How to Deal with Defective Products as a Business

When a company is manufacturing a product, their goal is always to make the product as high-quality as possible. High-quality products lead to consumer satisfaction, which leads to better reviews and a better reputation, which can lead to future sales. However, there is always a chance that your product could be defective, whether you are building chairs, medical devices, bicycles, or anything in between.

But how do you best deal with these defective products and minimize the negative effect that they have on your business? Here are a few tips for businesses when it comes to dealing with defective products.

Never Intentionally Ship a Defective Product

The first thing is to make sure you never intentionally ship a defective product. Even if you are nearing your deadline for shipping, giving customers a product that you know isn’t right is failing them in a huge way. Not only could it harm people, but it could hurt your reputation if enough people receive products with a defect.

Also, you could potentially face legal action if the defective product results in someone becoming injured as a result of its use. It may be difficult to claim ignorance, especially if many of the same defective products are received by others.

In many states, lawsuits are based either on negligence or strict liability. This means an individual will not need to prove negligence on your end in order to potentially win a case. That’s because it is your responsibility to ensure everything you sell is safe for its intended use. So no matter how small or insignificant the issue, it is never a wise idea to ship out something with a defect.

Complete Thorough Inspections and Testing

One of the best ways to deal with defective products is to prevent them from occurring in the first place. This is done by putting in place strict testing and inspection guidelines for all of your products. Testing is important as it can ensure your product is safe, compliant, reliable, durable, and ready to be put out into the market. Products should be tested and inspected at many different points of the manufacturing process, and again before they are sent out.

It’s also important to inspect any outsourced or raw materials that will go into your product before assembly begins. This will help identify any issues prior to manufacturing, which will save time and money down the line. Understanding that errors are inevitable, more frequent testing is essential to improve outcomes and prevent defective products from being sent out.

Get Ahead of the Issue

While companies often do their best to provide quality products, there are sometimes deficiencies that go unnoticed. If that happens, it’s important to get ahead of the problem as quickly as possible. You may need to contact customers or put out a public notice once the defect has been identified. Allow for returns with no questions asked. Be as empathetic as possible and refrain from becoming defensive or denying the problem.

If you do not allow returns or if you attempt to hide any wrongdoing, it can have severe ramifications for your company, including bad press and commentary online. A bad reputation can be very negative for a company, so you want to do everything you can to avoid negative feedback, if at all possible. The better you handle a defect and make things right, the less negative the overall outcome of the event will be. In conclusion, dealing with a defective product can be difficult for businesses to overcome. The information in this article will help keep your customers safe and maintain your solid reputation by reducing the chances of a defect making its way onto one of your finished products.

Dragan Sutevski

Posted by Dragan Sutevski

Dragan Sutevski is a founder and CEO of Sutevski Consulting, creating business excellence through innovative thinking. Get more from Dragan on Twitter. Contact Dragan