Expert Recall

By Howard Aughinbaugh

Consumer product safety regulatory bodies and product manufacturers all struggle with the issue of recall effectiveness. In short, how do we assure that the largest possible numbers of consumers who possess a recalled product are made aware and they have taken the appropriate steps to protect themselves?

Notifying consumers is an age old dilemma. Quite frankly, once the product is purchased and the consumer walks out of the store there are few products that afford a direct link between the product and the current owner of that product. To further exacerbate the problem, consumers who originally purchased the product may loan, gift, sell or otherwise pass along the product to another person.

Outgoing Communications – Notifying the Consumer

Without a way to connect the consumer directly with the product, regulatory bodies and manufacturers rely heavily on public announcement via television, radio, newspapers, the Web and social media outlets as best practices today.  Companies create websites, advertise 800-numbers and seek other means for consumer notification. 

Inbound Communications – Consumers Seeking Remedies

Companies then need to be prepared to handle the calls. For example, in the recent recall of over one million strollers, the company’s CEO was quoted in the  Christian Science Monitor as saying, “Our consumer line was not set up to take these calls. The consumer line just overloaded.” The company’s website crashed as thousands went online for more information.

Both regulatory agencies and manufacturers are taking a close look at the issue of tracking consumers and products in the event of a recall, and should examine new technologies and techniques to help accomplish this. In the meantime, outgoing and inbound communications need to be managed as effectively as possible.

Stericycle ExpertRECALL™ is the industry leader in recall logistics and regulatory compliance for consumer product, pharmaceutical, medical device, juvenile product, and food and beverage recalls. ExpertRECALL’s professionals are experts in recall management who can help you streamline the entire product recall process.