Client Case Study: Earning Trust Through Expertise and Dedication

— A Real Story from the Kelaiwood Sales Team

Client Background

This client discovered Kelaiwood through our targeted wood flooring marketing campaigns. After initial contact, we conducted background research and learned that the client is a construction company with over 10 years of experience and an annual purchase volume of 100,000 square meters of wood flooring.

Their top priority was to find a reliable and eco-compliant engineered wood flooring supplier. Kelaiwood’s sustainable values and production standards aligned perfectly with their expectations.

Project Genesis: From Inquiry to Deep Collaboration

During the early collaboration, we completed three rounds of sampling, helping the client finalize key details such as color tone, wear resistance and etc.

As the responsible sales representative, I knew the client held high standards and tight project timelines. I dedicated substantial time and effort to provide prompt technical feedback, optimize specifications, and ensure they felt supported throughout the process.

Despite a busy schedule, the client appreciated Kelaiwood’s responsiveness and professionalism, leading to a two-hour online meeting. During the session, we:

– Presented our wood flooring manufacturing capabilities and sustainable practices;

– Explained our quality control systems and batch consistency processes;

– Clarified all technical specifications and delivery expectations.

This transparent communication built strong initial trust and confirmed the parameters for the first flooring order.

First Order Specifications

Wood Species	European Oak
Type	Chevron Engineered Wood Flooring
Dimensions	14/3×120×600 mm (3mm wear layer + 11mm plywood core)
Grade	AB
Surface Finish	UV Lacquered + Brushed
First Order Quantity	15,000 sqm

Project Execution: Excellence from Sampling to Fulfillment

– Sampling: Samples delivered within 2 weeks and passed color and durability tests.

– Negotiation: Provided a detailed bulk-order consistency plan, including batch testing, eco-certification support, and QC documentation framework;

– Contract: The agreement covered strict quality, packaging, and after-sales terms, earning client confidence.

Dedicated Support: Service That Makes a Difference

Throughout execution, we stayed committed to an outstanding customer experience:

– Full engagement regardless of order size;

– Responsive to repeated sample adjustments;

– 24/7 availability for urgent questions;

– Proactive logistics support:

– Verified compliance with Australian wood floor import standards;

– Pre-booked space for timely dispatch;

– Optimized pre-customs documentation;

– Assisted with local delivery arrangements after arrival.

Client Validation: Recognition Built on Quality

Upon receiving the first shipment, the client gave the following feedback:

– Integrity: Exact 14mm thickness (3mm wear layer + 11mm plywood core) with no deviation;

– Grading Accuracy: no lower-grade mixing;

– Durability: Excellent wear and scratch resistance thanks to UV lacquer surface treatment.

Growing the Partnership: Long-Term Trust

Following this successful cooperation, the client is now negotiating a 30,000 sqm follow-up order of ABCD wide plank oak flooring, reinforcing confidence in Kelaiwood’s commitment to sustainable wood floor quality.

Conclusion: Every Client Interaction is a Step Toward Growth

This project was not only a recognition of Kelaiwood’s professionalism but also a personal growth journey for me as a sales representative. From repeated sampling to technical alignment, video meetings to after-sales coordination — I’ve learned that what truly builds trust is not only product specs, but the care, patience, and consistency we bring to each collaboration.

At Kelaiwood, we will continue to stay customer-focused, enhancing our wood floor service quality to help global clients succeed with confidence.