Sample 2 Solve product problems on shipment

　Hi Water,

　After your new delay in the shipment, customer is so upset and asking for an strong compensation in the price due the new delay which caused them big problems in terms of stock and marketing campaign. If we don’t compensate them, this will be the last order.

　I am in a very difficult position in front of my customer, so please support me.

　So please inform ASAP the compensation for this current order.

　Regards,

　Fernando

　Dear Fernando,

　Thanks for your kind information. I have marked down your comments though it is a little tough for me. Still I would do my best to struggle better service for you.

　Regarding this order, we have pressed our factory a lot. But there were still some unexpected factors existed and happened suddenly. So it caused some delay. We also hope we could make delivery as early as possible. As it would not tie up the capital and we could invest again soon. Unfortunately, we also must face many factories, as the materials cannot supply in time. We have no other choice as well. From the very beginning, we have allowed the best price for this order. Sorry to inform you that now any additional payment would be big burden for us. As there are many many workers serving in our factory now.

　The production will be completed on Sep. 25th, we will catch the latest vessel then.

　Wish we could do better for you in the near future and fulfill your satisfaction.

　Best regards,

　Water

　Notes

　1. 延期交貨，對于銷售人員來說，是極其痛苦的事情。因為對外要面臨客戶的轟炸，對內還要周旋于工廠的各個部門，特別是向生產部門催貨。要解決客戶的難題，不是很容易的事情，公司內部總有許多不盡如人意的地方，有時候一些做法也是處于戰略性政策的考慮。壓力在這個時候有充分的體現，客戶一通電話過來催貨，狂轟濫炸是絕對少不了的。鍛煉承受壓力的能力，除了自己本身的抗壓能力之外，還要去了解行業內其他競爭對手的情況，了解生產，運輸，銷售等各個步驟，對這些相關的程序都要有比較熟悉的把握，這樣才能更好地和客戶談判。

　2. 面對客戶給予的壓力，最主要的是要做到真誠地解釋。告知客戶確切的出貨時間。有一句話是這樣的：我們可以很無恥，但是我們一定要做到很真誠。