如何处理延迟交货的问题？

本月应该是属于外贸人的，我们可以称呼它为外贸月。前两天的感恩节和即将来临的圣诞节，使得老板和船公司赚的都盆满钵满。但是由于订单太多，嘉鱼最近有一批货因为没有赶上11月28号的船期，推迟到12月5号了。虽然这种情况不常见，但令客户不满的事情之一就是下订单后出现的延迟交货。所以今天就借此机会来谈谈交期延迟的问题。

个人以为，交期的延误并不都是供应商的过失，采购的一方也有相当大的责任，比如频繁更换采购人员导致双方沟通不畅，单方面指定交期，对供应商的管理体制和作业不熟悉，临时紧急订购，导致订单前期准备时间不足等等。另外，还存在一些不可抗力的事件，如自然灾害，汇率的波动，国际间政治的现实、法令的更改，一个国家或区域的经济衰退等，责任虽不属于任何一方，却也影响交期。

那下面我们从供应商的角度分析一下，出现延迟交货的原因有哪些？

生产排单太多，计划不到位；

某个订单数量太少，车间将几批订单合起来才生产；

生产技术不达标，不良率过高、精准度差；

模具不足，生产人员不足；

不能控制上游材料品质和来源；

材料欠缺，交期较长；

品管制度做法不落实；

交期时间的估计错误；

文件错误；

等等。

那么我们到底该如何处理延迟交货的问题？如何跟客户沟通解释呢？

下面我提供2个模板，第2封是我给客户写的邮件，希望对大家能有所启发：

模板1

Dear[Recipients Name],

Thankyou for your notification that you are yet to receive the goods that youordered from our company on [date]. We have actually identified the reason forthe late shipment and regret the occurrence of this event. 对延迟交货的事情表示抱歉

Weare therefore expecting to start the shipment on [date] and assure you that youwill receive it by [date]. 交代预计发货日期和收货日期

Wereally appreciate your business with us and sincerely apologize for anyinconvenience caused.再次为给他造成的不便真诚地向客户道歉

YoursFaithfully

[Yourname]

模板2

Dear[Recipients Name],

Thisis in regard to your order no. XXX which you placed on [date] . 帮客户回忆一下X月X日我们双方签署的订单号

We sincerely apologize to you for the delay in delivery of the products youordered with us. Due to irregularities in the manufacturing department, thisinconvenience has been caused to you. We are also flooded with a large numberof unexpected orders this month and all this has led to this delay. 我详细解释一下，因为工厂订单太多，排期安排不过来，导致订单交期会有所延迟

We are trying our best to minimize the delay as much as possible to reduce yourtrouble. We have equipped our departments with more number of staffs and withinthe next 3 days your shipment shall be dispatched for delivery. 试图让客户知道我的努力和诚意，并告知延期3天交货

You are a loyal and supportive client of our company since years, and we aregrateful to you for your commitment towards us. As a small token of honor andas a mark of apology we offer 10% discount to you on your next purchase orderwith us. Whenever you place your next order with our company, you can availthis discount on the final bill value. 告诉客户我一直很珍惜和他的合作，希望他能理解；并提出下个订单会给予丰厚的折扣

To ensure that this crisis does not take place in the future again, we havetaken all precautionary steps. Once again we apologize to you for all thetroubles caused because of us. We would appreciate your support on this matter.告知我们会尽最大努力，保证不会出现类似的问题。

要句参考

在写道歉信的时候，最重要的是一开始就直截了当地说一句道歉的话，比如：

1.Am sorry that your shipment failed to arrive as scheduled. 很抱歉，你方货物未能如期到达。

2.Thank you so much for selecting our company for your shipment needs. However,we are really sorry to inform you there will be some delays in your shipment. 非常感谢您选择我们公司来满足您的运输需求。然而，我们真的很抱歉地通知你，你的发货将会有一些延迟。

简单地解释一下是什么原因导致的，不要长篇大论地找借口，比如：

1.We tracked down your shipment but Unfortunately, we entered the wrong code intoour computerized systems. We really apologize for all the inconveniences caused.由于系统中输入失误/ 报关文件输入错误等导致交期延迟。

2.The trucking strike delayed everything in our industry as a whole. We trustthat the temporary personnel that we hired can greatly help us to avoid delaysin our shipments. 司机罢工耽误了交期延迟，临时雇佣的司机能极大地帮助我们再次避免发货延误。

解释你为解决问题所做的事情，比如：

Weare assuring you that we are planning to do all that we can so as to make surethat you get your order shipment very soon. 我们向你方保证，我们正计划尽一切努力确保你方早日收货。

最后，以开放式、诚恳的态度，就交期改善的指标与采购方沟通，共同达成交货迅速、高度信赖、价格优势的目标，比如：

1.We apologize for all inconveniences caused and trust that our remedy asproposed is satisfactory. In case you have concerns or further questions,please call us on XXXXXXX. 我们对由此造成的不便表示歉意，并相信我们的补救措施是令人满意的。如果您有任何疑问或其他问题，请致电XXXXXXX。

2.Thank you so much for your kind patience. In this regard we trust that we havetaken effective measures to solve this situation. We are pleased in countingyou to be one of our wonderful and satisfied customers. 非常感谢您的耐心等待。在这方面，我们相信我们已经采取了有效的措施来解决这一局势。我们很高兴您成为我们的一个出色和满意的客户。

另外，供应商为了防止出现交期延迟的情况，也应该改善内部管理，比如加强与公司内部生产、市场行销等相关部门之间的联系沟通，了解公司的前置时间（Lead Time）及周期时间（Cycle Time），对于重要物料，应加强对上游供应商的出货控制与进度查察等；出现问题时，公平合理地与采购方 “分担风险”；必要时，给予特定的优惠，这有助于改善与供应商之间的关系。

今天就分享到这里了，如果你有什么想要了解的，可在本帖下方留言！  或者来我公众号：张一刻