6 Strategies to Handle Product Quality Complaints
Customers will submit complaints on a product if quality doesn’t meet their expectations. Businesses have a duty to respond to these complaints appropriately, and the response taken will strengthen the business’ product in the long-term.
After all, you want your customers to be happy – not complain.
1. Document All Complaints
All complaints must be documented. Why? Because it's a good way to document the evolution of a product. Let's say that a complaint came in about the quality of your widget. Perhaps the widget’s material cracked within 2 weeks for one customer.
But if only one complaint came in, it may be a rare fault in one item.
When numerous complaints come in on the same issue, it may be time to take action to correct the issue.
2. Quality Complaints Should Always be Analyzed
Complaints ought to be analyzed and sent to a quality control team member to ensure that they are followed up with properly. Engineers or testers can use the complaint in the future to look for potential problems that normally pass through analyzation.
3. Put Emotions Aside and Avoid Challenges
Smaller businesses become very attached to their products, and this is bad for business. Emotions start to flare, and challenging a complaint is quite common. A good way to handle quality complaints is to:
Take every complaint seriously
Put emotions aside
Be sympathetic to the consumer
4. Never Ignore a Complaint When a Warranty is Present
If you’re a manufacturer or a distributor, you may be held liable in what’s considered “breach of warranty.” This is a warranty breach wherein you fail to comply with:
You must comply when the warranty regards safety, so you must ensure that you handle all quality complaints properly. Lodge the complaint, replace the product, or fix the issue so that you’re not held liable for breach of contract.
5. Offer Support to the Customer
You should be offering support to the customer, and this means doing anything you can to rectify the issue within reason. If a new product broke prematurely, you may offer to replace or fix the product.
Try and make it right for the customer, and this starts with great customer service.
Support should be able to suggest numerous solutions for the customer, ensuring that the business did everything in its power to correct the issue.
6. Follow Up on the Complaint
It’s essential to follow up on a complaint – it’s good customer service. When a business goes the extra mile, they’ll call or contact the customer to ensure that the product’s quality now meets their expectation, or that the issue has been corrected.
Upper management should contact the customer within 24 to 48 hours of the complaint.
This will show the customer that their complaint was taken seriously, and it shows that your business is doing everything in its power to rectify the issue. Even sending a handwritten note to the customer can make a lasting impression.
Product quality complaints are serious, but when you take the right steps to handle the complaint, you can strengthen your product and make your customer happier at the same time.
Al Davidson founded Strategic Sales & Marketing, Inc. (SSM), where he helps deliver B2B lead generation services and appointment setting solutions for clients around the world. Under Al’s direction SSM has designed and implemented new business development plans for thousands of B2B companies which generated over 7 million new sales leads...