Thanks Tina. I’ll run it past the client. My only concern is that the first time we ordered with you the logo imprint very bad and the wrong color. Can you send a sample of an imprint of the logo? If you can get the colors correct I might consider the other rack.
Russell 当初客户觉得我们丝印不太好，说不需要我们印刷，所以我也试试看，可否降点丝印的费用，去掉我们丝印的工作，因为客户的LOGO很复杂，丝印真心是不太好印刷：
Hello Russell, Thank you for your kind reply! As regarding to the imprint logo, I remembered that you don't need us to imprint the top logo board. right ? Will we need to imprint top logo board the probable following order ? But we tried our best to imprint the correct logo by screen printing for the first order, as you know this is the Limitation of the screen printing, really hard to imprint more than 3 colors and gradient color by process printing again and again. so error will happen. so if you insist on imprinting, we only stick the decal on the top sign, we have the decal what you sent us before. should be the same as your decal, right ? To be honest, only 160 pcs decal should be sticked, the supplier of decal producer nearly don't want to accept such small quantity. so there is a little difficult to order decal for metal display. so we'd like to supply you the metal display without the top logo imprint as last order. is it possible ? and also My boss said can give your side $ 0.45 discount for each unit. comments,pls.
但是客户并不买账，还是希望和可以印刷的公司合作，并有提到下单的那家公司可以做印刷
Tina, I understand. My company needs to work with a supplier that can offer a turnkey solution not one where we are required to purchase decals. The other vendor that we recently placed an order with can provide this and at a lower price than you offer. If our situation changes I will come back to you.
Thanks, Russell 看来不解决丝印的问题，这个单子就成不了啊，这个时候求助老板，看在工艺上是否可以解决。老板说只能做贴纸了，发了邮件给客户，说做贴纸。客户不同意说，还是决定和另外那家做，因为他们可以丝印。真是败在这里了。还是求助老板，让他再去想想办法，果然过了一段时间，功夫不负有心人，我们找到一家公司可以做一样的logo。我赶紧给客户一封邮件，做最后的争取，尽管客户上次说这个ORDER对我们已经not active。一块铁板的印刷费用不大，快递费也不多，所以我们直接承担所有样品的费用，我不相信客户不动心.呵呵
Hi Russell, Good news. I do not really want to give up our cooperation because of our quality.I tried to get support from my boss yesterday, and I wish I can strive for the last chance. My boss said we can make a exact correct logo imprint, and send to you for your confirmation. You know we are professional in metal display, but not screen printing, so this time we find a printing company which is professional in screen printing. so this time the sample will be perfect. You can compare our sample to others. If ours is worse than your other supplier. I have nothing to say, and won't trouble you again. Do we have this chance ? And the sample will be in your hand next week. we will cover all sample cost and freight cost. Comments,pls.
客户立马回复了邮件，同意接受样品：
Tina,
OK send the sample.
Russell 大概过了一周，样品快递给了客户，客户收到后很满意这个印刷，哈哈，成功了一般啦，但是客户对包装又提出了要求，不过这个好办，出后的时候直接包装气泡膜就好啦
Tina, I like it. The quality of the printing is great. My only complaint is that every time you ship you wrap the parts in plastic wrap and it leaves streaks on the metal, my guess is from moisture maybe? I had asked on our last order that the racks be wrapped in bubble wrap and they weren’t. If I were to place another order, after we use up all the racks we purchased from the American company a month ago, could you guarantee that the racks and headers would be wrapped in bubble wrap?
Russell 之后谈到订单，客户说大概在三个月后才会下这个单子，要等新的单子库存少的时候。吼吼....还要等这么久啊。谈到这里已经九月中旬了。结果没过多久，客户发来邮件说我们上次订单的产品出了问题，底部生锈了？？我第一时间对此事表示抱歉，并要求客户发来照片，为了调查问题产生的原因，并问客户我们产品放置的环境，户外户内，哪个部分出现锈斑，多少出现锈斑等等：客户很快发来邮件：
Tina, We went through the racks and I have 8 that are not acceptable (if you include the 2 that my customer sent me photos of). We store all of our racks inside a climate controlled warehouse, never outside. I’m not crazy about the other company’s rack that we ordered and would like to place an order for another 170 racks, however before I do I need to know what sort of compensation we would receive for the 8 rusted racks. Let me know. Also if we place another order for 170 racks with you I need to ensure 2 things; 1. That all of the racks are wrapped in bubble wrap, not plastic wrap like the previous 2 orders 2. That shipping from China to Houston will take approximately 30 days and not 45+ days like it did on our second order. Let me know.
Best regards, Russell 了解到问题所在，问了解决这个问题，我和客户商量，我们免费赔偿客户这9个产品，并在下一个订单里面直接扣除费用。但是客户发来邮件，说问题比想象中严重，他亲自去了仓库，并拍了一段video给我看。事实证明是我们的产品工艺出了问题，这个是我们的责任，我们决定给客户免费替换已经生锈部分的产品。并负责全部的海运费用。实际大概就是几千块钱的赔偿。客户很HAPPY我们解决问题的态度，表示收到替换的部件，就立马下单给我们。嘿嘿....有时候坏事不一定是坏事呢....
Thank you Tina. I appreciate your company’s integrity in addressing this problem and will continue to work with you. I will be in touch tomorrow evening with final numbers. Have a great day.
我们就紧锣密鼓的开始生产了，中间遇到飓风 Sandy ，特意发了邮件给客户。客户立刻回复到：
Thanks Tina! Halloween was great (picture of my son in his costume with my wife attached). Sandy did not affect Texas. Too far north. It did affect my brother in New York. He still does not have electricity but he is safe and healthy. That’s great news about the legs! I was actually going to email you and tell you that I have permission from my boss to place an order for 160-170 racks as soon as the replacement legs ship. So this means I do not have to wait until they arrive. Hopefully this is good for both of us. Best regards, Russell 订单就在这一句问候中来了，呵呵...和客户确认订单的时候，是否需要拆掉侧面的冲孔板已降低10美金，客户也没有在纠结这个事情了，说按照之前的样子，也不跟我计较之前运费涨价的事情了。所有的问题一下子就解决了。呵呵...这后面订单轻松的确认，跟之前努力分不开来。我想只要认真的为客户解决问题，赢得他们的信任，价格差的几美金也没有那么重要了。因为最重要的是服务，他们付钱买东西，除了质量有保证，也要买个安心吧 1. 除了和客户谈价格，还可以谈服务，谈工艺。 2. 订单出了问题，不要着急，也不用害怕。和客户一同找出问题的原因，谁的错误谁负责，从而赢得客户的信任。也是好事一桩呢。呵呵
