Product Fulfillment Problems and Solutions
Examples: You might want to require more people to sign off on new advertisements. Perhaps you need to hire a proofreader. Make a specific person responsible for monitoring the area where the problem occurred. Designate a substitute for the person who was responsible but was on vacation that day. Modify the computer systems as needed. Create a new report. Have a meeting with the entire fulfillment team, and ask each to submit a list of recommendations.
Finally, try to figure out what you might have missed (return to Step #1). We've found that customers will usually forgive you for an error if it is handled quickly and with concern for their expectations. But if you make the same mistake a second time, they won't come back.
Barry Blumenfield is CEO of BMI Fulfillment Services in Norwalk, CT. Reach him at (203) 663-6012 or by e-mail at firstname.lastname@example.org.