Wednesday, August 25, 2010

Macam ni ke layan customer

salam..
been bz this week.. xsempat nk post apa2 entry pun.. dan x brapa nk sempat jengah ke blog lain pun =(

ok... hari ni i'm pretty sure, puasa aku setakat dapat lapar dan dahaga... ada la 2 3 10 15 kali aku sumpah dalam hati ^%^^$%^$#@$(&%^!!!!!!

i have to blog this out.. maybe she's reading this.. or maybe not.. lantak la.. maybe pas ni aku bleh la forward kt boss ko kan..

i need boxes for the door gift. and this company gave the best deal...so far...

kronologi

1. as for quotation.. dapat.. the quotation is valid withi 2 weeks.

2. aku p bayar deposit.. tp x bagi artwork lagi. tunggu kawan aku bagi

3. Marketing Exec (ME) follow up tanya pasal artwork. note i need to provide the artwork.. tp kalau nk adjust sikit2 tu boleh la..

4. dalam 2 minggu jugak la aku baru aku bagi artwork... ok my bad.. sbb kawan aku tolong buat.. takkan nk rush2 dier plak..

5. pastu ME tu call kata.. design tu xde dalam bentuk kotak.. ala.. mcm kita belajar masa math dulu.. bentuk kubus kalau kita bukak.. jadi la dalam bentuk 2D.. box punya open diagram la kaedah nya...cess.. bukan ko nk khabor ke aku awal2 kan..dah la aku bukan ahli dalam bidang ni..pemahaman aku pada perkataan artwork tu.. mcm design je la.. and i tot ko akan amik design ni dan letakkan kt dalam 'stensil' kotak ko.. x tau la plak aku, artwork tu termasuk dgn sume2 benda alah tu... its completely a jargon to me.

ce aku tanya kt ko, can u give me ur company B-party no.. aaa kompem ko xtau kan, cz ko bukan dalam line telco.. so please la.. explain la dulu mcm mana mcm mana.. ke ko baru keje??!!!

so basically aku masa aku call dier tu, mmg ternaik suara la kan.. kata marah kan.. and i felt bad bout it.. aku bukak gtalk, i said sorry to her for raising my voice.. customer mintak maaf babe.. mana ko nk jumpa...?

6. dah request aku utk beri semula contoh kotak aku utk dibuat measurement. it was on tuesday. aku suruh despatch nya dtg on wednesday.. tanya pkul brapa boleh dtg.. x blh nk bagi tau, sbb ada a few tempat nk pergi.. hari rabu kata nya nk call balik.. tp x call.. aku yg call dier tanya mcm mana, pkul brapa nk dtg.. kata nya, hari ni x sempat... adeh.. aku sudah bakar.. kata nya "boleh x dtg esok??" .. aku jawab "dah u x bleh nk hantar skang .. nk buat mcm mana.. do i have any choice, anyway"

7. so khamis tu, aku tunggu la.. tp sebb bz sangat.. x sempat nk calll... hari jummat,the ME x call apa pun!!! patut ke mcm ni??? i have to call her, tanya ada cerita bagai... adeh.. keep on blame d dispatch, x dtg la.. kata dah inform org yg susun jadual perjalanan la.. ok fine.. ko dah buat semuat tu.. since u are the point contact pada client. kena la ko follow up kan.. at least tanya la.. dah sampai ke belom.. ni aku dok la tertunggu2.. nk solat pun x senang, takut derang call masa aku xde.. hampeh giler.. last2.. aku gak yg kena pergi hantar kt office dier pada hari sabtu.. sabtu bleh plak tutup awal.. mmg la aku rasa nk maki kan...

8. hari isnin lepas aku tanya.. dapat x sample aku tu, since aku masuk celeh bedah pintu dier.. adeh patut ko la bagi tau aku yg ko dah dapat.. adeh, ni nk kena ajar ke apa nih... kan design aku tu tidak dibuat dalam stensil kotak tu kan.. aku suruh derang buat kan.. dier kata kena charge rm30.. ok.. no prob..proceed je.. so aku tanya bila bleh siap.. sbb aku rasa mudah.. ok mungkin aku kata mudah mcm la aku reti buat kan.. tp mak rasional aku..mak check out ngn kawan mak yg design tu.. dier kata kejap je pun.. i thought so... dier kata.. by selasa (semalam) bleh siap. aku cakap.. ok xpe.. i bagi u extra satu hari.. hari rabu pun xpe.. ye la kan, judging from previous expedience, aku bagi la time kt korang.. igt kn, bila bagi time lebih tu, bila aku tanya dah siap ke tak.. hopefully jawapan nya ialah 'YA!'

CERITA HARI NI..
maka hari rabu pun tiba lah.. aku gtalk dier.. since hari aku tanya pasal quotation tu, dier add aku kt gtalk.. so hari ni aku tanya la.. dah siap ke.. katanya belom!!! kalau korang.. korang marah x??? ko cakap selasa bleh siap, aku ngn murah hati bagi satu hari lagi.. ko bleh kata x siap.. derang bz!! ada ke org yg bekerja x bz yang oooii.. the concept in, ko janji nk siap hari ni.. ko kena la commit kan..

harus la aku naik hantu.. marah bagai.. pastu tanya bila bleh siap.. kata nya x janji sbb takut nnt x siap on that date.. takut aku marah la tu.. ello korang buat business ye, apa kejadah ko x bleh letak timeline utk siap.. dah tu sema production ko tu, siapkan ikut suka hati je ... note that, ada satu kali tu, sbb delay2 semua ni kan.. dier bleh kata..ala wedding u kan lambat lagi.. apakah.. kalau aku ikut mentaliti ko, balik aku order bulan 10 je.. aku order awal, sbb aku nk awal la samdol!!!

pastu kt gtalk tu, dier bleh jawab..'eemm.. xpe, nk marah, marah la.. ' aku rasa minah ni dah x amik port pasal org nk marah.. as if she can't be bother org nk kata apa, mcm ala2 no action taken.. bukan jenis aku-bleh-tahan-kena-marah-tp jap-lagi-aku-aku-akan-buat-kerja-aku type.. hangin hokey.. jawab acuh x acuh..

the main thing aku nk hangin is becz ko x follow up ngn aku, tanya dispatch dah sampai ke tak.. x inform aku dispatch ada prob, maka x sempat nk dtg office amik barang.. end up aku yg kena tanya bagai.. ke ko mmg ada niat nk tanya.. tp aku ni dah call tanya ko dulu.. adeh...

pastu satu lagi.. she kept on highlight pasal aku bagi lambat design tu.. and seriously, aku admit kt dier mmg aku yg hantar lambat.. tp bila aku bangkit kan pasal artwork issue, xde pun dier nk admit salah dier.. bila aku mention pasal kenapa x follow up tu. dier x admit pun.. apa kes...?
mak hangin ni nyah...

pasal x bleh nk bagi tau exect date bila dier nk bagi artwork baru tu.. x bleh nk janji plak.. x bleh nk badi dateline.. aku cakap ngn dier.. masa u bagi quotation tu, kt sana mention quo tu valid for 2 weeks.. bleh plak ko bagi timeline kt aku kan... pastu dier reply.. 'itu nk jaga company'.. what the tuuuutt!!! dah tu, aku ni customer, sapa plak nk jaga aku..!! ke, ko nk aku bawa ke tribunal pengguna... ni ayat x menahan ek.. jap aku copy paste..

i dah biasa kena marah dgn customer
tak kisahlah
it's not my problem, i dah bagi taw kat admin
ambik sample kat awak
oklah
i ade kerja
you nak complaint dengan bos
sila
i ada alasan yang kukuh
i cuba siapkan order you
ok

aaa amikk ko sekali.. dier suruh aku g complaint ngn bos.. ko mmg nk cabar aku kan....
all this while.. mmg elok je aku deal ngn ko.. and aku x fussy lansung pun.. mmg cakap professional habis.. kalau aku first time jumpa org, xde nya aku havoc galak bercerita.. ye la.. ada org x brapa senang bila kali pertama jumpa, sembang pung pang pung pang mcm kenal lama.. mesti ad aboundary.. ce tanya hana, mcm mana the first time i jumpa dier... sopan je kan hana.. huhuhuhuhu...

so sambung balik.. kira nya ko mmg sudah menjolok sarang tebuan la kan skang.. aa ko belum tgk lagi kalau aku marah.. HORROR sangat!!!! org kata, becareful of what u wish.. kan, aku dah jadi ala2 genie in the bottle (apa kes, lagu christina aguilera) la kan.. ur wish is my command.. terus aku call honey bossy ko...

cakap ngn boss ko.. at least bila dier kata sorry tu, terasa la yg der betul2 sorry.. bila ko kata sorry rasa kosong ar beb.. entah ko betul2 sorry atau apa... aku cakap la attitute tu x bagus kan... nk sangat aku complaint, ko igt aku takut ke... selagi aku bleh tolerate, aku tolerate.. bila dah hilang sabar... siap.. fyi, pernah aku complaint pasal kecurian makanan (and obviously aku di pihak yg benar), org yg punya angkara kena terminate.. ko nk ke?? kalau nk .. ko cakap lagi skali tgk...

sekian, aku mmg marah.. ada satu entry aku nk post.. benda yg sedap utk dibaca n difikir2kan.. aku terpaksa hold dulu.. nk tulis entry amarah nih..

17 comments:

cik3zza said...

salam singgah..

cara dia menjawap tu memang la sangat menyakitkan hati. memang sengaja mengundang kemarahan. orang yang tak terlibat pun boleh menyirap darah bace. amik tindakan. biar dia rase.

~ thalhazlin ~ said...

zaila, bagus tu pekerja cam die kene terminate. dah biasa kene marah dengan customer? fuh. memang tah pape. merugikan syarikat aje.

ZARA said...

ish ish ish! Zaila! kalau aku tuh... ish ish ish...

ayat aku paling tak tahan dr kau "kalau aku ikut mentaliti ko, balik aku order bulan 10 je.. aku order awal, sbb aku nk awal la samdol!!!"

terbaik!!!!

Xora said...

motif saya pula nak angin skrang ni??!

thezaila said...

cik3zza --> dear tu la nya.. tension ok cara dier jawab.. mmg i hangin habis..

~ thalhazlin ~ --> i talked to her boss.. i pun pernah jumpa boss dier.. and the boss tau i x fussy and i speak in a good manner.. and she admit that.. geram nih!!

Zara --> betul zara, i geram tau.. after she explain kata dier x salah sbb dah inform admin sume tu, i cakap la ngn dier.. meh i call boss.. sbb i xmo la marah kt dier sbb yg salah bukat kt part dier, katanya lah... after all dier pun xde kuasa nk marah kt admin tu.. tp dier kata.. x yah la call boss.. skang ni. ko dah mintak sangat aku complaint kt bos.. meh aku complaint..

terkeluar gak perkataan samdol tu... tetiba terpacul di mulut

xora--> biasa la tu.. kembar kan.. cubit peha kanan, peha kiri terasa.. heheh ..geram u.. x terkata dah ni.. gigil menaham marah..

hana yoriee said...

haaaaaaa..panjang berjela amarahnye nih..aduh laaaaa..awat la lagu ni layan customer? mengong ke ape? heh..kang kena ngan zaila kang mak tak tau...

hehe..ha ah..zaila sopan aje ms jmp hrtu..ni org wat jahat ni yg menyebabkan sopan dah ilang..ape ntah org tuh!

Reen Tart Nenas said...

saye plak yg naik angin nie! ishkkk marah2! mencik. xleh ke xamik ngan die dah? ishkkk sengal.

thezaila said...

hana --> i bukan mcm mak mak datin yg sangat fussy nk itu ini.. kalau peragai fussy tu.. mmg la ME bleh naik sasau melayan cust..

hana, adakah dgn meletak nama anda di entry adalah cara halus utk memeras ugut supaya utk agree kata saya sopan.. muhahaha...

reen --> entah la.. i dah bayar depo 60% mcm tu.. kalau x amik burn., byk gak tu. i think the company ok kot.. pekerja je mcm ini.. tp tgk la output dier macam mana *sigh*

Nora a.k.a Aira said...

waaah nora pun hangen baca hadoi.. sengal giler

hana yoriee said...

iyea cik zaila yg sopan lagi cun..miahahahaha..

hehe..tu laaa..kalo dapat mak datin, pn seri, toh puan ke..lagi fussy..tp fussy mcm mana pun mesti layan mcm pijak semut pon tak mati (mcm ckp adik sendiri je ni)...haahaa...org berada ler katakan..huhu..

opss..ampun makcik2 ku datin2 sekalian..hahaha..

Cik Belle said...

kesiannye u, zaila.. sobs.. tak patut la buat customer tertunggu-tunggu macam ni.. janji kene la patuhi. adui.. attitude kurang la. haish.. boleh tak kalau deal dgn orang lain je?

thezaila said...

nora --> hangin sangat!

hana --> khen.. ni baru org marhain mcm saya jek.. kalau dating.. fussy nk itu ini. quo itu ini.. end up x jadi... lagi la teruk kan..

cik belle --> currently, i terus berurusan dgn boss nya.. x daya dah nk cakap n chat dh..

Rubina Yunal said...

salam sis :)

I read your blog occasionally. I think semua ni punca dia miscommunication je. Pasal term "artwork" tu.

Im a freelance designer cum printing agent, also a b2b, dah lebih 2 tahun berniaga sendiri home-based. So basically pd org yg bekerja dlm field ni bila kita ckp "artwork", we refer to as design yg raw.. from scratch, bukan design yg dah siap as a product. Di situ silapnya staff yg suruh bagi "artwork" tu tadi sbb dia tak explain and doublecheck dgn u artwork yg mcm mana maksudnye. Mmg silap, especially knowing that you're ordering something yg require dimensional punya layout. Dia pun patut prepare contoh2 layout for boxes so bila client dtg, dua2 pun faham artwork yg mcm mana perlu disediakan. So it's not entirely your fault.

I'd normally ask my clients if they have an artwork ready, as in dalam bentuk file illustrator or photoshop before we agreed on anything, and selalunya kalau diorang bitau cuma ada sample atau jpeg file yg mmg takleh nak ubah apa2.. then i faham la kena buat balik design from scratch. So I akan bgtau dia yg this project will require me or them to do the design semula and inform kalau kena re-design balik it will cost them this much this much. Jadi takde misunderstanding kat situ.

Jap lg I share some tips in dealing with the printing company ok?

Rubina Yunal said...

As promised, kita sume boleh amik iktibar dari pengalaman u ni dan sebagai peringatan yang bagus utk semua b2b yg ada plan nak gi tempah apa2 yg require printing, these are the things you can do to make the project easier for both sides:-

1. Make sure u bwk sample produk yg dah siap, bwk design yg u dah sketch sendiri tak kira mcm mana rupa sekalipun, tau berapa banyak nak order dan finishing mcm mana yg u nak(glossy ke, matte ke, nak ada hot-stamping kaler gold ke etc). Kalau takde sample, then u terpaksa la refer to whatever samples they have. Part yg ni sometimes kena redha je sbb every company ada limitation masing2.. some in machineries, some in materials.. kita tatau kan.

2. Bila dia tanya ada ARTWORK atau tak, it's wise for us as a client to ask them artwork yg mcm mana yg dia maksudkan. Biasala sometimes bukan designer yg duduk layan u isn't it? Yg duduk bg quotation ni kekadang org yg dtg dr background marketing or business, bab technical jarang ada yg nak amik tau sgt so they would use the terms yg diorang biasa dgr dan sebut. And, we have to also remember that most of the time diorang ni ada jugak liase dgn customer di kalangan graphic designers dari luar so bila diorang tanya pasal artwork dgn designer, there's a mutual understanding there.

3. Utk yg lain, never assume artwork tu adalah finished product atau layout dlm bentuk MS Word or paint. Printing cuma boleh accept files in illustrator format (*.ai), PDF, JPEG/TIFF, dan photoshop file (*.psd) Kalau u tak pasti, then explain kat dia u cuma ada design yg mcm ni mcm ni,is that the artwork they're referring to? Lg elok sebagai customer kita yg asak dia soalan2 mcm ni. Jangan cpt je ckp dah ada artwork because pemahaman term artwork antara dia sbg org printing dgn kita sbg client mmg berbeza.

4. Prepare soalan2 yg penting, jot down so u tak lupa nak tanya then dah susah payah nk follow up blk. Things are crazy di mana-mana printing company pun, walaupun kedai tu kecik. Trust me on this one. It's quite hard to please everybody in this business, just as hard as we want to please everybody else in our wedding preps.

4. It's okay to check with them regarding the project progress walaupun kena bambu diorang hari-hari. Designer or service provider yg baik will always inform u first and stick with the deadline, but then kita sendiri takleh expect perfection dlm hal ni :) It takes two to tango. Afterall it's your money, u ada hak utk tau ape progress so far. But im not saying that customer is always right. Im truly against this sick believe. To me, nobody is right eventho you're the one with money in the pocket. But as a service provider I should be able suggest what's best for you and your budget, and offer you the best that you deserve.

5. Again, remember ARTWORK and SAMPLE are two different things when ur dealing one-to-one with the printing company. Always check with them and never make assumptions to avoid future problems mcm ni. Always come prepared and without an empty mind, because bila kita dtg dlm keadaan tak ready mesti byk benda kita lupa n amik sambil lewa

So sis Zaila, and all you beautiful B2Bs, maybe boleh take note on little things like this ok? Kebetulan sy sendiri pun nk jadi bride jugak so I really know how you'd feel when thing goes wrong like this. Im thankful that i'm a designer so bebenda mcm ni dipermudahkan Allah for me. But I sure have hiccups for other things. What can I say, win some.. lose some.

Happy preparing for your big day and mintak ampun maaf kalau ada tersalah kata. Happy fasting :)

p.s. It's not easy being a designer yg kena deal dgn benda2 yg very subjective dan sentiasa berubah. Designing is not as easy as maths, 2+2=4. It can be 2+2=1.. bila tgk blk bleh dpt 2, 3, 5 etc. Sebab bila org dtg tgk benda tu 2-3 kali, boleh jd rambang mata sbb fikir nak semua benda cantik and as perfect as it can be. But nothing in this world is perfect except for our Lord.

xoxo
Rubina

Nurulhuda|Adlie said...

woh gila la! tp mmg patut marah gila pun, benda2 mcm ni tolonglah jangan cuba2 nak buat kat b2b, mmg kena la kan.

Yanie said...

wah... best nye siap ada tips lagi kat atas tu. Babe, i tak sempat lagi kol Kak La. Been busy with Deko hari raya kat ofis. I will call her tomorrow ya dear!

thezaila said...

Rubina Yunal --> yes babe.. agree with u.. mmg masalah kt sini pasal artwork tu.. sbb dier x mention pasal definisi artwork. and masalah kedua adalah sbb dier x bleh nk follow up and inform me sama ada dispatch dier dtg atau tidak.. other than that, i think the company mmg boleh deliver.. =)
thanks for your tips anyway... really really appreciate this.

Rubina Yunal --> agree with u too.. mmg the very first time i jumpa, i mmg dah pawa physical sample.. siap dier mintak kebenaran utk buka kan kotak tu.. and since i ada the sample, i totally want something like the sample, u cari lah kertas yg sesuai.. and that part xde masalah.. anyhow.. thanks a bunch on those tips... appreciate this a lot.. thanks babe..

hahahah.. dah reply comment satu-satu baru perasan u post comment 2 kali.. babe thanks on the explaination.. it helps me a lot, especially with the term used.

nurulhuda --> tu la.. la ni b2b sume pakat tulis blog and baca pengalaman org lain.. jgn la cuba mess with b2b yg ada possibility jadi bridezilla.. ala, mcm artis jgn cari pasal ngn wartawan.. kang x keluar berita pasal u kang.. =) huda congratulations on ur wedding.. cantik sangat..

yanie --> =) xpe.. ramadhan tahun ni rasa mcm cepat sangat la.. mcm tup tup dah separuh bulan berpuasa.. anyhow.. just let me know bila u nk g jumpa kak la ek..