the profit is not very good. If the orders you receive are always these low-profit and demanding orders, I think they will eventually wear off most of your energy and are really not worth it.
For our foreign trade salesmen, how should we weigh the orders? Personally, I think: the orders with good production arrangement, fast delivery, no entanglement, and no excessive energy and resources are good orders, so that customers can turn over orders quickly. This kind of order earns even less, but you don't have to worry about it. After a single shipment, regularly ask if there are any new orders. Recently, production is busy. Please consider arranging orders as soon as possible.
If the order delivery time is tight, the profit is not good, and the single packaging is troublesome, such orders are really worthless unless they are highly profitable. It's thankless to work hard, and it took a lot of effort to sell an atomic bomb. The money earned is only enough to buy a pot of braised eggs. Isn't that necessary?
Later, the customer didn't reply, and I didn't care. Two days later, he sent an email agreeing to my suggestion to ship in batches, asking me to send PI and ask for delivery as early as possible.
In this example, we can see that due to our long delivery time, the customer has passed on an urgent or anxious mood to us (emotions can be contagious). If you are eager to take orders, you will also become very anxious and ignore some problems. The customer quietly kicked us the problem of his untimely purchase. If the salesman's heart is not strong enough, it is easy to compromise quickly. At that time, if you can't deliver the goods on time, you will have to face the blame of the customers. If you break your promise, it will do more harm than good.
So I want to say, to be an efficient and principled foreign trade sales, to find ways to help customers solve problems, but do not turn customer problems into your problems.

Key words:

Iron box iron can knowledge popularization

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Iron box iron can knowledge popularization

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