The client later continued placing repeat orders.
Vancouver Port, Canada.
A shipment of paving stones arrived. The client called and said: “I’m in Montreal, not Vancouver.”
The two ports are separated by thousands of kilometers.
The goods had already been shipped, and freight costs had already been incurred. Most suppliers would respond: “You provided the address, we shipped accordingly. It’s not our responsibility.”
But PFM did not respond this way.
“We helped the client contact the freight forwarder, arranged a transshipment solution, and followed up throughout the entire process until the goods were delivered to the correct destination,” said Sunnie, who has worked at PFM for eight years and managed multiple overseas projects. “Our attitude genuinely moved the client. We did not walk away from the issue.”
Later, starting from just one batch of paving stones, the client gradually entrusted PFM with doors, cabinets, stonework, furniture… eventually the entire villa interior.
From a single paving stone to an entire villa. An unexpected issue became the beginning of trust.
Stories like this are not rare at PFM.