A phone call from a customer
Do the preparation task first. Then listen to the audio and do the exercises.
Preparation
Transcript
Junko: Hello, Junko Mori speaking. How can I help you?
Andrea: Hi, Junko, it's Andrea here from Red Band. I'm calling about our latest order.
Junko: Everything arrived OK, right? We got the delivery confirmation at our end.
Andrea: Yes, everything's fine with the order. I'm calling about the invoice and the payment terms. I need a favour.
Junko: A favour? What do you need?
Andrea: This is a little, er ... difficult, but I need an extension on the payment terms. I know they're usually 30 days, but we're having some cash flow problems. You'd really be helping us out if you could extend it to 60 days.
Junko: I'm not sure if I can do that, Andrea. We've got regulations at our end, and also have to manage our own cash flow.
Andrea: I promise this won't become the norm, Junko. Actually, I also want to place another new order. The same size order as last time. It's for an important customer and they pay on delivery.
Junko: I see. So your cash flow problem will be solved after this new order is delivered.
Andrea: Exactly.
Junko: That sounds good. Hold on, Andrea. Let me see what I can do. Yes, I think we can make an exception this time.
Andrea: That's great, Junko. I appreciate your help.
Junko: And we appreciate your business, Andrea. It works both ways.
Andrea: Thanks again, Junko. Can you send me a quick email confirmation of the payment terms extension?
Junko: Sure, no problem. We're happy to help you.
Andrea: Great. And I'll email you the new order.
Junko: Thanks. I'll keep an eye out for it. Talk to you soon.
Andrea: You too. Goodbye.
Loved it all done
yes, I sometimes make exceptions for my important clients. This may happen when they ask me to complete the project sooner than the proposed timeline or request a discount.
Actually, my clients' good behavior makes me want to them a lot of favors. Honestly, most of them deserve these favors.
Completed, 2, Aug, 26
In my Job, it is normal that costumers ask to change or modificated terms conditions. ÍT is posible but, it has an extra cost.
I like’it.
Like it and also has a work sheet
Unfortunately, I always make exceptions for clients - whether they're important or not.
And It's not just me. It's almost everyone who works in advertising.
In this industry, making exceptions and and doing favors isn't the exception - it's the rule. I know that sounds like an exaggeration, but it isn't. Here a few examples:
We deliver more than we were asked to.
We work more hours than were agreed to in the contract.
We bend our own professional standards just to win or keep a client.
And honestly, that's pretty sad.
I extend payment in 60 days, because you are a good customer and have an excellent rental´s historic
Yes, in my company I've done different negotiation If it's good for both.