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报复“渣男”客户的策略和具体步骤

业务员求助


01

事情是这样的,公司有个蛮大的客户(以下简称S),一直由业务员A跟进。
 
A跟公司申请的针对S的付款条件是:30%预付,见提单副本70%,货代是A找的中国货代。
 
合作了一年左右,除了偶尔货期延迟几天,其他也没什么大问题。
 
我们公司是小公司,老板也不懂外贸,业务的订单跟进和货款都是靠业务自己负责监管的。
 
A和S关系好,觉得S靠谱所以不管有没有收到钱,总会先把订单安排了,甚至余款没有收到,自己就把提单正本先寄了。
 
A做出这样的决定,并没有告诉老板,老板对此一概不知。
 
我们的产品属于化工类产品,不同环境和配比都会使产品变质。鉴于这种特殊情况,原材料厂家都负责售后。
 
有一次,S下了一个40尺柜的货,到港后材料变了颜色。于是,这笔货的尾款还没收回来。按道理,寄提单之前就应该收到尾款的。
 
年后A申请离职,老板同意了。

A跟财务对接的时候大家都才知道,还有好几笔钱没有收回来,总计十几万美金。
 
A说她负责跟进客户把货款要回来。
 
02

A离职后,我接手了S客户。
 
过了一段时间,A说他已经不是这个公司的员工了,跟客户要钱是他额外的工作,他只负责辅助工作,主要还是我跟S对接。

在要账的过程中,S以产品质量差为由不付款。

后来,我陆续知道了以下情况: 
 
1、材料确实有问题,但那是供应商的问题。供应商不愿意出示证明,证明原材料有问题,怕我们去告他。

A没有向S陈明事实,而是在背后抹黑公司,说产品的事情是我们自己偷换材料导致的。
 
2、A经常在S面前抹黑同事,意思是全公司就只有她一个好人,SA深信不疑。
 
我们找S理论的时候,S转手把截图发给A,还跟我说你们不要逼A,钱不付不是A的错,各种维护A。(本人对A这种受到客户信任的手段十分敬佩。S基于自己“被骗”的情况,觉得A是真的是个好人,觉得我们公司是个坏公司,在那上班的人都不是什么好人。)

3、A离职之后还跟S联系,还到处说公司欠她工资没付,抹黑公司。
 
4、我们有跟客户提出过协商赔偿,正常情况下因为质量问题,工厂会按数补货赔偿。
 
现在的问题是,前期是发现一点,后续一点点发现,A一直拖着不上报公司。
 
如今,客户不想谈这件事情(已经找到新的供应商)老板也不愿意说这件事情(头大)
 
我发Whatsapp动态,S时不时来评论问我: 
“你还在这个公司?
你的市场销量如何?
如果我还在你们公司下单,估计我就是你们最大的客户了。我昨天才装了一个20尺柜。”
我真的有被恶心到!感觉S就像个跟女朋友分手的渣男,时不时来说自己很好,没跟我在一起是你的损失,你看我现在这么好。
 
请Tess指教如何不失优雅地怼回去让他闭嘴!
 
这个情况下有没有破局的方法。
 
非常感谢!
 
小Y

Tess回复


看完小Y的邮件,我一头黑线。

我以为他想问如何要回货款,以及如何让A停止抹黑公司,但他写了一大堆事情,最后居然问的问题是怎么用语言怼客户?!

你要想一下,客户问题,公司的问题,自己的的问题到底是谁造成的。

你不把制造问题的人解决了,反而想和客户打嘴仗,这脑回路也是够清奇。

再者,逞一时口舌之快是解决不了任何问题的。
 
小Y面临两个主要问题,

第1个是要回余款;
第2个是解开客户的误解。

从客户的态度来看,余款要回来的概率很低,毕竟产品出问题是不争的事实,公司也没有赔偿客户。
 
这笔糊涂账大概率是算不清了,也可能是客户故意不想算清楚。

或许他已经算过,相对于支付余款而言,他更愿意站在道德高地心安理得地不付余款。
 
这也可以解释为什么他一直那么相信A的话。因为只有相信A的话,才能给自己不付余款提供合理合法合情的支撑。

更重要的是,由于A的搬弄是非,客户S已经确定是供应商坑了自己,自己不付尾款是理所应当的。

如果我处于小Y的位置,无论是客户真糊涂还是装糊涂,都会选择跟客户解释清楚,为什么事情会一步一步发展到现在这种地步:
 
我们明明是可以好好合作的,
我们也不是不讲道理的公司,
我们有赔偿制度,
我们会对不合格的产品负责,
你也是一个讲诚信的客户,
所以,没有必要决裂。

口说无凭,撕逼也解决不了问题,要想让客户相信自己,必须出示非常有力的证据,如法院判决书。

所以,客户的问题可以通过起诉A来解决。
 
公司可以对A发起两个诉讼:
 
1.名誉侵权

A说公司没有付她工资,公司可向法庭出示转账凭证。
 
A在已经收到工资的情况下还四处散播你们公司没有付钱,这就是一种名誉侵权。
 
而且,这种名誉侵权影响了公司在客户心目中的诚信形象,已经造成了严重后果(客户拒绝继续跟公司合作)

关于A对外宣传是公司故意换原材料导致产品不合格,
 
根据“谁主张谁举证”的原则,若A没有证据证明这一点,她也构成名誉侵权,且侵权对公司已经造成了损失(客户拒绝继续跟公司合作)
 
2.员工过错对公司造成重大经济损失。

A擅自更改付款条件,在没有收到余款的情况下,把提单寄给客户,让客户提货,导致公司收不到余款。
 
A的过错给公司造成了10余万美金的损失。根据民法和劳动法,A应该赔偿公司。

打赢了这两个官司之后,再把判决书给客户看,不但能让客户看清A的品行。还会让A付出代价(公开赔礼道歉+赔偿公司经济损失)。

我并不介意客户是否会跟我继续合作。
 
我在意的是,把事情说清楚,让客户看清事实真相。让他清楚为什么他没有得到及时赔偿,为什么他的货会出问题。
 
客户若是明事理的人就会明白,是A的不作为才导致的这一系列的问题,他不但坑了客户,还坑了自己的公司。

所以,要想永绝后患,就得从根源上解决问题。

当然,我们也要考虑先入为主对一个人的影响。有可能客户看到判决书之后仍然相信A没有问题,觉得你们恃强凌弱,那就说明S和A是一类人。

物以类聚人以群分,让他们幸福快乐地在一起就行了。
 
毕竟,人都是相信自己愿意相信的。
 
但至少以后客户不会在你面前逼逼了。
 
A再次对外散布谣言的时候,也会想想自己将要付出的代价。
 
以上解决方案是基于小Y所陈述的事情完全属实的情况下。如果不属实,那就另当别论。
 
诉讼比打嘴仗爽多了,既可以让A闭嘴,付出代价,还可以让自己出口恶气。

这两场官司很容易打,Club的各位律师都可以接手。
 
祝你好运!
Tess

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