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客户虐我千百遍,我待客户如初恋?--做外贸对客户要有耐心!

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发表于 2013-8-26 17:08:33 | 显示全部楼层 |阅读模式
客户虐我千百遍,我待客户如初恋?--对客户要有耐心!


一个香港客户,一年前从我同事那下了一个单子,后来同事辞职了,这个客户转接到我手里, 一直以来给发消息或邮件都没有回复, 前几天又跟他说话,才回复我。。
然后就一直聊, 他想订些样品,  我们这边是先付样品费和运费, 以后下订单的话 这次的样品费减掉

这都很正常吧 ????

他就很气愤的跟我说 “你会不会做生意? 为什么我要付样品费? 别人家都不跟我要样品费,  u need to learn,
i do business for 30 years, so you are not efficient”

我又跟他解释了一遍,样品费的问题。

以下是他原话:

"i dont want to waste time
my time is money
seems we can not understand each other
i dont want to waste time with supplier that does not understand business
we need to be fast to put down a business plan. "


他总是说自己做了多少多少年了 ,说话呢 语气跟大爷似的。 凡是说的不和他意的 他都说是我能力不行。

后来他和我说 no need to contact me again, we will find another supplier

我说 这都是正常程序 ,也是公司规定, 我不认为这是个多大的问题。 我会继续学习 !谢谢!!886

....
这个客户看上去 五十几岁,香港的。 会说中文 但是一直和我英文交流。都说对待客户要跟对待恋人一样, 这样自以为是的 ,我真心对待不了。。

个人认为 他真的 好自以为是的样子 而且凭着自己多年的工作经验 教训小辈。。我是工作没多久,但态度和回答问题一直很积极。。  

这几天竟忙着回他问题了 ,还白忙活了,

郁闷!

有的客户你真诚待他, 他根本不知道领情~~。


如果判断是优质的目标客户之后,但还是需要有耐心!

处理方法1
对待客户应该软硬兼施,既要做好服务,但也不能低声下气。需采取适当的营销方法和策略来引导客户!
以专业度取胜,并赢得客户的尊敬和信任!(客户不一定尊重你,但是一定会尊重知识和能帮助到他的人!)


处理方法2
站在平等互利的角度进行双向选择,你在选择客户,客户也在选择你!优质的客户重点跟进,价值不大的客户就不要浪费太多时间。
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发表于 2013-8-26 17:15:44 | 显示全部楼层
经典,调整心态,向你的方向出发。

------------------------客户虐我千百遍,我待客户如初恋!------------------------------------------

我也遇到一个很相似的客户:

情况:case 3
这个是一个客人推荐的客人。
我想着客人是个天使买家,可能客人的朋友也会是吧?
于是我就吭哧吭哧不辞劳苦的做报价。就算她说改这个改那个。我也就认了。友情价嘛。回头客嘛。多少走了就得了。。。于是。。到最后的时候。幺蛾子出来了!!!
Dear,
Good afternoon.
I am glad to inform the room status as below.
1. As we talked in SMS. The rooms are fully booked so Malia Beona is applied.
           Chiristmas is the peak season, rooms are fully booked..
    Because you change the hotel, the room rate is changed. Difference @ RMB xx more per night including peak surcharge start from 23Dec
2.also, please note that as Puri Santrian is fully booked on 30Dec, and they have the policy of minimal stay of 3 nights, so I prolong 1 night in Lake View, and then stay the rest of night in Puri Santrian.
3. there is compulsory gala diner on 31Dec in Pur Santrain, rate @ xxx per adult
And, you also can stay the 3 nights in Nature resort, the difference @ RMB xxx total
acom 1 Ayana Resort And Spa Resort Room 12.16-12.20 daughter/mother/son Confirm
acom 2 Melia Beona Prremium room 12.20-12.22 Confirm
acom 3 Melia Beona Prremium room 12.22-12.25 daughter/mother/son/father Confirm
acom 4 Elephant Safari Park Lodge Standard Room Garden View 12.25-12.26 Confirm
acom 5 Mara river safari lodge Tandala/Twiga Suite 12.26-12.29 Confirm
acom 6 Lake View Deluxe Room 12.29-12.31 mother/father/son Confirm
acom 7 Puri santrian Garden Wing 12.31-1.3 Confirm
acom 9 Novotel Nathan Rd Superior Room 1.3-1.5 Confirm

So, the total difference is
If stay in Puri Santrian
xx*5+xxx*2=xxx
If stay in Nature
Natura Resort & Spa Traditional Villa 12.31-1.3
xxx*5+xxx=xx
I tried to keep the original price.. however, due to the room availability and the hotel policy, there are some changes. Hope you can understand.
If you have any questions, please feel free to contact us.
Thank you & Have a nice day!

好吧,我自认为这个是ok的。因为她跨圣诞跨新年的。这么多的酒店就两个有问题。出现房间差,新年的强制晚餐,这个不是可以理解的么!!! 但是!!!!

Dear ,
I m very surprised from your room status. Mrs xxx gave me contact on your office and she told me that you are professional. I would like you explaine me how is possible that we paid you for our holiday and you make after room status . On your proposal which I have valid we have status room and flight. Now you add some more charges for rooms because of Christmans and new year.
If I accept - valide- confirm and pay some holiday, doas it mean that I pay for what did you propose not for what you will propose me.
If you made some mistake I can understand but I can not pay for your mistake. I don't want to pay for additional price and really I can not understand what is happened because It is not first time that I buy holiday. During period when we will be all family at Bali I need 2 rooms, my daughter has 17 years and she don't sleep with us in the room, in you status I can not see If we have 1 or 2 separate rooms. if you have some suite or vila where is separate rooms is ok.
If is not possible guarantee our holiday please come back us the money and I don't want any holiday. We was ready accept next holiday in Vietnam but now I afraid that we will pay and you will change again all.
Really is it not professional. and I can not accept this condition. So we have 2 posibilities :
1- we buy for our holiday and you apply condition
2- come back us the money and we stopped all...
Salutation, Best regards,


收到这个邮件后我整个人就崩溃了、。。。
什么叫做接受-有效-确认呀。。。
你这个行程这么混乱这么多酒店。难道我要一家一家的吭哧吭哧定好了然后告诉你都是确定的,机票确定的。你要不要呀?
然后你轻飘飘的来一句,因为xx理由我去不了了。我就白做那么多费力的事儿?
加上这个case本身的复杂性
1.尼玛你恨不得一天换一个酒店啊!亲,你是要闹哪样!!
2.机票要到时限了,我定了最后两个低舱。万一取消位子出不来,价格又要往上涨,你又嫌弃贵又不要的。我大半月的陪你邮件陪你电话陪你发短信的我天天闲着没事儿啊!!!!

好吧。。这些我都认了。好歹也是客户朋友。好歹也是这么大个的行程。。我给您掰开说。

Dear,
Good afternoon.
I think there are some misunderstanding not mistake.
1. I think for most agency, the procedure is like this we offer you a quotation first and then waiting confirmation. after confirmation, they will start to make the reservation and booking flight. so, the price is based on quotation, I have to contact with the hotels to confirm the rooms(rooms are not always available, they may sold out). and then final confirmation.
Regarding to your case here, as the flights tickets are close to the deadline, I have to confirm the flight to make sure this trip and then confirm the hotels. As some of the hotel are sold out and some hotels’ policy, I have to make some changes. I really cannot keep the pattern as it was.
2. In your trip, the period is long and involving a lot of hotels. I cannot reserve them before, as first important, your travel plans has changed couples of times, I don’t know which to block. second, uncontrollable time change, original back date is 4Jan and now is 3 Jan. The start date delayed one day, too. Third, I don’t know if you will take this trip or not. If you cancel trip for some reason, I have to cancel all the hotels, due to the peak season, some even have penalties. That’s really a huge work. You have to understand. There are so many uncontrollable factors. But, thank God, luckily, most hotels are available.
Also, please note I tried really hard to confirm the old ones, however, indeed room fully book and due to the policy, I really cannot guarantee the original one. so I have to inform the room changes and rate change.
3.Regarding to the rate change, we are not charging you for no reason. Different hotel have different price. that’s why for the Melia. For the compulsory gala dinner, that’s the hotel policy. it changes year by year. and can only know the rate when you book it. sorry for this
4. Please note that I was based on triple room since the first mail. also I always state as twin share, no other mention of 2 rooms. and there is no response from you side to say twin share, triple share after my quotation. I thought you accept the change….
5. we are a professional trip planner, but still we have to get to know each other. like your family member number, age, your hotel preference and so on. This is our first time work on the trip, a really big and complex trip together. there are many unfamiliar part. For some of clients, we always discuss all the detail through email which made the trip clearly. For some of other clients, we are familiar with each other, they can only see the proposal and they decide really quick.
6. for your trip here, as you are clients recommended here, I really did not margin much on it. normally for a trip like this, we will charge 5% of total. However, to you case, I just charge less 3%. This is really not equivalence to my work. I just think you are clients’ friend. This is a friendship rate.
7. Concerning the Vietnam trip, you really don’t have to worry about that. as you plans earlier than Dec. and not a so complex trip with fixed timetable, there won’t much change. But, I have to say, nha trang also is a hot destination during the Chinese new year. I only hold one room in An Lam. So if you decide to go, please do decide quickly.
Sorry for what happened now. hope the explanation above can clarify this situation. I have been trying my best to get the most smooth routine and find the best solution to save money for you.
Finally, please kindly let me know which hotel do you choose in your last 3 days in Bali. Nature or Puri.
Thank you & Have a nice day

然后我就晚上收到一个短信。
I never order holiday like this.. for me is not normal. I pay for proposal, it is really carzy.
还收到她朋友来的邮件
Dear ,
that's really not ok! I send you my friends
and know they are angry with me!
Regards

于是我整个人风中凌乱了。。。。

终于在今天,这家人出发了!!!
哎。钱也收回来了。^_^
(熬过来了,就能看见彩虹!)

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发表于 2013-9-2 14:43:00 | 显示全部楼层
心态很好,不管做什么心态永远是第一位。支持
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发表于 2013-9-2 16:46:42 | 显示全部楼层
很有情调,看过不少的论坛,也看过不少的外贸人学的心得,曾经也有人说做外贸业务也就像追女朋友,意思都很相近,可见很多事情都是相通的。
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发表于 2013-9-5 16:27:53 | 显示全部楼层
外贸人员的心得:“做外贸业务也就像追女朋友”。第一次听说,想想:相似之处还确实有那么几点,很多事情就看你站在哪个角度去看!
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发表于 2013-9-9 15:32:08 | 显示全部楼层
话说的都很经典,支持!!!!!!
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发表于 2013-9-10 10:17:26 | 显示全部楼层
客户虐我千百遍,我待客户如初恋! -- 横批“贱”。

对待客户应该软硬兼施,虽然要做好服务,但也不能低声下气。

以专业度取胜,并赢得客户的尊敬和信任!
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发表于 2013-9-10 14:55:38 | 显示全部楼层
站在合理的角度,按照平等互利的角度进行双向选择,我在选择客户,客户在选择你!
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发表于 2013-9-21 21:08:52 | 显示全部楼层
客户拒我千百遍, 我待客户如初恋。
客户虐我千百回, 我誓今生永相随。
客户骂我心不堵,我当自己是保姆。
我当客户是上帝,俯首作揖不离弃。

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发表于 2013-9-21 21:40:38 | 显示全部楼层
好吧, 那么我来做你的客户吧!…

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发表于 2013-9-23 10:11:12 | 显示全部楼层
好吧, 那么我来做你的客户吧!…
这样的心态,服务的标准,我也喜欢,赞一个!!!
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发表于 2013-9-24 11:23:27 | 显示全部楼层
客户拒我千百遍, 我待客户如初恋。
客户虐我千百回, 我誓今生永相随。
客户骂我心不堵,我当自己是保姆。
我当客户是上帝,俯首作揖不离弃。

赞一个!
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发表于 2013-9-28 15:40:04 | 显示全部楼层
对待客户应该软硬兼施,既要做好服务,但也不能低声下气。需采取适当的营销方法和策略来引导客户!
以专业度取胜,并赢得客户的尊敬和信任!(客户不一定尊重你,但是一定会尊重知识和能帮助到他的人!)

专注做客户,赢取客人的信任,大家相互双赢!
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发表于 2013-9-28 15:40:40 | 显示全部楼层
对待客户应该软硬兼施,既要做好服务,但也不能低声下气。需采取适当的营销方法和策略来引导客户!
以专业度取胜,并赢得客户的尊敬和信任!(客户不一定尊重你,但是一定会尊重知识和能帮助到他的人!)

专注做客户,赢取客人的信任,大家相互双赢!
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发表于 2013-11-6 16:14:54 | 显示全部楼层

客户拒我千百遍, 我待客户如初恋。
客户虐我千百回, 我誓今生永相随。
客户骂我心不堵,我当自己是保姆。
我当客户是上帝,俯首作揖不离弃。

赞一个!
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