Question

Topic: Strategy

New Product Launch - Incorrect Stock Arrives!

Posted by Anonymous on 12/1/2008 at 6:58 AM ET 250 Points
Just launched a very exciting new product. Robust marketing strategy and successful implementation thus far.
Consumer response exceeding our expectations.
However, product sourced arrived with incorrect specification.
Distribution network furious because of inability to supply product.
Need to provide easy and effective process for:
1. customer communication
2. managing waiting list
3. not create panic, but use situation to our advantage.

Ideally the result of the process applied should be happy customers, satisfied with how the situation was handled & creating more demand!

If you have been in a similar situation and implemented a process successfully, would appreciate help with addressing the situation.

Many thanks
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RESPONSES

  • Posted by CarolBlaha on 12/1/2008 at 10:47 AM Accepted
    You are on the right track. Actually you are going farther than most/ This happens more often than you think and while your distributor is angry, rightfully so-- they've been thru this situation before. You can't sugar coat it-- communicate it as it is. And define the steps you are taking to correct it, for now and in the future.

    A phrase I use (its not mine) is any monkey can fall out of a tree-- its how you get back in.
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