Responsible Suppliers are the Right Choice

An Urgent Order

In early September 2023, I received MAX’s third order, which was an urgent one for the grand opening of MAX’s restaurant. The order consisted of three product categories: baseball caps, T-shirts, and hoodies, requiring coordinated production efforts. The deadline for receiving the goods was set for October 28th. Due to the tight timeframe, I closely monitored the progress of the order. The production went smoothly, and the products were delivered on time. However, there was a logistic hiccup that almost caused a significant problem.

Unexpected Incidents

An unexpected incident occurred during the local delivery of the goods to MAX’s location. The shipment was arranged through our cooperating freight forwarder, with an estimated delivery date of October 26th. I inquired with the freight forwarder about the progress of the delivery, and they initially confirmed that the goods had been successfully dispatched. I was delighted to share this news with MAX, who was equally pleased.

However, a couple of hours later, MAX informed me that he had not received the goods. I immediately contacted the freight forwarder to clarify the situation. Since it was after their working hours, they could only provide me with information the following day (October 27th). I was informed that, due to a rookie delivery driver’s mistake, all shipments were marked as delivered when some were still in transit. The freight forwarder assured me that they would dispatch the goods promptly that day.

A Second Issue

During this time, I explained the situation to MAX, who understood the unexpected turn of events. Later that day, I checked with MAX to see if he had received the goods, and he informed me that they had not arrived.

I reached out to the freight forwarder again to inquire about the shipment status. They had contacted their overseas counterpart and assured me that the goods had indeed been dispatched. To my dismay, MAX conveyed that the logistics company had delivered the wrong items, and it was not their order. I expressed my apologies to MAX and assured him that we would thoroughly review this incident to prevent similar problems in the future.

Continued Follow-up and Issue Resolution

I contacted the freight forwarder and urged them to address the issue promptly, emphasizing the extreme urgency of this particular shipment, which was essential for MAX’s restaurant opening. Upon hearing my feedback, the freight forwarder swiftly responded, assuring me that they would resolve the matter immediately. However, it was already evening, and both the customer and local logistics personnel had finished their work, so the issue would be addressed the following day.

On the morning of the 28th, I followed up with the freight forwarder about the shipment status. They informed me that they had notified the local logistics to handle the issue as a top priority and assured me that the goods would be delivered that day.

Around 4:30 PM, MAX informed me that he had received the goods. The shipment was successful, and it arrived just in time for MAX’s event. After the event, MAX expressed his satisfaction with the goods. I also extended my apologies to MAX for the delivery issue and conveyed my best wishes for the success of his restaurant opening.

Profound’s service features focus on customer needs, tangible results, systematic follow-up, and efficient issue resolution. Based on these service features, the perfect resolution of this issue has deepened the collaboration between our team and MAX.

Choosing a responsible supplier

We have signed FOB (Free On Board) trade terms contracts with our customers, indicating that our responsibility ends when the goods are loaded onto the ship. However, in the face of issues, neither I nor my team shirked our responsibilities. Instead, we diligently followed up and resolved the problems to ensure the customer’s confidence in their collaboration with Profound. This approach aligns with our collaborative philosophy: Sincerity creates quality products, and quality builds brands, spreading a positive reputation.

Author of the article: Daisy