Key points for communication with factories before importing from China - Part 3

Business in China part 3

Key points for communication with factories before importing from China

In general, there are some key things that some caring or concerned friend will inform you of whenever you are getting ready to do anything new; be it to take up running, a new diet, build or buy a house or start a business. Here are some key things we have learnt the hard way in the game of importing, so hopefully we can save you from making some expensive or embarrassing mistakes!

• Typically communication with a factory starts these days via chat on a website like alibaba were you find and identify with a product and start a chat with someone to express interest in their product;
• Start with a small introduction to the other end; about yourself, where you are from and why you are looking at their product.
• Importantly, message the photo of the product you refer to, so you both know you are talking about the same thing – it can be very confusing if you just send them a product number or the title. With a photo you know, they know, what you are on about.
• Then this is the Key – only ask one question at a time and wait for the answer. It gets way too confusing for them and you to know what answer applies to what question.
• Keep the conversation very clear, use basic English –Grade school English. Easier said than done but it is very important.
• Keep techy talk to a minimum to start with – often the first contact person isn’t the main sales person but a human filter to answer the basic questions and enquiries. They are unlikely to know all the English equivalents of all the specifications as they have only learnt basic English.
• Tech speak caution 2 – why I caution you on this again is that the Chinese, in particular, are known for“saving face” – it is a cultural thing where, to them giving an answer – any answer is better than no answer. Where our western culture equivalent of“integrity” – it is ok for us to say we don’t know but we will find out. So just be really careful what you are being told and by whom!
• Take notice of the words they use in their communication with you – use them back to them to clarify and simplify the English you use with them – it can speed things up no end!
• It is the little things that can be assumed – Key-  do not assume anything – ever. Be clear down to the smallest detail– I have heard of a company getting a 40ft container of only “Left foot”thongs!! We learnt this week that our factory refers to Brown as yellow – lucky we don’t have a desire for yellow trampoline pads – or we would have received brown ones!
• To confirm anything use a picture and circle or highlight what you mean. Google images will have an example for you for sure if you don’t have a sample of what you are talking about!

The value of video

• Use video to show what you mean by the application of an item – the Chinese make many things to drawings but don’t know or understand the full application of it – eg trampolines – they do not have any of their own gardens. Same with different appliances eg treadmills, leaf blower, child car seats. They don’t know the normal application and therefore don’t see obvious problems!

Safety talks

• Everything to do with, safety be it their own workplace safety or the eventual users safety has to be talked about lots. It has been interesting over the years talking about Australian Safety standards and looking out the window of the factory office to see the common sight of an entire family on a mo-ped, chicken and broom included and no one with a helmet on!
• When this is normal for them it is very hard for them to understand the importance of the ladder rung spacing’s so no child head can be trapped. Key – Stick to safety and be sure they know how passionate your customers are about it – it will improve the quality of their workplace and the product – safety applies to everyone.

Quality Assurance

• In our 10 years, this is something that has greatly improved and especially through the use of our current factory. Keep on their toes and let them know you are serious about quality – ask how to know who checked it or sewed it so you can report any problems. Ask at what points they check for quality how many checks are done and how well are workers briefed on what is quality and acceptable and not acceptable. The ramifications from quality issues in Australia can be serious.
• Don’t overdo the pressuring them for “cheaper cheaper” while demanding quality as this is where problems start and the factory may do the first container or run well for you but the next order when you ask for everything the same they will charge you the same but use inferior materials. So make your talks about the product, the safety, assurance of quality and if they meet you with a western understanding then you are likely dealing with a good company.
• Ask them what they call things –remember they are dealing in a new language and they don’t fully grasp all aspects of it and whatever English word they use for something – use it – much quicker to adapt your use of our language if there is no major issue from their term. (plastic clasp vs black clip) Most learn American English so, for example, use the word trash instead of rubbish.
• Compile a specification sheet down to the smallest detail this is something you will develop through communications unlikely to be able to develop it before talking to them and knowing what really is possible.
• Powerpoint/slide share or similar– create a series of slides with photos, arrows, circles, specifications, etc this is a visual of the product broken down to the smallest details – a picture speaks a thousand words.
• If showing measurements – be sure to show with the ruler in the image! Mm and cm and inches can be a problem. Or where something is measured from inside or outside the tube, allowing for seam or not allowing for seam etc

Ready to place an order?

• Before engaging in big business in China and placing big orders we highly recommend travelling to the factory to meet the people and see their facility and standard of work, only then proceed.
• If you want to start small that is ok – you are likely then to have to use a trading company and not a factory directly.
• There are some very good trading companies and like factories some very unscrupulous ones! They will often willingly send samples, you will need to pay but you get to see the materials and quality.

As a recap – communication is everything, and we are spoilt for choice when importing products like never before when doing international business with video, photos, Skype, so much can be done in real time it is brilliant.

But remember one question at a time and one answer at a time!!

That is especially hard!

Next, I will write about what to look for when going to a factory for the first time.