As a salesperson, Wendy has always taken pride in “providing clients with detailed and professional proposal quotes.” Assisting clients in selecting suitable glass materials, recommending appropriate 3M double-sided tape, and offering optimized pricing solutions are part of Wendy’s daily work. Each time she prepares a quote, she aims to deliver a comprehensive, reasonable, and practical solution to ensure client satisfaction and expedite project progress.
However, collaborating with her Japanese client, referred to as Client E, posed significant challenges. Wendy met this client at a trade show in Japan in December 2021, and nearly three years have passed since then. Although the frequency of inquiries has been low, each quote has brought considerable pressure, as the client’s needs are often complex and varied, making the quoting process extremely cumbersome.
Take a recent project, for example, which involved a demand for smart access control glass covers. Since May of this year, Wendy has provided seven quotes for this project, each spanning two pages. Initially, she reviewed the client’s drawings and requirements, providing two material options: Corning Gorilla Glass AG and standard soda lime AG. This stage was relatively straightforward, allowing the client to choose based on price.
As the project progressed, the client raised concerns about reflections in the display screen’s camera hole and suggested using double-sided AG. Although Wendy explained that this method would not resolve the reflection issue and could compromise image clarity—supporting her viewpoint with consultations from other clients and practical examples—the client insisted on a quote for double-sided AG. Consequently, Wendy had to provide pricing for four different options: Corning, soda lime, single-sided AG, and double-sided AG.
After several discussions, the client finally acknowledged that double-sided AG would not solve the problem and requested pricing for AR anti-reflective coatings instead. They then added requests for no AR, single-sided AR, and double-sided AR, along with explanations of the differences among these materials.
Simultaneously, the client’s requirements for double-sided tape changed. Based on their waterproof needs, Wendy recommended several different models of waterproof 3M tape. Initially hoping the client would confirm a single model based on thickness, it ultimately evolved into comprehensive pricing for four different 3M models. As the client explained, “In the early design phase, we hope to gather various information before finalizing the plan.”
What used to be Wendy’s pride in providing comprehensive quotes has now become a “trouble” in this project. Several times, she even considered refusing to provide quotes, reflecting on how to meet client needs while avoiding ineffective proposals.
Ultimately, the project proposal was finalized. When Wendy received the order, she felt a sense of “hard work pays off.”
Through the communication process with this Japanese client, Wendy realized that quoting is not merely about numbers; it is an art of deeply understanding and communicating client needs. In her future work, she aims to think more from the client’s perspective and continuously adjust her approach to better assist them in refining their design solutions. Although each project change brings pressure, the final order proved the value of patience and perseverance.
