Three-Phase Guide to Cross-border B2B Chinese New Year Operations: Ensuring Business Continuity & Strengthening Client Relationships
Three-Phase Guide to Cross-border B2B Chinese New Year Operations: Ensuring Business Continuity & Strengthening Client Relationships
06 Feb 2026
Primary Objective
Mitigate the risks of business disruption and client anxiety caused by the extended Chinese New Year holiday. Transform this challenge into an opportunity to showcase professionalism and solidify trust through systematic strategies.
Phase 1: Client Expectation Management (Initiate 3-4 Weeks Before Holiday)
Core Goal: Proactively set clear rules and expectations before client anxiety arises, establishing a sense of control.
Action Checklist
- Send Structured Notification Email: Include exact holiday dates, final pre-holiday order/shipment deadlines, a single point of contact for emergencies (name, phone, email), and estimated response times.
- Set Pre-Holiday Incentives: Offer guaranteed “priority production and shipping” for orders confirmed before the deadline, or a small discount.
- Conduct One-on-One Confirmation with Key Clients: Communicate via phone or video call to understand their specific needs and concerns, offering customized solutions.
✅ Success Metrics:
Clients do not raise additional questions about the holiday arrangements; pre-holiday order volume remains stable or increases slightly.
Phase 2: Light-Touch Holiday Engagement (During the Holiday)
Core Goal: Maintain brand presence and a professional image, conveying care without becoming intrusive.
| Engagement Method | Best Timing & Key Points | What to Avoid |
|---|---|---|
| New Year Greetings | Send 1-2 business days before Chinese New Year’s Eve. Keep it brief, personalized, and consider the client’s culture. | Avoid mass-email feel; avoid overly complex Chinese cultural imagery. |
| Social Media | Share short team greeting videos or festive atmosphere photos (1-2 posts recommended). | Excessive posting; sharing client-related content without permission. |
| Emergency Response | Ensure on-duty personnel check the designated emergency email/channel at least once daily. | Promising 24/7 instant response (unless you can truly deliver). |
✅ Success Metrics:
Greetings receive friendly replies from clients; no emergency issues escalate due to lack of communication.
Phase 3: Rapid Recovery & Relationship Restart (First Week Back)
Core Goal: Efficiently handle backlogged tasks, quickly restore normal business tempo, and initiate new year collaboration.
Three-Day Back-to-Work Action Plan
Day 1: Synchronize & Announce
- Internal meeting to sync on backlog.
- Send “We Are Back” announcement email to all clients.
- Prioritize processing the most urgent orders and inquiries.
Day 2: Categorize & Process
- Systematically respond based on client tier and urgency.
- Proactively contact clients with potential pre-holiday orders.
- Update all online platform statuses (e.g., website, Alibaba International).
Day 3: Take Initiative
- Launch New Year promotion or campaign.
- Schedule first video conference of the year with key clients.
- Review the holiday operation process and document improvement points.
Two Essential Tools & Checkpoints
Use simple tools to ensure strategy execution and avoid oversights.
1
Client Communication Checklist
Pre-holiday check: Have all active clients received notification? Have key clients been contacted one-on-one? Is the emergency contact method tested and functional?
2
Internal Duty Roster & Handover Log
Clearly record on-duty personnel, dates, responsibilities, and emergency contact succession order. All task records must be synchronized to a shared document (e.g., Google Docs or Tencent Docs) during shift handover.
Execution Key
Successful Chinese New Year operations rely not on complex strategies, but on a clear action plan, consistent team execution, and always prioritizing the client’s peace of mind. Start planning your three-phase action now.