A defective product can set your company back in the marketplace. You may lose consumer confidence and some of your customer base. Here are some of the things that you need to do if you receive a customer complaint of a defective product.
Offer an Exchange or Refund
Do what you can to satisfy the customer. This may mean that the customer would like to exchange the product for one that isn’t defective. They may also just like a refund on their purchase. Actively engage the customer so that you can make the situation right. You want to be able to retain this customer. Going the extra mile can help to restore some of the confidence that the consumer lost in you. Ignoring the customer’s concerns can make the situation worse.
Revisit the Manufacturing Process
Look at the manufacturing records for the defective product. You may find that this is just a one off issue. Report back to the customer on your findings. Keeping the customer involved in the process can help you to retain their business. The worst case scenario could be that there is a problem with your manufacturing process. You may even discover that you purchased defective raw materials yourself. This can lead to a bigger issue, which may result in a recall.
Get Ahead of the Situation
If a recall is needed or if a larger problem is discovered, get in front of it. Start the process as soon as possible. You don’t want to get bad PR for your company. Investigate the possible side effects of the defective product. Determine if there is a possibility of your product causing a customer injury. If this is the case, be prepared for the possibility of a customer filing a personal injury claim. Notify your lawyer of the situation so that it can be handled appropriately.
Spearhead Redesign Efforts
You may notice that the product defect was something that was within your control. Start the redesign process as soon as you identify the underlying cause. This will go a long way in restoring your name to the public. It shows that you’re taking their concerns seriously. You want to be considered a responsible company that is willing to take accountability. This will allow you to weather the storm and maybe come out ahead in the situation.
No one wants their customers to have to suffer with a defective product. If it does occur, make sure to stay on the top of the situation.
