Professional Service and Attentive Support: A Case of Client Engagement

Recently, the online staff of DOMIL's e-commerce department received an inquiry from a book publishing company. Initially, Ms. Chen, the procurement head of the company, inquired about the prices of DOMIL's book glue hot melt adhesives, including back glue and edge glue, and asked if the price could be reduced. Since the in-depth information of the company was not known, the online staff asked about some details such as the usual usage, equipment, and books and papers they usually choose. In the following days, Ms. Chen continued to ask the online staff some questions about the products, and the staff answered them patiently.

In the past two months, this book publishing company has received large orders for some books and magazines. However, some of their cooperating hot melt adhesive suppliers could not meet their supply needs, so Ms. Chen from the purchasing department started this procurement task and searched for some hot melt adhesive manufacturers on the Internet. In addition to comparing prices, they also conducted a round of inspections on the suppliers. Due to the communication on the Internet for a period of time, Ms. Chen had a recognition of DOMIL's service. Then she was invited to visit DOMIL to deepen her understanding of the company. Under the arrangement of DOMIL's reception staff, Ms. Chen not only visited the workshop and exhibition hall, but also was shown the installation of the book glue demonstration machine. All these made her feel DOMIL's professional and caring service. It is expected that this business cooperation will be finalized through pleasant negotiations in the near future.