When a long-term Canadian client requested a last-minute change to the dimensions of glass candle holders, we promptly adjusted production to meet their needs. However, upon delivery, the client reported a minor width discrepancy and insisted on a return, even threatening to terminate all future cooperation if the issue was not resolved.
Faced with potential losses from high shipping costs and inventory expenses, we chose not to argue or deflect responsibility. Instead, we took immediate action, demonstrating the accountability of a professional partner:
We promptly expressed understanding and apologized to the client, stabilizing emotions and rebuilding dialogue.
We requested on-site measurement videos and data to jointly clarify the issue, guiding the situation toward factual resolution.
We simultaneously assessed the possibility of redirecting the goods to other clients, actively exploring multiple solutions.
Ultimately, thanks to the market popularity of the candle holder design, we arranged for the client to accept part of the shipment and successfully redirected the remaining inventory to another client in urgent need. Additionally, we proactively offered a 1% discount on the client’s ongoing ceramic candle holder project—not only resolving the return crisis but also strengthening our long-term partnership.
Our Insight:
Every order change must be documented to mitigate risks, and every custom request should come with a contingency plan. True sales excellence lies not in never making mistakes, but in responding calmly and solving problems effectively when they arise. This is the professional foundation every sales expert at Sunny Glassware builds upon.
Accountability is not just a promise in good times, but action in challenging ones. We are committed to giving our all in every situation to earn your lasting trust.
