How to prepare for a product recall

No company likes the thought of a product recall. It can create a chain of crisis throughout your organization. Fortunately, you can plan in advance and be prepared if that unfortunate day arrives – by talking with TMP Direct. Here’s what we were able to do for a leading provider of children’s apparel.

The problem:  Two styles of children’s overalls had decorative snaps that fell off and were a potential choking hazard. Though no injuries occurred, the manufacturer issued a voluntary recall in cooperation with the CPSC and offered a refund to customers.

The challenge:  The manufacturer needed to ensure that all the recalled products were removed from the shelves. To maintain their excellent reputation, they wished to offer 24 x 7 x 365 service to callers, so they needed enough trained representatives to handle the inquiry volume. Finally, the CPSC has strict data reporting requirements which must be met for product recalls.

The solution:  TMP Direct set up a unique toll free number within a few days to receive customer inquiries. Working with the manufacturer, TMP Direct went through a comprehensive training program on the effected products, details of the recall, and the refund offer. Plus, TMP Direct set up a process in which a personalized letter was quickly sent to every caller with a postage-paid label for returning the garments. Finally, TMP Direct’s superior reporting capabilities ensured that all required customer data was captured to the CPSC’s satisfaction.

The result:  TMP Direct reacted very quickly to get products out of consumers’ hands and back to the manufacturer before injuries occurred. The manufacturer met the CPSC timeline for recall launch without straining their internal resources. Complete metrics were provided to the CPSC. And best of all, the manufacturer reinforced its reputation for superior customer service with loyal customers by handling the recall so effectively.