One afternoon 4 years ago, I was rushing to catch a flight to a candle vessel factory in Anhui. The Shenzhen airport broadcast was urging passengers to board, and I was pulling my suitcase towards the gate when my phone suddenly rang. It was a British client I was working with on a glass candle vessel project.
On the other end of the line, his voice was somewhat anxious: "I just received the goods, and the wooden lids of three boxes of glass candle holders don't fit, and the candle cup walls seem too thick." My heart sank, but I immediately calmed down and said, "Don't worry, give me some time. I'm at the airport right now, and I'll get back to you with some ideas before the plane takes off."
After hanging up, I sat down in the cabin, fastened my seat belt, but didn't turn on any entertainment screens. I closed my eyes, and my mind raced like a movie:
One possible reason after another churned in my mind. The plane began to taxi, but I wasn't flustered; instead, I became more focused—because I knew that what the client needed most at this time wasn't an apology, but a professional response and feasible solutions. As soon as the plane landed in Anhui, I immediately connected to the internet and wrote a long email to the client, attaching three remedial solutions:
1. We will remeasure all dimensions and arrange for replacement wooden lids to be made and sent.
2. If it affects usage, a partial refund or rework can be arranged.
3. A discount will be given on the next candle vessel order as compensation, along with an improved quality inspection report.
The solutions are clearly written without evasion or avoidance, and all choices are left to the customer.
Unexpectedly, the client replied quickly, and his tone was much calmer: "Actually, the defect rate isn't high, and we are very satisfied with the quality of the other candle holders. You responded so quickly, and the solutions are practical, so we'll proceed with the first option."
What moved me even more was that the following month, he not only didn't reduce his order but placed a new one. He said, "Everyone encounters problems, but a supplier who responds so quickly and responsibly is worthy of long-term trust."
Now, we have been cooperating for four years, and our candle vessel order volume has increased several times over, and communication has become smoother. He often jokes, "Are you thinking about product problems as soon as you get on a plane?"
I always replied jokingly with a smile, "Yes, because I was afraid you'd call."
I firmly believe that:
In business, it is not terrible when encountering problems; avoiding them is what turns small issues into big ones. Quick response and transparent solutions are the key to turning "crises" into "trust."
If you are also looking for a responsible, communicative, and reliable glass candle holder supplier, why not give us a chance? Start with a small order and experience what "worry-free cooperation" feels like.
