Warm services let customers regain trust

When working with customers, we will inevitably have some unexpected situations.

When we were working with Alex, we had production delays. Due to the unstable supply of fabrics, we failed to deliver the goods on time, which led to the delay of Alex’s new product release plan, and the customer’s dissatisfaction gradually heated up. Alex felt so anxious and disappointed that he almost considered giving up.

At this point, German, our account manager, took the initiative to propose a more proactive solution. German did not avoid the problem, but took the initiative to call Alex at the first time, sincerely apologized, explained the reasons for the delay in detail, and provided practical remedies: First, the factory will arrange a special production line for expedited production; Second, provide expedited logistics services to ensure that new products can be delivered on time; Thirdly, German personally follows up the production progress at any time and keeps real-time communication with Alex by phone and email.

Alex was deeply moved by German’s sincerity and problem-solving attitude. In the following days, our factory did work overtime to complete the production, and all orders were delivered on time and the quality was guaranteed. Although Alex thought it was scary, he was deeply moved by the sense of responsibility and warm service we showed in the face of the problem, and his cooperation with us became closer.