Retail Observer

RETAILOBSERVER.COM OCTOBER 2015 64 R ecently, another product issue was in the news involving a major appliance manufacturer and a product safety issue. These situations arise every now and then; in my opinion, it has happened less than it used to when I broke into the industry way back in 1979. That speaks volumes to the attention that goes into the engineering and manufacturing process, and it is a good thing for everyone. Nobody likes dealing with product safety issues, and that they are now by far the exception is a good thing. And, at times, the issue is one that rests more on the user than on the manufacturer. Dryer vent lint build up is a good example- no matter how many warnings and suggestions are put on the unit, many (most?) consumers simply do not pay attention and use incorrect and potentially dangerous venting material. And, at the very least, they don't clean them out on a regular basis. That is where we, the service provider, can make a difference. When we are called out to investigate product issues, whether they are related to the installation/usage situation or not, we need to make the effort to advise the consumer that they have an unsafe or potentially dangerous condition that needs to be addressed. It's an opportunity for the customer to be educated in the correct use and application of their product. In cases where the installation or usage condition is particularly bad, it should be noted on the service invoice and kept in your file. This is protection for the service provider as well as the manufacturer. When there is a damage event, the usual process is for the lawyers to go after everyone that ever touched that product, from the company that built it, to the dealer, and then to anyone that may have serviced the product. Verification that you, as the service provider, both noted and suggested correction to the offending condition may go a long way toward protecting yourself and others in a courtroom. And let's not assume that this issue is limited to dryers. Any appliance could be installed incorrectly or in an unsafe manner. These products are run by electricity, and incorrect hookups or voltage can, at the very least, have impacts on their operation, if not more serious concerns. These conditions and factors should all be noted and discussed with the customer. The customer may not like to hear this, of course. The usual response is "it's not my problem", or "isn't that why I called you?". You'll need to use your customer relations skills to explain the issue to the customer, provide them with an understanding of corrective actions needed, and perhaps even refer them to a company that can help them, if it's something that your company does not do. And of course, it needs to be made clear that these corrections are not covered by warranty, which the customer always greets with clenched teeth. Now, in some cases, it is a design or manufacturing problem and the supplier is asking you to go out and correct a problem. That usually sits better with the customer, but a good service provider is still keeping his eyes open for potential issue that could impact the safe operation of the product. Again, documenting and explaining the potential issues for a consumer and, in the case of warranty calls, getting this information to the manufacturer is a great habit to get into, and could pay dividends later. Nobody wants to leave a product or a customer in an exposed and possibly dangerous situation, and it is your responsibility as the service provider to help mitigate these issues. Trust me that all customers will not follow your advice, and all questionable installation or usage conditions will not lead to a dangerous situation, but when you leave the customer's home, you'll feel better knowing that you've done everything within your power to let them know of what could potentially happen. At some point, the customer will have to accept the responsibility, so make sure that you've done your job and given them all they need to make the right call. Safety is something that we can all get behind. Service providers are a key contributor to the process of keeping our equipment operating properly and our customers safe and satisfied. KEEP IT SAFE FOR OUR CUSTOMERS S E R V I C E D E P A R T M E N T RO Randy Carney- Executive Director, PSA

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