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上批货被客户索赔7000美金,求高人分析客户回复的邮件心理!

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发表于 2013-9-4 08:52:55 | 显示全部楼层 |阅读模式
先交代一下背景,这个客户是我新开发的客户,第一次合作,之前发样品两次,客户都比较满意,这样就下了订单,金额6万美金左右,然后中间一切顺利,等到货物发到那边去了,客户发现有一些有质量问题,中间不断协商,客户在他们国家维修这些产品,话费约7000美金左右,这个质量问题其实应该是工厂的责任,某些部件的尺寸做的有点大,不能使用,然后楼主和老板汇报了情况,老板的意思是下次下订单时候扣除这些维修费用,就算我们的赔偿,因为要是现在打美金过去很麻烦的,还有就是想客户下次还能和我们合作,毕竟这次赔偿了,我们也没什么赚头。然后我就恳切的给客户谢了一封邮件,表达了我们的想法和继续合作的意向。邮件如下:(请忽略我的语法错误,英语水平一般)

Dear John,

    Thanks your detail and patient explain. now we understand the "J" part problem and the process of repair those products,  i have made report of those problem to my manager, his idea is we will afford for the repair cost .and he suggests the repair cost will deduct from the payment of our next order .
       we feel sorry for this problem, also we have not too much profit from each order , so this time it is nearly unprofitable after paid for the repair cost . but as a honest supplier , we won't pass the buck. of course ,we will pay more attention to the problem part in next order .

       Another thing is ,if possible , could trouble you find a more cheaper way to repair the products? to be frankly , the cost of mechanical grinding  in your country is about five times than our country . we know different country, different cost , however ,both of us want to make  cheapest and acceptable way ,right ? :)

     Finally,we know this time cooperate is not too smoothly for this problem  , however ,please consider we are a responsible ,active,and honest supplier , and we would like to improve Ourself when problems occur. believe that We can expand the market together ,and by improving better and better.:)

   best regards

       susan

然后过了一天,客户回复我一封邮件,挺长的,希望感兴趣的同学帮忙分析一下,客户的心理。是想要继续相信我们合作么,我回复他的话应该说些什么呢?、、????????????????????????????????????????????????/

Dear susan,

Thank you for your letter and your open position against the problem.

I will try to renegotiate those prices, however it seems the total value can be less maximum 20%. I will inform you exactly next week. I can agree for the special discount even divided for next 2-3 deliveries, not at just the nearest one, trying to find the best compromise..

这句话的意思是不是打算以后还会有第二三次合作?我是想分析它的心理,不仅仅是字面意思。。。

I really believe for indicated by you cost of the same work in China. For sure you understand if these costs could close to Chinese it was better for us to produce the same elements here in  my country . Importing from China we have to invest money 5-6 months before sales; stock organization is very difficult (it is important for us, because usually our customers can wait maximum 1-2 weeks for the goods); quality control is also pretty “uncontrolled”… 感觉这个uncontrolled 就是吐槽我们这次的质量问题呢。。。汗

We are pretty unique on our market, because we always try to avoid supply from Far East ;-). 这就话的意思是东方国家的产品质量不好??/As I wrote you before whole competitions for this products supply in China, so we have to do the same… 这句话什么意思?之前他说在中国很多供应商之中选择了我们,是不是说现在他们也要在他们的国家竞争??、For the future I would like to cooperate with only one Chinese company for such kind of “price sensitive” products .

Honestly, if I treat our deal as episodic or single I just should send to you invoice, some letters from our lawyers and then cancel the relation (this is “German style of job”). episodic 想表达什么意思? 发给我发票? 律师信? 向德国人那样?不太明白,难道是说投诉我们的质量问题?

I know how is the production and I have not got “hot head”. 这句话尤其让我困惑。。。。。I try to look not for next one month, but for next 5 years forward. 这句话我也不太明白客户想说什么,意思是他想寻找的是未来长期合作的供应商????I just believe what you wrote: “We can expand the market together ,and by improving better and better.:)”

If you just really want, it seems we will do this. 这句话是给我信心么???????????????

I wouldn’t like to start discussion with “your Chinese colleagues” who very often try to push me for cooperation. They don’t give up ;-).
这段表达还是有很多供应商在妄图挖墙脚???、

Obviously, I truly believe that next delivery will be really “smooth”. I can not imagine next delivery with the troubles. If you will improve one size “J” and keep the rest on the same way, it will be perfectly. Then we will talk about new issues…这段说如果我们下次改善这个问题,会有更进一步的合作?so。。。。客户还是没有放弃我们的节奏???


Have a nice weekend,

John


没了。。。。求高人指导下客户的心理,我该在下一封回复中怎样表决心,和信心,然后说点好听???。。。当然还想吐槽下工厂,第一次的客户就这么给我出乱子。。。现在接个单子开发新客户多不容易啊。。。小女子在此拜谢了,祝福所有回帖人,订单多多,发财好运!!

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