No change without customers’ request

Being a makeup brush manufacturer who is specializing in customizing makeup brushes, we should do everything according to customer’s instruction.

 

If customers do not request any change on the brush, we should ensure the second batch is totally the same as the first batch.

 

The reason to mention this is because recently we found a problem during our quarter checking.

 

We have produced some brushes for a customer for two years, they always order the frequent items, so we clearly know their each requirements. One of our sales directs all affairs of the customer from the very beginning, so we believed there must be no problem on the order of this customer.

 

However, during our quarter checking, we found a serious problem. The logo of the first batch is horizontal but all the following batch is vertical. Although the customer did not found this problem and had no complaint, we still need to investigate and affix the responsibility for this issue.

 

Finally, we found the reason: the brush is originally designed to be placed vertically, so the sales believe it will be better to have the logo also to be vertical. Therefore, he let the printing factory to change the logo from horizontal to vertical.

 

We immediately wrote a email to the customer to feedback such problem, although the customer also believe vertical will be better, we sincerely apologize for this problem and promised no such issue would appear again. We also seriously educated and train the sales to let him know he can not change anything without customer’s request.

 

Although sometimes we may be more professional than some customers, but we should never change anything withou request.

 

If we do have some good suggestions and want to offer better brush to customer, we should firstly feedback to customer and get customer’s confirmation on this suggestion.