Dear Aunty B,
We’ve just discovered that over the last three week we’ve been shipping products that have a major manufacturing fault in them. It’s not a safety hazard or anything like that, but it means that the products don’t work as they are supposed to.
Our products are manufactured in China and the fault lies with the manufacturer. However, since they’ve got our brand on it, the problem is completely mine.
We’ve followed all the right procedures and initiated a product recall, but my account managers and sales reps are telling me that our customers are absolutely furious.
New products are two weeks away and I just know my competitors are circling. Aunty, is there anything you would recommend?
Your initials should be NQA as in No Quality Assurance. You’re right, this is your problem and it will be up to you to fix it.
The key issue with your customers will be trust. Dodgy products destroy the trust of your customers, and you need to start the repair job immediately.
Don’t leave it to your sales reps and account managers to call customers. If I were in your position, I would personally be on the phone explaining how sorry you I am and how I’ve put processes in place to ensure this never happens again.
I would also consider giving customers a big discount on their next order just to keep those competitors at bay.
It’s going to cost you time and money, but faulty products can destroy your company, so hit the phones!
Your Aunty B
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