This is the case form a friend:
She has a regular customer who has cooperated for many years. It can be said that everyone has been working together for many years. Everyone knows each other very well. She has a product that has raised the price this year. The customer has not been placed at this high price. So,based on the cooperation for many years, she reduced their profits to a minimum, but the guests still was not satisfied.
They haven't discussed this product since over eight months ago. However, a few days ago, the customer finally placed the order. The price on the order was also the latest price quoted before, and the delivery date was confirmed.
However, on the third morning, she received an email saying that the terminal customer did not accept the price increase to cancel the order.
She then ran to ask me. In this case, should she refuse their request to cancel the order or accept their request for many years of cooperation?
For her, this product was not easy to come to the order. It was a pity to cancel it, and this product was customized for them. she wanted to reject the customer's request to cancel the order on the grounds that they did not confirm the price in advance.
Like this case, I suggest:
If you don't cancel: Then your product is sold, and the order is received. However, the customer will be very uncomfortable. They will think that if the order is cancelled in time, there will be no loss to you, but you didn’t. what about the seven years of cooperation and support? Moreover, before the customer had paid the deposit, he had already proposed to cancel the order. Do you still have a way to ask money from his pocket? This will only make everyone tear the face, not worth the candle!
If you cancel the order: you can tell the customer that you have already started preparing the order and the material purchase order has been placed. Although your temporary cancellation of orders will cause us some losses, including manpower and material resources, but for 7 years of cooperation, we are willing to take responsibility for them and try our best to meet the needs of customers. But I hope that such problems will not happen next time.
I believed that canceling the order will be beneficial to your development. If the customer always thinks that the price of the product is too high, then it is reflected in the side that your product has not been sold and there is a problem. To develop an order for this product, I think it is more valuable to reflect on this customer's response than to grab the order.