Q1: How do you categorize clients, and what differentiates the service for a high-potential new client vs. a long-term low-volume client?
A1: We categorize based on strategic alignment, growth potential, and order volume. High-potential clients receive more proactive design support and onboarding resources. Long-term clients, regardless of volume, receive loyalty benefits like prioritized scheduling and access to legacy product support.

Q2: What is your “win-back” strategy for a client who had a negative experience in the past?
A2: We would first seek to understand the root cause of the past issue. A senior account manager would then approach with a concrete proposal, which may include a heavily discounted pilot order, enhanced quality checks, or other confidence-building measures to demonstrate our commitment to improvement.

Q3: Do you measure client referral rates, and do you have a formal referral program?
A3: We track how new clients find us. While we don’t have a cash-based referral program, we deeply appreciate introductions and often acknowledge them with significant discounts on the referring client’s next order or other valuable gestures of thanks.

Q4: At what point do you transition communication from sales to a dedicated account management team for a client?
A4: This transition typically occurs after the successful completion of the first 2-3 projects, or when the client’s business volume reaches a predefined threshold. The goal is to provide deeper, more strategic support beyond transactional sales.

Q5: How do you manage the end of a client relationship that is no longer mutually beneficial?
A5: We believe in honest communication. We would schedule a meeting to discuss the challenges and see if adjustments can be made. If not, we would aim to conclude professionally, fulfilling all outstanding obligations and providing a smooth offboarding process.