What is good customer service?

This morning, we got an email from a customer who wants to order only 1 brush set with their own logo. While per our company policy, our MOQ is 500pcs each. We explained such situation to them and say sorry that we can not accept order for only one set. The customer was very angry and said they would find another supplier who can provide good customer service. They think we do not offer good service to them. It is somewhat unfair to us.

Per our understanding, good customer service includes pre-sale service, sales service and after-sale service. During per-sale service, we will try best to offer enough information to customers, so that customers can gradually get detailed product information, fully understand our company policy, and know each detail to establish cooperation with us. If customers and makeup brush manufacturers can not reach agreement on some conditions or terms during custom makeup brushes, we believe it is not related to bad service, just different company policy and position.

Once both sides reach agreement on all conditions, both sides should strictly fulfill the agreement: the makeup brush manufacturers should offer qualified makeup brushes within lead time, and keep customers posted for any information, and customers should arrange payment on time. Since all conditions have been discussed before ordering, there should be no conflict during sales service if both sides comply with the agreement.

For after-sale service, after shipment, manufacturers and customers should also keep attention to the brush quality. If any quality problem is found after unpacking, as a professional makeup brush manufacturer, we will offer good enough after-sale service and solve the problem immediately for customers.

Good customer service does not mean accept customers' all requirements, especially during pre-sale service. At such step, each side wants to safeguard their own interests, so no ground for blame. If one side’s requirement conflict with the other’s company policy, it is really normal to refuse such requirement.