Hongmingda Logistics did extra work for client, who said that we were a reliable international shipping company

Yesterday, as soon as I got back to the office, I saw RITA, a new colleague, was crying. I went over to ask her what happened. She said she had a new client who needed to ship some goods from Shenzhen to the United States by air. The client heard about that our team was a reliable international shipping company. RITA wanted to provide good service to the client, but now the client was angry with her and she didn't know what to do.

Here's what happened: The client sent three batches of goods to our warehouse, 500 boxes, 300 boxes, and 200 boxes. The client required RITA to open 50 boxes of each batch and measure the dimensions of the outer boxes and inner boxes separately. RITA asked the client why so many boxes needed to be opened for measurement, but the client just said, "You are a international shipping company, Why are you asking so many questions? Just measure them."

RITA went to the warehouse manager, who inspected the three batches of goods and found that they were all identical in terms of product name and dimensions. The warehouse manager, with his years working experiences in big international shipping company, suggested that it would be sufficient to open only three boxes for each batch, and also pointed out that it was currently a peak shipping period and there wasn't enough time to measure more boxes. RITA couldn't explain why the same products and same dimensions required opening so many boxes because no client let a international shipping company do that before, so she agreed. However, when RITA sent the relevant measurement photos and dimensions to the client, the client became furious, and RITA felt very upset. She went back to the warehouse manager, who refused to do more measurements, making her feel even more distressed

After listening to RITA account, as a international shipping company, we should think more for our clients, so I immediately called the client and apologized for our inadequate work. I then inquired about the reason for measuring so many boxes. The client explained that since these were the first goods to be listed on Amazon, she was concerned about the risks involved and wanted to reduce them. Therefore, she specifically chose to ship the goods in three batches and have 50 boxes randomly inspected for each batch. Moreover, both the outer boxes and inner boxes of each box needed to be measured.

The client then asked why the dimensions measured for all three batches were the same. I explained that the goods were identical. She then asked why the dimensions we measured didn't have decimal places. I said that our programmers generally set the measurement tool to display two decimal places, but the actual measurements were integers. The client insisted that we must manually measure again. So I arranged for the warehouse to manually measure and take photos for her. The results of the manual measurements were still integers, and the client was satisfied with us, a responsible international shipping company. The next day, when RITA contacted the client again, she gently assured her that it was okay and that they could continue to cooperate in the future.

In conclusion, understanding the root cause of an issue is crucial for handling it effectively. Otherwise, a lack of communication can lead to a series of problems and unhappiness, especially for a international shipping company.

Hongmingda Logistics cares more about the client's needs than even the client themselves.