Business Lessons from Campbell Soup Recall
The ongoing Campbell’s soup recall of more than 72,000 cans is a wake up call for many entrepreneurs to have stricter quality evaluation procedures. More importantly, it prompted us to prepare in case we experience this same problem. Speed is very here because a defective product can trigger serious damages to your customers. Here are some of the important steps you should do when recalling a product:
Step 1. Assign a responsible person in your company to oversee the entire recall activities.
Step 2. Gather info about the product you want to recall such as bar code, description, size, manufacturing date or import date.
Step 3. Track the customers who received your defective product, inform them immediately stop sellingor using it. Depending on the problem, a product can be repaired, disposed, or returned to your company.
Step 4. Inform the public about your recall, no matter how small your business is. Don’t just rely on your customer service and learn to use all your employees to spread the word as soon as possible. Get in touch with the media to help you out.
Step 5. If you have a website, create a “Recall Safety Information” in your homepage and make sure it is very conspicuous to your readers. Maintain this information even after the actual recall. There might be some customers who don’t know about this yet.
Step 6. Assist your customers for any refund, repair or replacement caused by the recall. Prepare your team to deal with angry customers and ask them to be more patient.
Step 7. Be prepared to spend additional money for the recall to be effective. This is the price for being lax on your quality inspection.
