Customer Property - Notifying Customers

K

KWalls - 2008

#1
Good morning everyone,

Like I have said so many times before, we are a small machine shop. We have a good report with our customers and most of our customer communication is done over the phone. I am fine tuning our system to make sure that it fits EXACTLY what we actually do. Looking at our procedure dealing with customer property and how to notify them if it's lost, damaged, etc. I noticed that there really isn't a "record" of us notifying them if it is done only with a phone call. Not wanting to break what we have going... because it has worked well so far... would it be okay to have some sort of form that our employee uses while making a phone call to note who they talked to and what type of damage/loss we notified our customer about and then fax/email it to the customer? I just don't want to make the process any more convoluted or arduous by adding to it. Is there an easier way to do it? How do you handle it? Opinions please!! :truce:
 
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CarolX

Trusted Information Resource
#2
would it be okay to have some sort of form that our employee uses while making a phone call to note who they talked to and what type of damage/loss we notified our customer about and then fax/email it to the customer? I just don't want to make the process any more convoluted or arduous by adding to it. Is there an easier way to do it? How do you handle it? Opinions please!!
Great idea - but why bother to send it to the customer unless they need it.
Keeping it simple!!!!!!!!!
 

SteelMaiden

Super Moderator
Trusted Information Resource
#3
Does this "loss, damage, etc." lead to corrective action on your part? A CA would document what you are looking for....action item # 1: contacted customer ABC, talked to Jayne Payne, Notified them of loss of 71 parts.
 
K

KWalls - 2008

#4
Does this "loss, damage, etc." lead to corrective action on your part?
Yes, it does lead to a CA. I just wasn't certain that my CA form could serve as record for notifying the customer. I was thinking that was more for our "continual improvement" process. But I guess I'm having a "DUH!" :bonk: moment. :lol:
 

SteelMaiden

Super Moderator
Trusted Information Resource
#5
There are many "right" ways that could be employed. CA was just the first that popped into my mind. Sometimes we are too entrenched in the problem to ourselves to see an immediate solution that we are already using. Good luck!;)
 
S

shawnann

#7
For this purpose I created a special fax form to send to our customers if we find something wrong with their property. It's something to send to them just so we have record we notified them. This fax can be used for any reason of a problem with the customers property.

All I did was use our normal fax cover sheet and added the following to the body of the fax:

Pt. #:

Lot #:

Shipper #:

Date:

Problem/Concern:

Anytime we find a potential problem we fill this out and fax it over to the customer.
 
C

CliffK

#8
A CA would work as a record, certainly.

You don't need a form to have a record, however. A spiral notebook in the upper left-hand drawer of your desk will work just as well, as long as you jot down the pertinent details.
 
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