如何挽回客户的信任

想起这个英客户我就觉得惋惜和惭愧。2011年底我翻出公司过期询盘挨个挨个幸运的是这个客户2013年二月份就回我邮件了。 以下是客户回的第一封邮件： Thank you for your email and first and foremost I was wondering how you heard about us - it is always very interesting to know if we are promoting ourselves well enough. The items you produce are very much what we do and currently we are using a factory in Shenzhen. As you probably know we do a lot of children's products such as bubble bath, shower gel, solid soap, gift packs, toothbrushes etc. I noticed you also do toothbrushes. Do you manufacture these or source them from another factory. Also other products of interest are the following: mouldable foam soap in aerosol can foam soap in non-aerosol can (such as the crayola and CARS ones) gift packs - such as the ones on the attached image I he sent you. Please let me know what your MOQ's are and what volumes the prices you he sent are based on. Also could you please send me photo of different types of gift packs you do (particularly for children and teenagers). Could you please let me know if you he any customers in UK and rest of Europe particularly in children's items. There are many other questions I he but I wanted to make contact with you first by sending you this short email. I look forward to hearing from you. 我一一回复客户的邮件，追了几次客户一直没回复。 直到5月初客又我了，问我司对2013年欧州化妆品行业交新规了不了解，说他有一个新客户又价格很敏感但数量还可以希望能有机会合作。并在网站上选了十多款产品要报价。报完价后就要求寄瓶子的样板标签设计。至此后我们的从未间断过，报价、寄样，恨不得所有他现在过的产品都一一寄给我们报价了。 2013年4月底客户终于说要下单了，但量刚好够MOQ后面陆续下了4个PO前后有$82000USD。都是新产品，瓶子和标签都需要重新模，还有套装，这时问题就来了。 下单时客户告诉我准备测试样板和标签测试我也不急着按排大货，按客户要求准备样板并邮件客户我等他的通知（因为第三方测试机构是客户自己找的）。一周后见客户没反应我就问他，测试的事怎么样了？客户却说测试不了，反问我什么时候出货？可想而知测试没怎敢按排大货，第一个PO因此晚交。 后面的3个PO更惨，模45天货45天共90天，不知怎么搞的客户给他客户的交期就45天。从此之后我接下来的二三个月就是在崔和被人崔的状态下度过，尽管如此交期也没有有任何进展因为此时是生产的高峰期（沃尔玛赶货、大客户赶货，也有可能是我方法不对）所以后面的订单部份要空运，另外有一批货的包装破损比较严重。就是空运也不让人省心，产品本来是按客户要求包装的有内外箱，结果空运公司擅自把外箱丢掉2个内箱的东西塞到一个内箱里。 此时客户已经对我产生了极度的反感，曾向经理要求换业务员 最后还是没换。想想客户这么也是可以理解的，这批货出了太多问题了客户这几单肯定是亏钱的。所有货出完后客户返了一个小单，我比之前跟小心谨慎他的单，交期也很准时但感觉客户对我没之前那份信任了。 谁有高招请指教！！！