There’s this old customer Edgar who visits Guangzhou city 3-4 times every year. We have been working together for over 4 years about paper packaging box for coffee beans. And it’s been very pleasant relationship.
3 year ago he went to Shenzhen city to meet one of his supplier. Normally he comes to China all by himself like taking train, taxi or booking hotel. But that time when he came back to Guangzhou city to catch the flight he missed the first bullet train in Shenzhen station. He called us to see if there’s anything we can do. Without any hesitation we drove over to Shenzhen city and then deliver him to Guangzhou airport. At the last minute he went through the check point and got on the plane.
It was his first time trying so hard to catch a flight in his life and he was very grateful to what we did for him. From then on our relationship got much better and he gave the orders bigger and more often.
It is also a good lesson to us that when customer asked a favor, we need to do what we can to help. It’s the essential of good service and great opportunity to improve the relationship.