Turning Challenges into a Long-Term Partnership with a Major U.S. Cork Tile Brand

Background

FancyFix secured a partnership with a major U.S. cork tile brand. Product we manufacture reaches retail chains like Walmart, Home Depot, Lowe's, Kmart, and Nitori — under our partners' brands, not ours. The brand operates its own factory in the United States, producing a portion of its self-adhesive products domestically while importing others from China. One of their flagship products, cork tiles, enjoys significant brand recognition in the U.S. market. Due to a significant price increase from their existing supplier, the brand needed a new, reliable cork tile manufacturer in China.

The client's challenges

• High quality requirements. The client had specific requirements for cork-granule size and insisted on a clean, uniform appearance; packaging had to strictly follow the client's specifications.
• Tight pricing. The main contact understood manufacturing costs in China well, which left very limited margins for us.
• Strict delivery deadlines. The client accepted only early deliveries and could not tolerate delays.
• Stringent testing requirements. The products had to pass the client's required chemical-safety and quality testing.
• Initial quotation issue. Due to a factory pricing error, our first quote came in 15% below cost. The client was keen to collaborate but unwilling to accept later price increases.
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Our solutions

• Understanding the client's dilemma. We spoke with the client's China representative, who acknowledged our initial quote was below market. The client was in a difficult position — their existing supplier was no longer viable and timely delivery was critical, so they urgently needed to place orders to meet their own customer commitments.
• Demonstrating commitment. To show our sincerity, we offered to fulfill the first order at a loss, with the understanding that future orders would be at adjusted prices. This demonstrated our commitment to a long-term partnership, which the client appreciated and communicated to their U.S. counterparts.
• Finding a mediator. When negotiations over future pricing stalled, we enlisted the client's China representative and offered a small additional adjustment to start the partnership, bridging the gap and leading to the order.
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The results

This approach led to a long-term relationship with the client, spanning over five years of regular repeat orders and expansion into other product lines.

Conclusion

• Short-term loss for long-term gain. Accepting an initial loss can pave the way for a profitable long-term relationship.
• Proactively solving problems. Helping clients overcome their challenges fosters growth for both parties.
• Detailed, responsive service. Listening closely and offering professional, customized solutions builds strong, trust-based relationships.