Customer Refuses to Pay Shipping Fee, Sunny Worldwide Freight Forwarder China Only Char...

The other day, a potential customer sent me a message: "Give me a quote for sea freight to Rotterdam!" That was it. I asked, "Please tell me what the goods are, their value, and your time requirements," among other basic information, but got no response.

In fact, handling such situations is something we, as an experienced freight forwarder China, are very adept at. Should I quote from shipping company A or shipping company B? Without understanding the customer's real needs or the specifics of their cargo or even their company, a blindly designed logistics plan is likely to miss the mark.

As a freight forwarder China with 25 years of experience, we've grown step by step in designing plans and quoting, learning from both experience and lessons. Initially, we did as requested—blindly quoting based on our assumptions. The result was that most quotes did not lead to deals. The reason wasn't the price; it wasn't that lower prices guaranteed deals. Even when deals were made, both we, as part of the freight forwarder China sector, and the customers realized that the service provided was the most critical factor. Logistics costs are significantly lower than the value of the goods. Our service either exceeded or fell short of the customer's requirements, making us seem unprofessional.

After a while, that potential customer learned from other sources that we are indeed a professional freight forwarder China. He, who worked in his company's shipping department, sent detailed company and cargo information. I forwarded this to the relevant salesperson, who then created a suitable logistics plan for the customer.

Just yesterday, Mr. Cui from Guangzhou, a former classmate, contacted me. He makes packaging boxes and has been selling domestically but wants to start exporting this year. He has been making short videos, gradually attracting foreign customers to inquire. This was his first successful order to the U.S., and Mr. Cui was entirely new to foreign trade. He asked me for a quote to the U.S. Mr. Cui thought of us first, knowing we are a professional freight forwarder China company operating in an 1800-square-meter A-class office in Shenzhen's commercial district, not just renting a space. He sent me detailed information and requirements about the goods, including a beautiful photo of a jewelry box. Understanding his background and cargo details, I forwarded the information to the relevant salesperson, explaining that Mr. Cui was new to foreign trade and needed a door-to-door solution, which was most suitable for him.

In practice, proactively understanding the customer's background and cargo details is a concrete manifestation of our professionalism as a freight forwarder China. This reflects the experience we've accumulated over 20+ years in the industry. It's like getting a haircut—an experienced barber will first understand what hairstyle you want, maybe even have you try on a wig to see the effect, ensuring you get the desired look and become a returning customer.