Making wrong production

　Dear Oscar,

　For the order PI090408, we are going to finish it and arrange for delivery on next Monday, 13th, Jul. Now after checking the finished products, we found something different according to the order, some mouse we have done it with USB, not with U+P.

　We are sorry for this case. We would like to talk to you about this shipment for these 4 000pcs products. Listing as below.

　BL-M0319 1000PCS USB

　BL-M0339 1000PCS USB

　BL-M0206 2000PCS USB

　We believe the mouse with USB is also popularly used in your markets. We sincerely hope you could accept this discrepancy and allow for shipment. As you know if we change to the mouse with U+P, we have to change the chipset and remake the mouse, that will spend much time, and it is also not good to remake the mouse, it will ruin its appearance.

　Currently, most f the goods are OK, some just need packing. And we already got the S/O from forwarder today, the vessel closing time is on 15th Jul. We should load it on 13th Jul.

　Surely we must do our part to fulfill the responsibility. We agree to reduce US$400 will be deducted from the total value.

　Please kindly understand and help to confirm. We have to catch the vessel closing on 15th Jul. Thanks in advance.

　Best regards,

　Cindy

　Dear Cindy,

　USB is OK, no problem; please send me the new PI and the commercial invoice.

　Have a good day,

　Sincerely,

　Oscar Castillo Saldarriaga

　Notes

　通常客戶對OEM產品都有指定的功能要求，唯一的產品包裝。業務員在和工廠確認資料的過程中，可能由于客戶的資料過多，漏掉一些需要確認的內容，或因疏忽造成確認資料錯誤。這些不符點可能在生產的過程中唄發現，或者被自己的驗貨人員在驗貨時發現，甚至直到客戶的驗貨人員驗貨時才發現。無論是何時發現，出現返工的情況都是及其嚴重的。因為這將涉及一筆返工費用，比如人工費，耗材費，最主要的是時間的浪費。因為返工是很復雜，很繁瑣的一個過程，特別是在產品的銷售旺季，時間更顯得珍貴。通常這個時候的訂單生產周期都排得比較滿。一旦出現錯誤或者產品被拒，將打亂所有的生產排期，造成被動。

　但錯誤已經造成，也要正確對待。追究責任是應該的，但當務之急不是追究責任，而是如何妥善地解決問題。無論對于工廠或者客戶來說時間都是寶貴的。分析問題的情況，看是屬于產品性能問題，包裝問題，還是外觀問題。這些問題是否影響產品的正常使用，是否有礙運輸，是否影響銷售。還有工廠的解決方法。每一點都分析完畢之后，就需要寫一封詳盡的郵件，告知客戶具體的情況和解決的方法。客戶有決定權，拒絕或者接受。但是作為銷售人員，需要向客戶分析發現的問題，把事情的輕重緩急向客戶言明。如果不是非常嚴重的問題，客戶也回根據具體的情況而接收不符點或者做出輕微的修改。

　杜絕問題的最好的方法就是認真對待工作，將工作做細致。多一雙眼留意客戶的要求。