因质量问题停⽌合作的客户，如何重建客户关系？

⽼客户重建关系，我的⼀个真实案例(客户曾经采购过）
Michael: Hi, this is Michael from XXXX company in Dubai, you may not remember
us but we have ever sold you 500mt GI coils back in 2016.

Client: oh, sorry I don’t remember

Michael: Yeah, it’s been quite a while. The order is for GI coils, with PO number
XXXX. You have placed the order on the 7th of Sept, 2016 and we delivered the
material by end of Nov in the same year.

Client: let me see… oh, yes, this order.

Michael: yes, that’s us. BTW, are you the purchase manager who placed this order
with us?

Client: yes, I placed this order. I have been working as a purchase manager here
since 2013.

Michael: Oh, that’s great. One of my colleagues, Mr XXXX followed your order but I
take over from today because he just left the company. And my name is Michael,
the manager here in the Dubai o ce.

Client: you’re welcome Michael.

Michael: thank you, Sir. From today, I will be the one who serves you and your
company. I would like to know why you didn’t place an order for almost a year?
What are those reasons which stop you? Is it because of the price or delivery date
or a quality issue?

Client: I don’t know, it’s not about quality issues, the quality you supplied is ok. We
just placed several orders with other suppliers.

Michael: since I’m here, I like to keep our relationship back on track.

Client: sure, why not.

Michael: Just to remind you what we supply and our capability, I will send you our
company brochure with the product catalogue by email.

Client: ok.

Michael: you can reply to my email with your inquiry if anything is available.

Client: sure, will let you know.

ffi
Michael: thank you so much Sir. Expecting your inquiry soon.

如果客户没有采购过：
Michael: Hi this is Michael calling from XXXX company in China. I’m the manager
of this company. I don’t know if you still remember us but we have ever contacted
you last year.

Client: Hi Michael, which company sorry?

Michael: our company is called XXXX from China, we are a Chinese steel trading
company in Dubai. I have ever received your inquiry last Sept. it is about the GI
coils.

Client: oh, sorry but I still don’t remember you…

Michael, that’s ok, Sir, we had only one phone call last year. But I still have your
inquiry number with me, which is XXXX. After we sent the quotation, we didn’t
receive much feedback from you.

Client: do you still have the date you sent me the quotation?

Michael: yes, it’s on the 9th of Sept, 2016, with the email title GI supply # inquiry
number

Client: oh, I got it.

Michael: Oh, that’s great. I still remember you told us to wait for your feedback
after checking our quotation. But we didn’t receive your further news about it. May
I know what happened to this inquiry eventually?

Client: oh, we have placed this order with somebody else.

Michael: Oh, I’m sorry to hear that. Is that due to a price issue or does anything
else stand in the way?

Client: no, it’s not only about the price, but the delivery required was also quite
urgent.

Michael: Oh, I see. No problem Sir, just feel free to send us your new inquiry and
we try our best to improve the price and delivery schedule this time.

Client: sure.