差点与我失之交臂的一单

感谢 Adios 投稿！作者：Adios    本文首发表于福步论坛。

一个 20’ft 的订单失而复得，其中有些许自找的麻烦（差点因此断送）。故此做一下总结，以备后训。

联系了一年多的客人 Mohamed，对我印象很好。6 月份的时候客人来中国，第一次和他见面，相谈甚欢。聊了一通，他说我的能力可以 do your own business，不用给别人打工，并鼓励我自己去开公司。

带他看了新的工厂报了价格他说等他回去这次一定会给我下单。之后按他的要求做了 PI，到 8 月 2 号收到回邮如下：

Dear Adios,

How are you? I hope you fine.

Sorry for delay I was out of my office, For the PI you sent to me it is 32.84 CBM.

Now follow:

* I need this time 20Ft , for that I should reduce the quantity, for that inform me how many pieces I should reduce.

* As you know I have deal with many factory and I get price better than you give me, But I promised you to give you this order and I will do.

For that re-check your price.

* The order should be in your hands in few days, that way replay me soon and let me confirm before I leave my office! you know me I fly match.

* Give me you idea about backings, It should be deluxe.

Best Regards,

Mohamed

针对他提出的这些问题，我一一给他做了回复，当然价格没给他降，但给他委婉解释了原因材料涨价等等，第二天收到回复：

Dear Adios,

You are diplomatic Lady.（我这人就受不得人家夸，看到这个就飘飘然了）

Please follow the attach file, last two models I request some but it is not add to CBM.

You check the CBM and inform me if I need to add more.

Best Regards,

Mohamed

当时看到这个邮件是比较骄傲的，diplomatic (外交的；老练的)让我虚荣心得到满足（成功说服客人而未降价），但这也为后来的悲剧埋下了伏笔。

现在回过头看来，客人用 diplomatic 形容我，对我的沟通交流能力应该是有肯定的部分，但同时可能也感觉到了我的强势。

毕竟外交家都是忠实保护自身所在团体（国家）利益的，他是不是也感觉到了点我的利益“神圣不可侵犯”？心里多少有点不爽的吧？

再经过 2 个邮件来回，把最终订单的数量，包装，LOGO，唛头都确定好了，就差个彩盒整个订单工艺都确认完毕。在包装的邮件里客人最后一句是：

OK, This my final except the packing not finish, for the order you can start and tomorrow I will send you your payment. （心里很高兴）

Have a nice day!

Mohamed

紧接着，客人来了另一封邮件：

Dear Adios

Urgent,

Again, Send me the PI after you repeat the condition.

Packing: Clothe Bag.

Payment term:30% advance payment with order confirmation,balance 70% payment After goods delivery and after you should me the bill of Loading.

Best Regards,

Mohamed

我 PI 上的付款方式是：30% deposit, balance 70% before goods delivery.  其实余款见提单付款也是很正常的付款方式，但是当时考虑到这个订单肯定是板上钉钉的了就想坚持款到发货，现在想起来潜意识里感觉这单子有点太顺利了，真把自己当成 diplomatic lady 了，所以就很自然地再次向客人示威要维护自己的利益。

而且之前有过提单在我手上客人却提到货的先例也想把风险降到最低，最后给客人这么封邮件：

Dear Mohamed,

Finally it’s the time to fix this order, thanks for your kind assistance.

Attached is the final PI with all revised condition except payment term.

As 100% paid before goods delivery is our factory’s rule, no way to change.(语气太强硬)

Bcs you are my friend and I am sure you will give me the future orders, so I take the liberty to give you the same payment term as our steady and old customer, that is :

20% advance paymetn instead of 30%,and 80% before goods delivery.（现在读起来有点假，而且宁愿降低定金比例却一定要坚持款到发货容易引起客人的怀疑，一大败笔）

Sorry but this is the best payment term in our factory. （这句是绝不该加的，就是没有任何回旋余地必须听我的，这其实把自己陷入绝地了）

Hope to get your kind understanding.

Before the payment, pls.send your QC to our factory checking goods, and pay us the balance when the products is all qualified. It’s good for both in this way right?

Thanks again for your trust and understanding.

Best regards,

Adios

第二天一早收到客人冷冷的一封邮件：

Dear Adios,

Adios many thanks for your cooperation, For the roll of payment I did not see this roll from any factory since 10 years and I do not know what your factory mean by that!.

Please cancel the order I did not want.

Thanks for your time.

Best Regards,

Mohamed

好家伙，和客人耍 COOL 最后被 COOL 的是自己啊！貌似也不给我任何回旋余地。

当时看到心都冷了，直骂自己没事找事来这么一出。骂归骂，难道这到嘴边的鸭子真让他飞了吗？不甘心，想想我们把细节都确认好了客人应该也不会这样就取消单子吧？可能是被我的强势弄生气了发发飚，那我还是诚心地道歉去让人家舒服点吧。

唉，真想抽自己两嘴巴子，这么好的客人把我当朋友的，我还跟他用 diplomatic way。也许我可以稍微缓一下不那么急做 PI，等他定金打过来再跟他商量余款发货前付清会好点吧，至少不会那么被动。。

Dear Mohamed,

I am so sad to make you angry, hope to get a few minutes from you pls.

As we experienced one time before, with “70% payment after showing copy of BL”condition.

And finally client paid us after nearly 2.5 monthes of the delivery,means they paid us the balance after they had got goods and checked quality and everything is ok .

But by that minute the original BL is on my hand! I think you can imagine how nervous I was it was the first order with that customer.

Thanks God that customer is honest anyway.（我想还是解释一下比较好虽然可能客人并不喜欢看）

From this time on, we would rather offer lower price but safety is number one. Really I beg your kind understanding as always,and really I am quite appreciating for your efforts on supporting me,we have been in good communication and couldn’t lose you only bcs of the payment term.

Pls.see attached PI with payment term as you requested “30% advance payment with order confirmation, balance 70% payment make after showing copy of B/L.” (还是废话少说，给他他想要的最重要)

Hope you can feel my sincere efforts and really care of our relationship, and keep on surpporting me this time, I will not let you down.

Waiting for your answer on line, thanks a lot.

Best regards,

Adios

接着又给客人打手机以示诚意，可是客人把手机按掉了，啊主啊，当时真是没底了，想客人是不是从此不再理我了。想象他这次来还说想让我给他做采购代理呢唉我真是自找麻烦啊。

不过老天还是眷顾我的，几分钟后收到了客人的来函,短短几行字我已经很高兴了，只要他还理我就有戏！

大概意思就是说他是 xx 公司的 XX，他们公司和很多企业有合作从来没有不良信誉我可以去查。关于我以前客人的问题那不是他的问题，我应该和货代去交涉。

就这几句，压根没提到底单子还下不下。这时候肯定要趁热打铁，于是发邮过去：

Dear Mohamed,

Many thanks,really happy to get your mail.（真是写照）

You are right,I will take the lesson but customers are different.

I just think over all of our communications since from 2009,you are a strict and kind businessman,even the in first meeting you encouraged me to do my own business and analyse it for me,I felt very luck to know you.(适当以情动之)

Pls.accept my apology, XX(客人公司) is a sound co.,I have all reasons to trust it,and more over,it’s your co.

I beg you pls. forget about the unpleasant parts of the story and let’s go ahead in this order,ok? I was making everything clear in details to workshop this afternoon.

Thanks again for your trust.

Best regards,

Adios

当时我这么想的，要是再不做那也没办法了，生意还是要靠缘分，但是至少得确定到底是 CANCLE 还是 GO AHEAD。几小时后好消息来了：

Dear Adios,

Thanks, Because of you only I will give this order.（虽是场面话，还是 2 个字-感动）

For the backing the one you send in last mail it is not looking nice, Please work for this it should be clear and very good.

Again and again Packing very important.

For the payment I will send to you tomorrow.

Best Regards,

Mohamed

第 2 天果然就打了预付款过来，到此悬起的心终于可以放下了。

教训：
1. 没摆正自己的位置。客户就是客户，不管他跟你关系多好也不能去挑战他的极限。客人是你的 Partner 根本就不是去挑战的而是配合的。当你自喜于客人对你妥协的时候其实是很危险的。
2. 不管客人用什么词赞美你，收到就好太当真就是幼稚。关键不是你有多好，是客人发现了你的好或者是成全了你的好。对于夸奖你的客人都该心存感激而不是骄傲自满，记得若不是客人成全，你就什么也不是。
3. 做生意一定要不卑不亢。哪个都不能过火。如果让步多了就要记得有一些关键的要坚持，坚持多了记得该让的时候让让。永远把自己放在和客人大概平等的位置上，不要偏高也别偏低。
4. 永远不要去猜客人在想什么。只做好自己的事情，不管客人摆出怎样的姿态，下单或者离去，不要去猜想我如果怎样他就会怎样。只做好该做的事情，剩下的看缘分。
5. 情绪要控制好。大喜大悲的时候不要做重要的事情/决定，要先冷静好再做。
6. 出了问题及时解决，态度要诚恳。

看清客人的脸色，认清自己的货色，演好自己的角色。

我授权料网《纪事》频道使用我的稿件《失而复得的订单》，并拥有电子版权。

SAM 点评：因为措辞不注意，使得谈到付款方式时语气令客户不快。然后可能有些太在意订单，客户给了个 cold face，然后又很快服软去迎合客户，对付款方式立即妥协，前倨而后恭，恭得又有点低姿态，显然并不如占“理”字但“妥让”客情合适。
对于“I beg you pls.” 类似的语言请切勿再使用，客户跟我们是平等的，没有什么贵贱高低之分。一味的讨好他们，有时候只会加速失去客户。学会双赢，学会体现专业，学会磨平心态，不卑不亢，才能让客户觉得你更 professional, 你的邮件也越来越有 professional 的气质。
我认为客户也是考虑到联系了一年多，都谈那么久了，细节都确定了，并不想轻易取消定单，否则可能结果会不同。但是作者也意识到自己前面的感觉太美好，所以后面尽力补救，最终还是在忐忑中获得了订单。这样的过程，值得思考一些问题。

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