Today I was confronted by a customer that was fairly upset that my products are made in China. A vocal customer is an ideal customer imo so this wasn't an email to be ignored (none are but I had to turn this around asap)
I was told that my products should be made in the U.S to reduce carbon emissions. That companies should make this a high priority and do everything that we can to reduce our footprint.
Understandable - Some people really care about the environment and they want to hold companies accountable. How do you justify manufacturing in China without focusing on profits? Here's the approach I took.
My company's mission is about offering an alternative product to x. People don't like x.
I laid out facts. My company wouldn't exist to replace x if I had to open a factory in the U.S and train U.S workers how to make it. In China I could get up and running immediately with low costs and skilled workers. I wouldn't exist otherwise.
Raw material transport - The raw materials still need to be transported to the U.S if it is going to be manufactured there. No carbon offset.
Shipping to customers - Putting something in people's hands regardless of where it is produced creates a footprint (we don't sell by bicycle courier)
Worker transport - If I manufactured my goods in the U.S the workers would more than likely drive to the factory in their big engined car to make the products and drive home again. My workers live locally to the factory and their transportation method is surely more carbon efficient than a U.S workers. Their diet even generates less emissions as the food items aren't shipped around as much as the food in an American's diet. Some carbon savings there.
I basically told them that we could do our best and start creating value in the market or we could do nothing at all because it is prohibitive to start manufacturing our products in the U.S. The only place left for them to turn would be to a protectionist stance saying the U.S is losing jobs. The U.S is not if they wouldn't exist in the first place.
So I don't know if this will help any of you you at all. Hopefully, one day, it will help somebody to breakdown your own customers questions and reply in a way that turns them into a fan of yours.
She went from slightly angry to a fan complimenting me on our products and saying she loves what we do.
I was told that my products should be made in the U.S to reduce carbon emissions. That companies should make this a high priority and do everything that we can to reduce our footprint.
Understandable - Some people really care about the environment and they want to hold companies accountable. How do you justify manufacturing in China without focusing on profits? Here's the approach I took.
My company's mission is about offering an alternative product to x. People don't like x.
I laid out facts. My company wouldn't exist to replace x if I had to open a factory in the U.S and train U.S workers how to make it. In China I could get up and running immediately with low costs and skilled workers. I wouldn't exist otherwise.
Raw material transport - The raw materials still need to be transported to the U.S if it is going to be manufactured there. No carbon offset.
Shipping to customers - Putting something in people's hands regardless of where it is produced creates a footprint (we don't sell by bicycle courier)
Worker transport - If I manufactured my goods in the U.S the workers would more than likely drive to the factory in their big engined car to make the products and drive home again. My workers live locally to the factory and their transportation method is surely more carbon efficient than a U.S workers. Their diet even generates less emissions as the food items aren't shipped around as much as the food in an American's diet. Some carbon savings there.
I basically told them that we could do our best and start creating value in the market or we could do nothing at all because it is prohibitive to start manufacturing our products in the U.S. The only place left for them to turn would be to a protectionist stance saying the U.S is losing jobs. The U.S is not if they wouldn't exist in the first place.
So I don't know if this will help any of you you at all. Hopefully, one day, it will help somebody to breakdown your own customers questions and reply in a way that turns them into a fan of yours.
She went from slightly angry to a fan complimenting me on our products and saying she loves what we do.
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