Have you ever made customers mad and didn’t even know it.
What is one of the worst things you can do to a customer — Cause opportunity for an RMA – Returned Material Authorization — something is wrong and the customer is not happy!
I started my career of customer service in the world of RMA and Warranty.
It is possible this can be the most frustrating thing you can do to a customer. The product was bought to use, not send back. On-time, instant gratification, great product — Gone.
Your company needs a system, procedures, and people to handle returns. Both Sides are Mad and upset – Customer returning product and the Supplier trying to handle the non-routine work.
From experience of owning my own company, I have witnessed the process of people in the organization knowingly ship product, that was bad. As I stopped and reflected on what happened, I decided I was part or all of the cause, we needed to make shipment numbers.
The underlying cause was bad operating systems. We did not have good repeatable processes to ship good product.
So began the journey. (Probably another moment of getting the Lean Journey started and not really being aware of it.) We did get better and improve.
We then began the real “Lean Journey”. We were amazed at the rate we lowered RMA’s at our company!
“Lean thinking” started to take over. We really saw total company improvement.
Make 2017 your best year yet!