We bought a ClosetMaid shelf for our garage a few weeks ago. When I brought it home and started installing it that Saturday, I realized the package was missing a small part.
The absence of the little metal anchor clip didn’t prevent me from completing the project. However, I still wanted the piece to make sure my shelf would be stable after installation.
I went to the ClosetMaid company website and after a little digging around, I found instructions for how to order a free replacement part. The following Monday, I received an email from their customer service department, saying the part had shipped. I received the package a few days later with not one, but two replacement parts.
Provide Multiple Contact Methods
ClosetMaid had numerous ways to contact them on their packaging. Make sure your product clearly shows ways to contact you when something is wrong. These could include:
More methods of communication give your customers more flexibility. I discovered my problem on the weekend and I knew there wouldn’t be anyone at the call center. I turned to the company’s website to meet my needs.
You need to clearly state your replacement policy on your product’s paperwork. ClosetMaid has a big “free replacement” logo on their packaging along with their contact information.
Customer-friendly replacement policies help prospects overcome their doubts and fears about buying your product. Allaying customer fears gives the customer the green light to purchase your product.
Preemptive Quality Control
Put checks in place to prevent the need for replacement parts from the start. Create a feedback loop from your replacement department to your manufacturing department. If you see patterns in customer requests for replacements or repairs, you may have a problem with your manufacturing system.
Ignore the little things at your own risk because small sales lead to big ones. I spent maybe $15 with ClosetMaid. Will I do business with them again? You bet. I have other closets in my home. If I ever get to a point where I need closet parts again, I know ClosetMaid has a good track record of providing great customer service.
How will your customers remember you when a little something goes wrong? Will that small issue fester into aggravation or will it be a springboard to repeat business?