常见的竞争问题及回应例子: 危机中找到商机, 状况里找到机会
这情况是:货做好了，我先照相过去给客人看看。
Aaron,
Please take a look about the bags. Their quality are all pass. Will clean them today. I will send it out tomorrow and give you tracking number tomorrow or after tomorrow.
结果二个产品中小的那一个产品是会错意而做错了。
David,
I just received the pictures you sent me and the larger bag looks great! However, I am very confused with the smaller bag. The picture below is what I was requesting to replicate, that I sent you on October 19. The picture of the bag you sent me looks nothing like this. Please do not send me the smaller bags, as I do not accept them. If you need me to send you the smaller bag pictured below that I am trying to replicate, let me know and I will mail it to you.
Also, in your email on December 9th when we confirmed the order you promised me a 20 day lead and deliver time. It is now the 27th, when do think I will receive the larger bags?
I am looking for a company to produce my bags for the next 35+ years and this process has not been working out so far. Please let me know what the next step is.
Aaron
读信一定要读到话背后的话，不然你业务员就白做了。 Garment Bag我做对了，没问题。客人话锋一转，提了小袋子的错误，并举证了一堆数据，说我的错。其实话背后的话(QBQ)是客人怕了，因为他早就全额付款了，他怕我像其它的人一样不敢负责任，所以先数落一堆，如果我也去举证他事先的一堆不小心与错误的话，那这一单弄完了就结束了，我可能赢了单子，输人客人心。我清楚的知道客人邮件的背后目的，以及他在考我试，想要找个可以协助他袋子生意的接班人。
35年多经验的公司，这老板不就快六十岁了，我不接他的班，难道让给我的竞争者吗?我不接受他的考验，难道让给我的竞争者吗?
你的回话方式会如何呢?看看我的"正面处理"以及得到"化啼为笑"回应。
Aaron,
I notice that your company has a fast forward design market issue. I am so sorry in this busy month of factory in Dec.. Also I am not good at your 35+ experience on this business. Very sorry that I can't meet the 20 days to your hand. The bigger bags need 5 days to delivery to your hand by express. I need to repack them tomorrow in order to have a good ship. Will send them out immediately.
The smaller one I will re do it and re check the previous pictures that you give me. If I have any problem I will let you know tomorrow with a new delivery time. I need to discuss carefully with engineer.
Very sorry.
客人由担心害怕，转为协助我去把事情做对的心情。事实上客人花很多时间去从各个角度去拍相片协助我去做对的正面态度。
David,
I am resending you several pictures of the smaller bag that we need to create with the specifications 16 inches wide, 17 inches tall, and 6 inches deep. If you can create these bags successfully I will be ordering many more bags so let's please do this correctly this time. I will be sending you 3 additional pictures to help you create this bag. I appreciate your immediate attention to this and since I have already paid you for these bags please let me know how long until I will receive these.
Before you start to make the bags please send me a picture of what they will look like.
Aaron
我绝对相信，后面我会是客人生意上的接班人伙伴。这例子告诉大家，争辩与解释是一点好像都没有，唯有正面积极的解决事情的态度才是我们要做的。
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