Customer Retention: Keep ’Em And Hold ’Em

For example, if customers say they’ve received the wrong product, it might superficially appear to be a picking error, Gisholt says. But during the error meeting, his team closely examines the problem and may find that the product had the wrong barcode applied in the receiving process. And the root cause of the problem is that a vendor didn’t affix a UPC code. By drilling deeper, Gisholt’s team determines the warehouse has many items on the shelves that have the wrong barcodes on them, but they catch the problem, relabel those items and take follow-up action to make sure the vendor barcodes these items in the future.