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How SMT surface mount processing plants achieve a win-win situation for customers
A win-win situation requires mutual respect, empathy, and inclusiveness!
Friends often discuss how best to interact with clients! It's simple: put yourself in their shoes and you'll understand their needs. Empathy allows you to satisfy yourself, and naturally, the client.
For an SMT assembly factory, what matters most to clients? Definitely price and quality, followed by delivery time, and then communication – how to solve problems for the client, not pass them on.
We had a real case where a client's product design had a defect: the ferroelectric storage count was abnormal, and the problem couldn't be found immediately. From the client's perspective, they might think the soldering was faulty or the materials were defective. We knew the 24C16 component was brand new and genuine from a legitimate distributor, and the 8-pin IC package couldn't have soldering problems. Your response to the client is crucial; a bad response could mean losing payment and future orders; a good response that solves the problem builds trust.
We asked the client to send the schematic. The client's pull-up resistor was 10K; this worked fine for low-speed data transmission, but caused packet loss at high speeds. We suggested changing the resistor to 2.2K, solving the problem for both low and high speeds. The client was relieved, a win-win situation! Another client urgently needed a new 128-pin QFP component, but it wasn't available, so we had to use salvaged parts. The SMT workshop foreman was upset because these parts would severely impact productivity and quality, and the client might use them for a long time, affecting their performance! How do we help the client? We could guarantee the placement and orientation of the components, leaving the client to handle any bent or poorly soldered ICs. This seems reasonable, but it increases our workload, and the client is still inconvenienced as they lack the expertise to repair the components themselves; they came to us to solve the problem.
For the QFP issue, we can help with single batches, calculating the cost based on actual labor time, ensuring that 99% of the boards delivered to the client are problem-free.
Long-term solutions would need separate discussion.
Some might think that factories have it tough, handling everything and essentially being a service industry.
These two cases highlight the importance of win-win situations. Mutual respect, empathy, and openness are key.
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