1. Introduction: B2B Clients’ Concerns About Quality and Supplier Reliability
In cross-border B2B procurement, clients are constantly worried about 2 main issues:
1. Product quality control
2. Supplier reliability
These concerns are ever-present in B2B trade, and every client faces these challenges. Clients not only demand high-quality products but also expect suppliers to respond quickly and solve issues effectively.
RUNTONG firmly believes that mutual benefit, value exchange, and growing together are key to long-term, stable partnerships. With strict quality control and efficient after-sales support, we aim to ease our clients' concerns and ensure each collaboration brings more value.
Below is a real case from this week where we perfectly resolved a customer issue.
2. Client Case: The Emergence of Quality Issues
THIS YEAR, we signed several exclusive mold procurement orders with this client for gel insoles. The order quantities were large, and the production and shipping were done in multiple batches. The collaboration between us in product development, design, and discussions was very smooth and efficient. The client required bulk gel insoles to be shipped from China and packaged in their own country.
Recently, after receiving the first batch of goods, the client found a small number of products with quality issues. They filed a complaint via email with pictures and descriptions, pointing out that the product pass rate did not meet their expected 100% perfection. Since the client required the bulk insoles to meet their packaging needs precisely, they were disappointed with the minor quality issues.
2024/09/09 (The 1st day)
At 7:00 PM: We received the client’s email. (COMPLAINT email Below)
At 7:30 PM: Despite the fact that both the production and business teams had already finished work for the day, our internal coordination group was up and running. Team members immediately started preliminary discussions about the cause of the issue.
2024/09/10 (The 2nd day)
Morning: As soon as the production department started the day, they immediately carried out a 100% product inspection on the ongoing orders to ensure that no similar issues would arise in the subsequent batches.
After completing the inspection, the production team discussed each of the four major issues reported by the client. They compiled the first version of the problem investigation report and corrective action plan. These four issues covered key aspects of product quality.
However, the CEO was not satisfied with this plan. He believed that the first version of the corrective measures was not thorough enough to fully address the client's concerns, and the preventive measures for avoiding similar issues in the future were not detailed enough. As a result, he decided to reject the plan and requested further revisions and improvements.
Afternoon: After further discussions, the production team made more detailed adjustments based on the original plan..
The new plan introduced 2 additional 100% inspection processes to ensure that every product goes through strict checks at different stages. Additionally, two new rules were implemented for managing production material inventory, improving precision in inventory control. To ensure these new procedures are properly enforced, personnel were assigned to oversee the implementation of the new rules.
Ultimately, this revised plan gained approval from the CEO and the business team.
4. Communication and Client Feedback
2024/09/10 (The 2nd day)
Evening: The business department and product manager worked together with the production team to compile the rectification plan and translated the document into English, ensuring that every detail was clearly conveyed.
At 8:00 PM: The business team sent an email to the client, expressing sincere apologies. Using detailed text and production flowcharts, we clearly explained the root causes of the product issues. At the same time, we demonstrated the corrective actions that had been taken and the corresponding oversight measures to ensure that such issues would not recur.
Regarding the defective products in this batch, we have already included the corresponding replacement quantity in the next shipment. Additionally, we informed the client that any additional shipping costs incurred due to the replenishment would be deducted from the final payment, ensuring the client’s interests are fully protected.
5. Client Approval and Solution Execution
2024/09/11
We held multiple discussions and negotiations with the client, thoroughly exploring the solutions to the issue, while repeatedly expressing our apologies. In the end, the client accepted our solution and quickly provided the exact number of products that needed to be replenished.
In B2B bulk shipments, it is difficult to completely avoid minor defects. Normally, we control the defect rate between 0.1% ~ 0.3%. However, we understand that some clients, due to their market needs, require 100% flawless products. Therefore, during regular shipments, we typically provide extra products to prevent potential losses during sea transportation.
RUNTONG’s service goes beyond product delivery. More importantly, we focus on addressing the client’s actual needs, ensuring long-term and smooth cooperation. By resolving issues promptly and meeting the client’s specific requirements, we have strengthened our partnership even further.
It is worth emphasizing that from the moment the issue arose to the final negotiation and solution, ensuring the problem would not recur, we completed the entire process in just 3 days.
6. Conclusion: The True Beginning of Partnership
RUNTONG firmly believes that delivering goods is not the end of a partnership; it is the true beginning. Every reasonable client complaint is not seen as a crisis, but rather a valuable opportunity. We are deeply grateful for the sincere and straightforward feedback from each of our clients. Such feedback allows us to showcase our service capabilities and awareness, while also helping us identify areas for improvement.
In fact, client feedback, in a sense, helps us improve our production standards and service capabilities. Through this two-way communication, we can better understand the real needs of our clients and continuously refine our processes to ensure smoother and more efficient cooperation in the future. We are truly grateful for our clients' trust and support.
2024/09/12 (The 4th day)
We held a special meeting involving all departments, with a particular focus on the overseas business team. Led by the CEO, the team conducted a thorough review of the incident and provided training to each salesperson on service awareness and business skills. This approach not only enhanced the service capabilities of the entire team but also ensured that we can offer an even better collaboration experience for our clients in the future.
RUNTONG is committed to growing alongside each of our clients, striving together towards greater achievements. We firmly believe that only mutually beneficial business partnerships can endure, and only through continual growth and improvement can we build truly lasting relationships.
7. About RUNTONG B2B Products and Services
Company History
With over 20 years of development, RUNTONG has expanded from offering insoles to focusing on two core areas: foot care and shoe care, driven by market demand and customer feedback. We specialize in providing high-quality foot and shoe care solutions tailored to the professional needs of our corporate clients.
Quality Assurance
All products undergo rigorous quality testing to ensure they do not damage the suede.
OEM/ODM Customization
We offer tailored product design and manufacturing services based on your specific needs, catering to various market demands.
Fast Response
With strong production capabilities and efficient supply chain management, we can quickly respond to customer needs and ensure timely delivery.
Post time: Sep-13-2024
