The client, Mr. Tanaka, operates a one-hectare boutique Pinot Noir vineyard in Hokkaido, a region of Japan known for its cool climate and beautiful landscapes.

His vineyard is laid out very compactly, with only 1 meter between vines, which places high demands on the adaptability of any protection netting. As a high-value wine grape, Pinot Noir is extremely susceptible to bird damage during the ripening season, causing serious economic losses.

However, Mr. Tanaka had no prior experience importing directly from China and was apprehensive about the complex international logistics and customs clearance processes.

The Challenge

This partnership highlighted the typical challenges encountered when serving a mature yet meticulous market like Japan:

• The Precise Product Matching Problem: The client’s vineyard required bird netting with a width between 0.9 and 1.2 meters, whereas the market mostly offers standard sizes. How to meet the client’s precise needs while balancing MOQ and production costs was the first technical challenge.
• The “Black Box” of Last-Mile International Logistics: The client chose CIF terms but, after the goods arrived at the designated niche port of Tomakomai, he received a bill for destination fees that was much higher than anticipated. For a first-time importer, these numerous surcharges (CAF, LSS, CIC, etc.) feel like a “black box,” filled with uncertainty and distrust.
• The Leap from “Transaction” to “Trust”: When the unexpected happens, what a client needs most is not an explanation but a partner who will stand with them to solve the problem. The supplier’s actions at this critical moment would determine whether this would be a one-time transaction or the beginning of a long-term partnership.

EyouAgro’s Solution

Faced with the client’s confusion and questions, we chose to use extreme professionalism and transparency to resolve this “fee surprise.”

• Step 1: Becoming the Client’s “Logistics Teacher” to Make Fees Transparent:
  We didn’t simply reply, “these are standard charges from the shipping line.” Instead, we provided the client with a detailed “teaching guide” on destination port charges. We explained in simple terms why standard fees like the Currency Adjustment Factor (CAF) and Low Sulphur Surcharge (LSS) arise under CIF terms and pointed out the two core reasons for the higher-than-expected cost: the high rates for a niche port and the higher miscellaneous fees associated with LCL (Less than Container Load) shipping.
• Step 2: Demonstrating Partnership by Proactively Sharing Costs:
  After providing a professional explanation, we demonstrated our sincerity and commitment as a partner. We clearly stated that although these were standard fees charged by the carrier, given that it was his first time importing, we were willing to share a portion of the excess costs to alleviate his concerns and build a long-term relationship. We directly offered a $450 discount. This single action instantly transformed the client’s doubt into appreciation and trust.
• Step 3: Focusing on the Future with a Long-Term Optimization Plan:
  We didn’t just solve the immediate problem; we helped the client plan for the future. We professionally advised that if his purchase volume increases, switching to a 20-foot FCL (Full Container Load) shipment would significantly reduce per-unit costs and avoid high miscellaneous port fees. This showed the client that we were genuinely looking out for his long-term interests.
• Step 4: Returning to the Product to Precisely Meet the Final Need:
  Throughout the logistics issue, our communication about the product itself never stopped. After the client tested the 0.9m sample and approved its quality, we precisely responded to his final requirement and initiated the custom production of a 1.2-meter wide solution, perfectly solving his core pain point.

The Result & Value

This challenging partnership ultimately yielded results that exceeded expectations.

• Averted a Potential Commercial Dispute: Through professional and sincere communication, we successfully resolved a situation that could have led to a commercial dispute, earning the client’s high praise.
• Established a Replicable Trust Model: This “tutoring-style” logistics service has provided us with a successful and replicable model for building deep trust with other first-time international clients in the future.
• Won the Client’s Final Order and Long-Term Business: The client not only confirmed the order for the 1.2-meter custom product but also expressed his intention to expand his purchases in the future. A successfully managed crisis won us a high-value, long-term customer.

Conclusion

For international clients, especially first-time importers, the complexity of logistics and the uncertainty of costs are their biggest fears.

EyouAgro is committed to being the most trustworthy “guide” for our clients. We provide not only high-quality customized products but also clear, transparent professional guidance and a spirit of partnership to share responsibility when the unexpected occurs.

We believe that every “surprise” successfully resolved is a golden opportunity to build deep, lasting trust.