How To Reduce Product Returns

In this video, I share a story about how a client used the problem-solving framework I describe in Chapter 2 in my new book Teamwork 9.0.

In Chapter 8 of the book, I use the tools to analyze this team’s dynamics in the section called “All In The Family.”

Here is a transcript of the video:

It was 2009, in the heart of the Great Recession, Allen had the perfect product for the times.  Online video content was exploding, and Allen’s company had a low-cost video production solution that enabled anyone to produce professional-looking content at a fraction of the price of commercial equipment.

Allen was a caring soul.  Responsible for operations, he wanted to deliver the best possible customer experience and bended over backwards to do that.  And, while customers loved the products and demand was soaring, the organization had reached a limit—the telltale sign? …  Product reliability suffered.  Nearly 1 in 3 products shipped out were being returned for repair.

Allen wanted to solve the problems-causing-returns, but couldn’t get the attention or resources necessary.  Everyone was too busy working on the “next thing” and too willing to blame others for the current problems. That’s when Allen thoughtfully asked for my advice.

I suggested that he form a cross-functional team and use the team-based problem-solving method that I detail in my book Teamwork 9.0. He convened a meeting and encouraged everyone to share their thoughts on the causes of product returns. 

Over the course of an hour, a transformation occurred.  The participants stopped blaming one another and started getting intensely curious about the root causes of the problems.

That spark-of-curiosity ignited a fire—the team was on a quest to identify and solve each of the underlying issues.

After that initial meeting, Allen was able to get the attention of the team members and secure the resources he needed to address all the problems. Under his leadership, return rates plummeted.

Clearly defining a problem, sparks the intense human desire to-solve-that-problem. Step ONE in problem solving is to instill your team with that intensity.