一而再的迟交货，怎样是有效沟通？ Effective Communication
My fan Coco told me that her customer wanted to cancel an order due to more than 10-day delay of delivery date. So she was too worried to sleep. After getting to know her case, I thought it was not the customers’ fault but the salesman’s.
I knew that this was a regular customer of Coco. Last year, with urgent push of delivery, the peak season of sales still was missed causing overstock.
So this year, Coco was much cleverer. To avoid the same situation, she reminded the customer to confirm order earlier than the last year. Customers also took the situation into account of last year, this year he confirmed the order very soon.
Originally it was a good thing, but developed in a wrong direction. The delivery date was indeed half a month earlier than last year, but because of the quality of raw materials, they failed to meet the requirements for many times, so that the plant couldn’t produce on time.
It was normal for customer who didn’t know the real situation to push urgently this year due to the matter in last year. But more urgently the customer pushed, the more anxious Coco would be. Without explaining the real reason, but always told customers that the raw material was arranged, Coco said she would inform customer once the raw material was done. You had to know that the regular customer was experienced in procurement in China, so without special cause, it won’t cost so long time to prepare raw material.
The customer constantly blamed her impatiently when Coco always said so while she was become more and more helpless. Even I could feel the impulse of customers to kill Coco from his computer.
This kind of handling skills may bring us a sense of being irresponsible and delaying the order on purpose.
I have to deal with various problems about customers, so how can you deal with it calmly? This time, it was not the bad-tempered customers, or the bad luck of Coco, but the problem of effective communication. Here is my suggestion:
With the experience of being delayed of delivery date last year, it was right for Coco to confirm order more early this year but the delivery date can be reserved plenty of time as far as possible, to avoid some unnecessary things so you don’t have route of retreat.
When a problem occurs, it is time to test your ability:
To be responsible and positive: let the customer feel that you are responsible and active to deal with the problem which is your due attitude.
To be timely sincere: your report of problem should be timely and true, so that the customer can just like visit the site.
Obtaining evidence: provide report of the site conditions and photo.
Although it may not be turned around, the customer will feel what you do is just for him, and you have done your best, so you can dilute the contradiction.
If you don’t deal with it in time, the customer thinks it is your fault to lead to such a problem, then you are likely to lose the customer.
我觉得她可能是把真实的交货期告诉了工厂或者工厂负责人 这样他们知道了实际的交货期 中国人的通病就是不到最后一刻不着急 所以就还是拖咯 最好的办法是告诉客人的交货期比客人要求的交货期要早 十天左右才好