Some time ago, Melenia, an American customer, placed an order for us to add a "sleeve" to the outside of the mailer box. When the customer asked if the mailer box had "sleeve", I thought it had sleeves or ears on the outside of the mailer box. Typical language misinterpretation. We waited until the customer had paid for them and started to make them, and found that what the customer called "sleeve" was actually what we referred to as the waist cover. When I go back to the customer, I will communicate with them that the quotation does not include the waist seal. If it is increased, there will be extra cost. The customer was furious and demanded a refund. Later, I thought that this order was our problem and we didn't fully understand the customer's needs. Finally, we made the waist seal for the customer for free. We did not refuse to make it because the order did not have much profit, nor did we lower the service standard because the profit of the order was thin. When the customer received the mailer box, they gave us five star reviews. I think we should always treat each customer with care and care.