与客人之间的博弈序：客人散货要走整柜不久前刚

风帆飞扬：与客人之间的博弈
序：客人散货要走整柜，不久前刚发生一次；
此次的订单是16.8个立方，不到一个柜28CBM；本该走散货，客人仍要求走整柜；

客人的来函：
Dear Ellen;
Please let us know if you need a complete container for this shipment.
Will the goods be ready to dispatch next week?
PLEASE LET US KNOW THE VOLUME OF THE CONSIGMENT; WE WILL LET YOU KNOW THE FORWARDER DETAILS.
THANKS
******
Import Manager
我的回复：
Dear ******,
The CBM of order @@@ is about 16.8 ,pls be informed.
The goods are expected to be finished about 2009.12.28(next Monday). We don't want to ship the goods by FCL
one side, the CBM doesn't reach 28 CBM;
the other side,,just 16.8 CBM are shipped by FCL,it will increase our operating expense several times than by LCL.
Last @@ were shipped by FCL,however the CBM is just 10.9.Our operating fee is several times than(supposing) it was shipped by LCL.Considering your urgency,we also wanted to solve that problem with you together,so we didn't require you.....
So pls kindly be informed & Happy Christmas Eve.....
Best regards,
Ellen
客人回复：
Dear Ellen,
we also pay much more than LCL for FCL shipment. But we prefer to get the items by FCL. That is because of shorter transport time of the items.
We receive the items within 25-30 days by FCL and 35-50 days by LCL.
Please ship the goods by 1x20 container by …&. forwarder.
Forwarder details for FCL shipment is as below:
....
....
Please be informed and confirm the shipment.
Best regards,
******
我的回复：
Dear ***& ***,
Firstly,Merry Christmas...
And then,we don't agree to ship order @@@ by FCL,we sincerely hope to get your understanding & support in this issue.Pls kindly consider it for us;
1.All the whole year 2009,the raw material price always is going up continuously;you have gotten it. As the result,our profit decreased and decreased step by step.But until now we don't adjust the price for the items which you buy from our factory.For our other clients,we have adjusted the price from July.If it's not that your qty is OK,frankly speaking,we earn no money.
2.As you know,we just earned small profit from your orders,if the profit will be deduced the more expensive operating expense(supposing the 16.8 CBM LCL will be shipped by FCL),Operating fee are several times than by LCL.How much do we earn?
Therefore,pls kindly stand by our side and consider for us..
Thank you for your understanding in advance; or, you want us to adjust the price for you ?
3.Re: shipment date
After August,it seemed that there were incidents for every order from yours.You required us to ship the goods early than you placed it.
Every time,we worked extra shifts to hurry produce,I think you also know that increase our labour cost,and agains cut our profit from the small profit at the same time..
We don't complain you here.We are partners.Your market,you goals namely are our market ,our goals.I just want to communicate with you,and hope we can find the best way to achieve double win.You win and we win！
4.Suggestion: stock
The 3 items are your frequency purchased products from our factory,every time when you demanded them urgently,I always asked "why they didn't prepare some stock in advance ?" If you could prepare some stock in advance in the future?
I am the person that if I run into the problem/question etc,I have to know why,reason,answer...My job & curiosity don't allow me to keep the questions back.
Supposing that my words make you unhappily,pls pardon me :that's not my original intention.
Sincerely yours,
Ellen Yuan
客人回复：
Dear Ellen,
Merry Christmas to you too.
I understand your situation. I am responsible to order the items which are needed by our factory and let them arrive to our factory on time.
Our logistic department let us know the factory needs. They inform us the quantity and needed date.
For the urgency of last 2-3 shipments is because of a stocking data problem. I think, we let you know it in the beginning. According to the stocking data our logistic department had enough quantity in subcontractor’s warehouse. But when they needed them to use, they saw that there were a very small portion of stocking data.
Regarding to the shipment of @@@, please let me know the cost difference between FCL & LCL shipment. We will afford this cost for this shipment.
Please be informed and respond.
Kind regards,
******


我的回复：
Dear Selim,
I am glad to receive your quick & understanding reply .Exactly,now we already have the tacit understanding,right ?
At present,we can not get the accurate cost between FCL and LCL.Every time, the expense is different.Now that you will afford more cost than by LCL,we will arrange the order @@@ by FCL,and will inform you the shipment cost when the goods are shipped out.
It's OK? ?
We are now very tired;for lasting several weeks,we go to the factory to pack the goods.And we have to deal with the orders' business...Ah
Kind regards,
Ellen
总结：越是大的客户，越是要有自己的原则。
不被动 。
晓之以理，动之以情。
客人的理解，往往是业务最大的安慰和前进的动力。

hellen1984：坚持原则，

joyce1234： 耐心+细心+恒心！

火车人：这个， MS16.8方的散货费用，比小柜低不了多少
碰到无良货代，还可能更高

风帆飞扬：
华交会上读过报
广交会中拍过照
香港展上撒过尿
迪拜展里打过炮
经典！！！！！！！！！！！！！！！

湮雨欣晴：1楼 不错 特别喜欢那句 I am the person that if I run into the problem/question etc,I have to know why,reason,answer...My job & curiosity don't allow me to keep the questions back.
支持

jiejuey：看的好累 我的破英语:Q :Q

fightinggogo1：英文名字咱俩一样 先看到的Dear Ellen，俺紧张了一下，后意识到和自己同名，:L 中午有点困，一下没反应过来，

betty0212：学习学习..

yanzi4176228：哎。:L

julia.ye：1楼是不是看了当幸福来敲门的电影啊

brokenmoon：感觉LZ还未帮客人解决到问题，只是单单强调你这边的利益，对客人那边说了一些空话。所要做的是一方面既能保障自己的利益而又能帮客人解决到问题，客人对你感激，这才叫LZ口中所说的双赢吧？总所周知16.8CBM走散货目的港费相当高而且运输过程比较长还不如走一个小柜，你可以下次叫客人定一个小柜。这次你为什么不帮客人定一个小柜？然后强调散货和整柜价格的区别，将你的散货价格和整柜价格列出来，价格差额一目了然，差额可以叫指定货代向客人收取

judyfun：很强
呵呵 学习1楼的这种精神O(∩_∩)O~

火车人：
对的，这样才是正常解决问题的方法

schweitzer：好长啊。
1楼注意标点符号后面要留空格，不然阅读起来很辛苦....

flyhu.spray：呵呵，顶。

Evalaiyy：学习了，做个记号，以后遇上了，可以借鉴，谢谢1楼的分享。

哆啦A梦21：不知道为什么，看完1楼写给客户的邮件，我觉得1楼还需要提高自己。这其实是一个很简单的问题，而1楼一个劲地在表自己的情，达自己的意。其实客户不是小孩子，不是客户问，不需要讲那么多空话，点到为止。
货物是越早到客户手上越好，这样更利于你以后接REPEAT ORDER，而且客户也更开心。直接了当地告诉客户FCL和LCL之前的差价是多少，而且你的客户也很好，2话不说就说他们付。真的不需要表那么多情，说那么多‘虚“话。

vinduck：我认为更重要的是让客户感觉到你在帮他，而不是靠说的，客户并不比你笨，你要说的他大概都了解。其实一开始直接跟他说要补差价就行了，做生意时间就是金钱，直截了当对双方都比较好，没必要转那么多弯

snfreeid：
同意你的观点。WIN-WIN。做外贸就是为客人解决问题。多想想解决方法。

sueyuechen：
LZ心态很好
我想我有几个客户就是因为我的立场不稳才丢的吧:L

风帆飞扬：
嗯，是要提高，一直在努力，希望自己做的更好；
其实，一开始我就跟客人说了不同意走整柜，LCL比FCL要贵很多；但是客户不同意，还是要走整柜。他们总是在以他们的立场想问题，来要求我们，所以有点生气；
我们要做的，是客户第一位，公司的利益最大化为目的。我们全方面的都为客人考虑了：本来正常的单由于他们的原因，我们加班生产，员工工资是平时的2倍；2009初到2010年初，原材料价格相比快翻了一倍，我们也没涨..；
本来大家都明白的理儿，既然客人揣着明白当糊涂，我就要废话了。

pzt2172737：呵呵，LZ那邮件写得很好。
不过我就是不理解你跟他说成本这么这么高，然后呢写那么大篇，感觉就是想坚持LCL 。
直接跟他说费用他出，帮他安排到底就是了。他就差没说而已
拐弯抹角，虽然我没大客户 ，但我还是认为这样省事。

JiTaiLong-Demi：谢谢LZ的分享，学习ING！