But recently encountered a thing, I think we should reflect on, here to report to you.
A Nigerian customer who has cooperated for many years, came to me on July 11, not because of the order, but because of the high tariff. Why did he cooperate for so many years? Recently, he came back to settle accounts for this matter. The reasons and consequences are as follows:
This customer has his own freight forwarder in Guangzhou. Every time the goods are delivered to Guangzhou, his freight forwarder helps him to ship to Nigeria. In May, he sent a model to the customer. But it took the customer nearly a month and a half to receive the goods, and the process of receiving the goods made the customer very uncomfortable.
Because I, customers and forwarders are in a group. A week or so after the delivery, the customer asks if the goods have been delivered. Without a response from the forwarder, I return to the customer and say that it has been sent, and call the forwarder to confirm that the goods have indeed been sent. I asked him to follow up, what is the situation of the goods, because the delayed sample will also affect my cooperation with customers, let him refresh. The forwarder said that she would go to check, and 4/5 days later, there was no response.
Customers also ask in groups at both ends of three days, but the forwarder just doesn't give a reply. What's wrong with the goods? The customer asked me to contact the forwarder and ask him what the situation was. Later, I called him and asked, "What's the situation with the goods now?" The freight forwarder said that because of the small sample size, it was packed into other boxes to deliver the goods together, and the goods were checked at the local customs, and then the customer's sample was detained incidentally. I asked him why you didn't tell the customer directly. She said she couldn't get through to her clients. This reason is too funny, one listen is an excuse, the phone can not get through, you are in the group to explain the situation to customers ah, everyone in a group, so as not to worry about customers. I said you made things clear in the group, and then she said a lot of Barabara in poor English in the group. There was no sense of responsibility at all. That is to say, they could not control the delivery of the goods. The model was too small to be put in other boxes to deliver the goods together. He had tried his best to follow up such nonsense, not even a basic apology.
Later, the client talked to me in private that they were unreliable and always did not answer his questions. When this happened, he did not tell him that his customers were lost. Because I try to return to customers as soon as possible, see the information, so the customer shipment problems, come to me "complain" for comfort. I asked him what happened to this freight forwarder. He said that it was introduced by his friends and had been good before. I don't know why this time. I will tell him, otherwise, I will use our own freight forwarder to help you walk around next time, the customer said yes.
Customers are like this, 99 times done well, one time screwed up, he "defected", so realistic!
Later, the goods were found and proved to be all right. However, the goods were returned to China and re-arranged for delivery. It was almost a month and a half when the customers received the goods. Moreover, the customers paid about 500 RMB, which was estimated to be the cost of customs clearance or other expenses. But I did not ask clearly, which led to the same problem later. I should go too!
