In April of 2010, sooner afer Canton Fair, some customers went to discuss the cooperation project about 2012 London Olympics. Among them one customer found us at the first time and kept close touch with us. The customer felt satisfied that we are the leading enterprise in this field, and we are furnished with all kinds of manufacture equipments and processes, as well as our quality management is reassured, passing the factory inspection of many authority branches in respect of social responsibility & environmental protection. In addition we have undertook the mission of South Africa World Cup, Germany World Cup and Beijing Olympics and helped them produce many products & free gifts, enjoying the good reputation. Because we meet the customer's requirements in all aspects, the customer fell in love with us at first sight.
Three months later, the customer officially commissioned the third party to have a formal audit for our factory, including production scale, quality management, social responsibility etc. While we smoothly passed the inspection one-time ! At that time, the customer revealed that they had investigated many professional lanyard factories from Guangdong, Fujian, Zhejiang provinces by various channels before, lastly they selected 3 factories to have formal audit. After audit we were confirmed as the sole official supply. After knowing that we felt how difficult the final result came for us !
After passing the factory inspection, our factory always undertook the promotional gift and selling products related to London Olympics only. But the buyer didn't tell us the usage of the lanyards –for all delegations. At the beginning of 2012, sooner after Spring Festival Holiday we received an order of 700 thousand Olymics lanyards with heat-transfer printing. And the customer noted the delivery date was April 19, without any delay when placing order. In principle the production time was enough after we returned from Spring Festival Holiday, while the drawing of customer changed again and again, totally more than 10 times. Till April 2 the drawing was finally confirmed. By that time it was only less than 20 days from the delivery time. The fact was, the delivery time ( deadline) couldn't be delayed, we must print the sample firstly in a limited time, and then wait for the customer's confirmation for sample, lastly we could directly begin the mass production. In this way the actual production time was only 15 days. The deadline was tight, or to say the delivery time couldn't be delayed. In coincidence with Tomb - sweeping Day ( Chinese Traditional Festival) at the beginning of April , the customer requested us to work overtime during Tomb-sweeping Day Holiday because the delivery time was really tight. During the production process of more than 10 days, the customer flied to our factory twice for encouraging us. And we tried our best to ensure the high quality & punctual delivery time for this order, meanwhile we also had the normal production for other customers.
Striving for over 10 days continuously, we finally fulfilled the task with high quality & full quantity for the customer. On the delivery date the customer was very moved and felt very incredible for punctual delivery & high quality. The customer insisted to invite us for dinner, invite our responsible staff to have the celebration dinner. Until that moment the customer still didn't reveal the solemn usage of the products. When the Olympics entered the opening ceremony, we just learned that our products –Lanyards became the prevailing pass lanyards of the delegations all over the world. We felt very excited and proud !
One year later, we gathered with the customer again, by then the customer told us actually they had a cooperating factory for three years, but the factory scale was small. In order to find the satisfied factory, they almost filtered all potential factories. They expressed with sigh that the requirements were so strict and the delivery time was so tight. Fortunately they met with our factory, otherwise the consequence was terrible & unbearable to contemplate. Even if passing one year, they still felt " terrible & worried" for that !
After we completed moving, we apologized for Mark and put forward the compensation program. But the customer's company had no intention to cooperate with us and neglected our apology and explanation. We also understook their mood and knew about the great harm to the customer's company because of our factory's moving and delivery delay. We sincerely wish to remedy and gain the customer's understanding & confidence. After several years, the customer still couldn't forgive us, but we didn't give up our effort. Finally at the end of 2014, the customer was moved by our sincerity and recovered to coopeate with us.
We really cherished this "Return " after ten years ! And this painful lesson makes us experience a sentence " Easy to lose customer, difficult to gain customer, more difficult to make customer satisfied !" Once you lose some customer, it's probably never gain it again. Only filling with the customer in the heart , thinking of the customer's mind, urging for customer's urging, trying our utmost to fulfill every order, serving best for every customer, we can gain the affirmation and recognization of the customer for a long time !