From skeptical to mutually trusted

This true dealing experience between Kenneth and us will show you how the relationship between a manufacturer and a remote buyer changes from skeptical to mutually trusted.

Kenneth came to us for an accurate buying cost and shipping method during early January, which was actually a gradually-halting-period for our production lines, because we were going to release all our workers for Chinese Spring Festival Holiday very soon.

And it was not only us, nearly all the carriers and shipping agents were stopping receiving orders and parcels.

So we were unable to fix an exact amount for him, because the shipping cost or the import fee would be changed a lot after 2 months especially under covid situation.

Kenneth was very unhappy, in his reply, we could felt his skepticism and distrust, he probably already had this "Are you a scam?" at his throat but just didn't shout it out.

But everybody in this world is just a grain of sand, which can never resist the tide. We can do nothing but ask him to come back after Feburary.

Holiday was always fast. We thought Kenneth would go for other seller, but surprisingly he came back to us.
We first checked with the carrier to get an exact delivery time, and confirmed with him whether he accepted that delivery time.

Once he accepted the delivery time, we then sent him the exact quotation for different grades of leather, and ask him to choose one.

More specifics and details were discussed and confirmed based on the grade he chose:

After every detail was confirmed, we sent him the payment instruction and he made the payment.

Only at this time, Kenneth let the words hiden in his throat out and sincerely told his true feelings in order to help us improve.
He said:
As a client now, I will give some minor feedback, your website does not match the level of customer service I am getting from you. I have really enjoyed working with you, and really like your company now that we have worked together. However, your website has some content on there that makes it seem like you might be very unfriendly and might scare many other clients away
We appreciated his frankness and were eager to hear his opinions and improve.

While we were exchanging our appreciation, the dealing was proceeded on our routine and protocol.
We double checked every details of his order after his payment and before we produced:

After production and before dispatch, we sent Kenneth the QC pictures and checked with him about any poissible revisions:

After his confirmation, we uploaded the parcel into the container and dispatched:

During the shipping, the notification was sent to help customers to locate their parcel and feel good.

And explained and responded to any questions or any mistakes:

And after some time, Kenneth got his cushions and we got his satisfaction, both of us were happy: