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外贸研究生
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客户不理我了?怪我咯 My Customer Ignored

楼主#
更多 发布于:2018-03-26 19:11
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01[/p][/p][/p][/p]年前,Penny与一名韩国客户达成了协议,有两批货物需要在春节前出货,而Penny跟工厂联系,工厂也满口答应,让Penny不用担心。
Before the new year, Penny came to an agreement with a Korean customer and two batches of cargoes were required to be delivered before the Spring Festival. Penny contacted the factory and the factory answered positively and asked Penny not to worry.

Penny公司曾在更早些时候与这位韩国客户有过合作,但因为公司工厂未经公司允许采购了劣质廉价原材料并将材料加入了韩国客户订单货物的生产中,致使韩国客户在当地市场受挫并声誉受损,与Penny公司终止了合作。
Earlier, Penny’s company had been in cooperation with this customer from Korea until the factory purchased inferior raw materials and applied them in the production of Korean customer’s order so the Korean customer got thwarted and had their reputation compromised.

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02[/p][/p][/p][/p]后来在Penny的努力下,称不会再让工厂出现如此错误,会用质量好的原材料并在取得公司上级的许可后,允诺客户可以不交付订金下单,韩国客户便再次回到了Penny公司的怀抱,表明会给Penny公司一个机会,但不希望再有此类事情发生。
Through Penny’s unceasing efforts and after her promise that such mistakes wouldn’t be made again and raw materials of great quality would be applied, and with the company’s permission, the Korean customer could place orders without paying the down payment afterwards, the customer came back, granting Penny’s company a chance while stating that that sort of thing mustn’t occur once more.

年前的这一单,在Penny与客户签立合同十天后,第一批货物已经生产完毕,但因为工厂车间需要重整,设备需要维修,第二批货物将无法在年前进行交付。
In the order before the New Year, ten days passed after Penny signed the contract with the customer, the first batch of goods got manufactured but the second batch wouldn’t be available for shipment before the Spring Festival as the equipment maintenance should be made in the workshop of the factory.

Penny给韩国客户发了邮件,说明原因并希望客户能理解。
Penny sent an email to the Korean customer, stating the reason with a hope that the customer could make allowance for them.

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03[/p][/p][/p][/p]然而,客户一直没有回复。Penny在度过春节后,立刻安排了第二批货物的生产。不久,第二批货物已生产完毕留待出货,Penny又马上联系客户,发了邮件客户不回复,打电话客户也是一律不理。
However, the customer didn’t respond. After the Spring Festival, Penny immediately arranged the production of the second batch of goods. Before long, it’s done and Penny contacted the customer by email or by telephone but in vain. The customer just ignored them.

Penny经理告诉Penny,估计客户已经找了别家供应商来供货,但Penny还是难以理解客户如果意图另觅出路,为什么不对Penny做任何解释说明?为什么客户不跟Penny讲这批货要怎么处理?难道他生气了?
Penny’s manager predicted that the customer might ask another supplier for supply while Penny still couldn’t understand if the customer intended to seek another supplier, why wouldn't he make any explanation to Penny? Why didn’t the customer inform Penny of how to cope with the second batch of cargoes? Was he mad at Penny?



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04[/p][/p][/p][/p]在这个案例中可以看得出Penny和工厂之间的服务意识都是比较差的,客户总共的三张单,第一次因为工厂利用劣质原材料以次充好,降低生产成本,非法获利,导致差点损失了客户, Penny做了不收订金的让步才让客户回头也不好好珍惜。还出现了第三次的状况,工厂明知道这张订单要在年前急着出货,都没有合理安排新年前的机器维护工作和考虑到出货问题,而Penny却也理所当然的跟客户说年后才安排出货。
It can be inferred from this case that both Penny and the factory didn't posses a good service awareness. The customer had three orders and for the first one, the factory utilized inferior raw materials to reduce the cost of production and profit illegally and they almost lost the customer. Penny had to make the concession of not receiving the down payment so that the customer could forgive her while the third order went wrong either. The factory was aware of the commitment that the cargoes should be produced before the New Year while it didn't make a reasonable arrangement for the maintenance of equipment, and it's very inconceivable that Penny just told the customer that the cargoes could be manufactured after the New Year.


这样带来的苦果就是,三张订单只有一张订单是符合客户要求,对于客户来说他为什么要跟一个在他们眼里看来完全没有诚信可言的供应商合作呢?
The consequence of this is that among the three orders, only one complies to the customer's requirement so why should he cooperate with a supplier who didn't barely possess integrity in their eyes?


所以,在工厂的挑选方面,外贸人也要长长心啊。
Therefore, foreign traders should also be careful when choosing a factory.
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hk1513203158
外贸研究生
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发布于:2018-03-31 15:45
搞点好的评论嘛  小伙伴
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