【Elisa原创】扎心了!业务员下错单了,怎么办?

人非圣贤,孰能无过?

这不,就在前不久,Elisa我犯了一个看似低级的错误:

订单居然下错了!!!

客户没发现,公司没发现,订单发走的N天后,被我自己发现了。

事情的始末是这个样子的:

客户Ewdin, 来自美国,阿里询盘需要我们的灯具,但是要配套使用。所以除了灯具之外,还需要铝槽、电源、控制器、端子线等其它配件。此单为样品试单,OK后,才可批量下单。

经过我的核算之后,按要求给客户发了PI过去。

N天后,客户确认订单并通过阿里付了款。

然而,客户收到货后,却出了一连串的问题.....

问题1:客户不知道如何安装

Hello,

I received my lights and am trying to install. Do you have any diagrams showing how to wire? 

告诉他怎么接之后,他还是一脸懵:

I still need help connecting. Can you send a diagram on how to connect? 

然后我在给他做详细接线图的时候,又发现了其它问题...

问题2:SD卡坏了

后来,客户让加了他的Facebook, 然后又反馈了一个差点让我喷血的坏消息:

控制器配套的SD卡坏了!!!

I formatted SD card to fat32 and added file and received error

后来,客户用他自己的SD卡也试了N次,结果都一样。

I tried all posible ways. I also tried other SD Card and reformatted on both windows and Apple computer.

Instructions also say that file must be saved or created a certain way.

Yes I also formatted Sd card to fat and fat32 neither one works.

I tried the original SD card and an extra one I already owned.

The original sd card was not showing error until I added these files you sent me. Now it shows error.

I have more cards I will try again tomorrow.

Is there another led file you can send that I can try.

I did try that new file and didn’t work.

I will try one last time tomorrow with a different sd card.

Yes I still need power supply. I just wanted to make sure this controller was working in case we need additional parts.

不得不说,这个客户的性格算好的。碰到那种火爆脾气的客户,估计早炸了。

配件坏了,还能怎么办?最好的解决办法只能是“重新发新的”。

问题3:电源发错

The transportation is getting very busy now, and will spend longer time to receive the goods during this special virus period.

If your time is allowed, could we send you another 3pcs 150W power supplies?

Best regards,

Elisa

客户显然很惊讶:

Who made mistake, your shipping person? We have 12 aluminum profiles. I don’t have to pay for these do I? 

苦口婆心劝客户,看能不能尽量找到一个两全其美的办法。

Hello Edwin,

I feel so sorry for the error, but how about only shipping fee you pay?

Actually I charged you less shipping fee last time because of no exact weight for aluminum profiles, if you agree to pay for the shipping fee this  time, I'm going to send you another 3pcs 150W/24V power supply for free charge.

By the way, you have 12 aluminum profiles, but only 10 with lights, right? so only 5pcs power supplies are needed.

The PI with shipping fee will be sent to you immediately, as soon as I get your reply.

Thank you!

Best regards,

Elisa

最终,客户答应付运费,做错货的事情,总算解决了。

I have 12 profiles with lights. I can pay for shipping. 

问题4:达不到想要的效果

我们全彩的灯具,是可以通过控制器做程序,然后让灯具根据程序走出相应的效果的,然而...

Attached are pictures showing how I wired these lights.

Also shows the control box screen without pressing any buttons

后来经过仔细确认,发现是客户自己把方向接反了。

全部问题圆满解决之后,收到了客户的“定心丸”。虽然目前订单还没下,但我相信是迟早的事情。

把自己该做好的事情做好,其它的自然水到渠成,心急不得。

Ok because of Corona Virus we can not install these on our rides. Once we open again in several weeks we will install them.

We will place more orders once things are back to normal in the USA.

I will be in contact with you soon. Thanks again

总结:

业务员下错单的情况,其实是很常见的。

尤其是像我们这样的产品,客户要求千奇百怪,同样一款产品,碰到不同的客户,会有各种不一样的做法。灯数不同、线长不同、端子不同、壳子不同、防水等级不同等等,一不小心就给整错了。

当发现下错单或做错货的时候,有时候不一定非要重新做,而是可以具体问题具体分析,最好想个折中甚至更好的办法,能让公司和客户都欣然接受的。

举个例子:

一个客户要了不防水的产品,但是一不小心做成了防水的,防水的要比不防水的价格高一些,而且质量更好,跟客户好好沟通,多数客户是很乐意占这个“便宜”的,又不多收他费用,何乐而不为呢?

当然,不同的产品,下错单的解决方法也会不一样。有些对产品精确度要求极高的产品,稍有偏差就可能会造成一些很严重的后果,那种情况下,是没有折中办法可想的,只能重新生产这一条路。

总之,业务员在实际工作中遇到问题的时候,一定要先冷静,然后找出最好的解决办法,且不可像无头苍蝇一样到处乱撞。同样的问题,有时候会有多种不一样的解决思路和方法,做事灵活一点,脑筋活泛一点,你就会比别人成长更快一点。

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