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4 Ways to Manage a Product Recall

The experts at Premiere Response reveal how to handle any customer service crisis that comes your way.

What’s better than surviving a PR crisis? Planning ahead to minimize the damage before it happens. Premiere Response has proven experience helping clients prepare for any brand crisis, product recall, or media event. Here are four important steps to help you hit the ground running when crisis strikes.

      1. Plan Ahead — Get a jump on the unexpected with a plan that fits your brand needs. A well-researched crisis plan should include staff training and coverage, specific process steps and technology solutions. Your plan should be outlined clearly and be ready to be put into action, giving you the flexibility to react at a moment’s notice.


      1. Rehearse — Once your crisis plan is in place, rehearse it before D-Day arrives. By walking thru the plan you’ll work out the kinks, identify potential challenges and fine-tune all the details. Now you’re ready for anything.


      1. Communicate Clearly — In the event of a product crisis, clear, consistent communication is an absolute must both internally and publically. Not only should your team be on the same page with scripts and FAQs, but they need to anticipate customer concerns before they pick up the phone. Your customers need to understand the scope of the recall and how it may impact them. It all begins with clear messaging that is informative and succinct. Your message should highlight the impacted products, the potential side effects and what to do with those products. Make sure your messaging is consistent across print, websites, phone messaging, and social media.


    1. Create Resolution and Satisfaction — With your plan put into action and clear messaging in place, consumer confusion and anxiety are reduced. Now it’s time to make a difference with customer service: coupons, refund checks, replacement products, expert advice and more should be offered to resolve the issue. Above all, your crisis service team should communicate genuine concern for the safety of your loyal customers on behalf of your staff and the brand itself. Let them know that your brand puts customer safety ahead of sales, products, branding, anything.

Follow these four critical steps to help restore a sense of resolution and satisfaction to the customers who use your products.

The pros at Premiere Response have vast experience braving the waters of brand turmoil. We’ve helped hundreds of clients come out on top following brand crisis, product recalls and other public snafus. Let Premiere Response do the same for you.

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