2009年4月9日星期四

讓客戶立即將逾期應收帳款結清的EMAIL



你是否也跟我一樣經常會碰到客戶帳款逾期, 這封電郵可以讓你在提供服務的同時又很有效的讓客人立即處理積欠帳款


讓客戶立即將逾期應收帳款結清的電郵:

From: Yung
To: Smith
Subject: Re: Sample preparation status

Dear Smith,

01

I would like to inform you that the sample that you requested urgently can be ready to be sent on Monday 8/14.

我想通知你, 你急需的樣品可在8/14完成並準備寄出

02

However, there is a rather embarrassing situation on AR payment overdue.

可是, 碰到一個相當使人為難的逾期帳款狀況

03

It appears that 200 units of ICT-300 that our company delivered and your company accepted on 5/20 – order amount: US$57,000 – is still unpaid even till today.

在5/20由我們公司出貨, 貴司允收200套ICT-300的帳款, 金額: US$57,000, 至今還未結清

04

The payment term is OA 30days, and it's 48th day of overdue payment.

貴司的交易條件是月結 30 天, 帳款已逾期至今第48天

05

Currently, your company account is locked up in our ERP system and we are not able to generate the invoice to proceed with sample shipment till this AR overdue issue is resolved.

目前, 貴公司在我們ERP系統裡的帳戶已被鎖住, 直到逾期帳款解決以前, 我們無法產生發票進行樣品出貨.

06

Our company is very keen on payment collection, yet we are working on your projects with very high priority.

我們公司對收款相當重視, 而我們對貴司的專案都是優先處理.

07

We wish it's the samples that you will be excepting instead of billing reminder released by our accounting department, or payment notice issued by our legal department.

我們希望你期待收到的是樣品而不是由我們會計部門發的付款提醒或由我們法務發出的催款通知

08

In order for us to keep offering premium quality of service to valued customers like you, I urge you to help us solve this AR overdue issue immediately and further prevent such embarrassing situation from happening in the future.

為了讓我們能繼續提供高規格的服務品質給像你一樣的優質客戶, 我請你務必協助將此逾期帳款問題解決以及避免如此難堪的情況再度發生

09

Thank you,


Yung



後記解析

業務常常會有兩難的情況, 客戶有逾期帳款未清同時又要求你提供產品及服務. 而我們都知道客戶至上不可輕易得罪, 這時候我們用詞就要相對委婉, 盡量跟客戶曉以大義, 至於灑冥紙, 潑屎尿, 噴油漆等討債手法還是交由專業人士去辦理就好.

開頭01先給客人的開門喜, 讓他知道樣品進行順利可以在時間內出貨. 接著在02這句裡委婉的導向這封信的重點 – 逾期應付帳款. 在03, 04, 05稍微把原由簡短的講述一下讓客戶明白不是我們業務在刻意刁難. 06這裡是為了後面的佈局, 先讓客人知道公司對帳款的重視, 以及我們也提供給好的服務給客人.

07這句是軟中有硬又帶點幽默,提醒客戶我們業務想寄樣品但公司其他部門是準備放狗咬人.

08結尾再提醒一下客戶, 優質的服務品質的基礎是建立在互相尊重, 我們配合客戶在時間內把產品和服務完成, 而客戶也一樣應該準時付款. 像帳款欠了48天還不付這種丟人現眼的行為還是要提醒客人請他們多自重點.

字彙解析

rather: 相當, 有點… 在這裡用意是以委婉的口氣帶出像逾期帳款這類比較難啟齒的話題.

resolve: 解決… 用resolve 的話口氣較為委婉, 用 pay 這個字眼催討的語氣太濃或許會讓客戶不太舒服甚至反彈

2009年4月1日星期三

2009年3月23日星期一

拜訪客戶,或初次會面後要發出的Email

事件: 我和我們業務代表到客戶公司拜訪並針對將要合作的案子與負責的相關人員詳談

適用: 這樣的電郵可在初次會面或雙方剛開始接觸後的24小時內發出,可以給對方一個慎重積極的好印象

拜會完客戶後的電郵:

From: Yung
To: Smith
CC: Michael
Subject: Re: W830 Project Meeting

Dear Smith,

01

It was our pleasure to visit you this afternoon, and we appreciated the time that you spent with us to go through all the project details.

我們很高興今天下午能拜訪你,更要謝謝你抽空跟我們詳述專案的細節.

02

Michael handled many similar design projects as W830 in our company and he will send you a design proposal tomorrow based on the requirements that we discussed with you today.

Michael在我們公司做過很多類似W830的案子,明日他會寄一份依據今日與你討論的需求作出的企劃案給你.

03

We thank you for giving us the opportunity to provide our products and service, and look forward to working with you in the field of professional industrial system platform applications.

感謝你給我們機會提供我們的產品與服務. 我們期待與你在專業工業系統平台應用這個領域上的合作.

04

Thank you,

Yung

後記解析

開頭通常除了表達高興和感謝對方之餘,最好稍微敘述一下對方讓你印象特別深的小地方.例如在0這一句裡,我們提到客戶抽空詳述專案細節這一點.

如果你像我一樣身邊有帶著未來接此專案的業務代表,可稍微像在02這句裡一樣提一下這位業務的經驗,一則讓客戶知道我對這案子的重視所以才派出在相關領域有經驗的專業人員,另外也讓我的業務人員有備受重視的感覺更能全力以赴.

除了用簡單的幾句客套話來結尾以外,我習慣再強調一下雙方在"專業領域"的合作,而不是單單討價還價的買賣.

字彙解析

opportunity: 機會.在正式的商業用語,用opportunitychance更為洽當. chance給人有種投機或靠運氣的感覺.

…in the field of…: 在某個領域.我還蠻喜歡這樣的用語,給人一種專業的感覺.

2009年3月22日星期日

當客戶不回應,Email 可以這麼寫

事件: 我客戶答應簽回NDA(保密協定),在我把文件寄出給客戶簽回時已發了一封電郵提醒,幾天後仍未見客戶有所動作時,我接著再發後續跟催.

適用: 這樣的電郵可用來提醒以及催促客戶或合作夥伴盡快完成雙方已談定的事情

6/23 第一封提醒電郵:

From: Yung
To: Smith
Subject: Re: NDA sign-back

Dear Smith,

01

We discussed in our meeting last week on /20 that we would release design information to you when a NDA can be signed off.

我們上週在6/20號當天談到當NDA簽回時我們就會把設計文件寄給你.

02

Two copies of signed and stamped NDA were sent to you on /23.

兩份已蓋章簽名的NDA已在6/23號寄出給你

03

Please complete the NDA sign-back process by sending one signed NDA copy back to us this week.

請將一份簽完名的NDA寄回給我完成NDA簽署程序.

04

Thank you,

Yung

6/28 第二封跟催電郵:

From: Yung
To: Smith
Subject: Re: NDA sign-back

Dear Smith,

05

Its 6/28 today and we still have not received the signed NDA from you, yet functional blocks and sensitive design information have been continuously requested to release by your company.

今天已經是6/28,我們還未收到你簽回的NDA,但貴公司還持續的要求我們給予敏感的設計文件.

06

Could you please double check and complete the NDA process immediately?

請你立即確認並且完成NDA簽署程序

07

Without the NDA process completed, based on our administration and internal management principle, we will have no choice but to put everything on hold till further notice.

根據我們公司內部管理原則如NDA程序沒有完成,我們則須先停止進行等待進一步指示.

08

I apologize to push you, and your understanding and cooperation are highly appreciated.
很抱歉催趕你,並感激你的配合以及諒解.

09

If you have any difficulties, please kindly let me know.

如你有任何困難,請讓我知道.

10

Thank you,

Yung

後記解析

在提醒客戶時保持禮貌以及理性是基本的原則,如在0809裡面這一段.

而在07這一段裡面,我以公司內部管理原則來告知客戶如NDA程序沒有完成的後果.而我客戶基於要相互合作的關係也如我預期的回應他目前進行的狀況並給我預期完成時間讓我安心確保雙方合作.如果24小時內我還是沒收到客戶的回應,我會以電話方式親自打過去確認客戶是否有什麼難言之隱.

字彙解析

Sensitive design information: 在這裡sensitive是指需要被保護以及小心處裡的商業文件,例如內部保密資料、工廠製程等.