Protection, but not the sort you were thinking…
Durex had a recall last week.
Their johnnies were a splittin’…
What the blinkin’ flip went wrong there??
Don’t they have to go through a ridiculous amount of rigorous testing?
Well, it turns out that the tests continued after the batches were sent to retail.
…surely all the testing should’ve been done before going out?
Then once out, there should be no need to test, as every possible test would’ve been carried out beforehand.
But anyway, the testing proved that the batches sent out didn’t meet the current durability minimum.
So back they all come.
As much as I care for your family planning, this email isn’t asking you to check your condom packet.
It’s about the mistake that Durex made:
Sending a product to retail that might not do what people are trusting it (with their lives) to do.
And what did they do about this?
They recalled them. No more, no less.
For a mistake of this level, to just recall the product and hope for the best won’t really go down well with their customers.
We’re all human. We all make mistakes. They’re inevitable.
But what makes the difference is what’s done to correct these mistakes.
We’ll hold our hands up…
…WFP have made mistakes before.
But in every situation, we’ve set things right to how they should be, or better.
It was a few years ago now, over the summer.
We’d just finished installing three new systems.
We’d worked flat-out to get all three installs completed, in particular, the one for the school that was looking to re-open in September.
Not long after the work had been signed off we received news from our supplier that the detectors we installed needed to be recalled.
Plastic components inside the detectors were melting…
…Again very odd as the rigorous testing for fire safety systems often takes years before a new system can be brought out. The testing is heavily regulated too.
Back to the recall, bearing in mind this was a push to get the works completed on time anyway, we now had 3 brand new systems installed on sites that needed to be taken out ASAP and replaced.
We needed the whole team on board here.
There was too much to do in too little time.
However, the whole team pulled together and worked long hours including evenings and weekends to complete the full swap.
You’ll be pleased to know, we managed to pull it off.
Massive credit to the team here for really genuinely caring about their work and willingly working the extra hours to make things right.
Even Paul Field, MD got his hands dirty and jumped in on site to help out.
We replaced all the recalled parts and installed new (slightly more expensive) parts, free of charge to the client.
So, the mistake was made but the whole team worked their socks off to rectify the mistake. As a result of the hard work of the whole team, all 3 clients were left happy and are still clients today.
Going deeper into things…
One better than rectifying mistakes;
Preventing the mistakes from happening in the first place.
With the systems, processes and extensive training we now have in place here at WFP, mistakes are rarely made. And, the ones that are made are not severe and are generally quick and easy to rectify.
This prevention has allowed us to be proactive rather than reactive.
With this in mind, what do you need to do to be more proactive in your business? Let me know in the comments below.
I hope you enjoyed reading this and found it useful. I look forward to seeing your thoughts below.
Have a great week,
WFP Fire & Security
01277 622 932
PS. This was a bit of a ‘ballsy’ article filled with an embarrassing number of dodgy puns. Just for a bit of fun, send me an email and let me know how many you counted. Whoever who counts the most wins the coveted title of best ‘Inappropriate Pun Detector!’