|
The Reader Panel - Talk to your supplier |
|
|
|
|
|
|
Written by Janine Belzak
|
|
Tuesday, 14 November 2000 |
"The horn on our lift truck doesn't work." "I can't work in these gloves, they're too bulky." "Our plant workers aren't wearing their new earmuffs because they fit too tightly!"
Have you ever raised a complaint or concern about a new health and safety product? As a person who uses this equipment, your opinion means everything ? at least to the companies that develop and distribute these products. In fact, your feedback can help speed up the research, development and improvement on personal protective equipment, material handling equipment, hand tools, power tools and ergonomic equipment.
This reader panel survey asks whether or not you have engaged in this sort of supplier/end-user dialogue. Here's what our 183 survey respondents had to say:
1. Have you or your company ever purchased personal protective equipment or apparel that you found to be either defective, uncomfortable, unsafe or otherwise unsuitable?
Yes ? 66%
No ? 34%
If yes, what did you do?
Kept the product........10%
Returned or exchanged it........35%
Discarded or destroyed it........9%
Contacted the supplier/manufacturer to report exactly what was wrong with the product ........46%
2. Have you or your company ever purchased material handling equipment, tools or other industrial equipment that you found to be defective, unsafe or otherwise unsuitable?
Yes ? 61%
No ? 39%
If yes, what did you do?
Kept the product........3%
Returned or exchanged it........34%
Discarded or destroyed it........1%
Contacted the supplier/manufacturer to report exactly what was wrong with the product ........62%
3.Have you ever contacted a supplier/manufacturer of safety products with an idea for an improvement on an existing product, or to discuss the need for a particular product that might not yet exist on the market?
Yes ? 39%
No ? 49%
4.How would you describe the level of dialogue between you and the people who create your safety equipment?
Non-existent........13%
I've only dealt with the middleman (sales or customer service rep.)........61%
I have, on occassion, dealt directly with the research and development staff or others directly involved in creating the product........26%
Additional comments:
What to do before purchasing safety equipment:
- "Never buy large quantity ? get trial samples!"
- "Most times when we purchase PPE we will buy one or test one first before ordering any volume."
- "We have technical teams dedicated solely to ensuring tools/safety equipment suitability."
Some criticism about salespeople:
- "It is my opinion that too many safety professionals rely far too heavily on salespeople to make decisions without adequate research of products by the safety professional."
-"Many salespeople can only give information like 'this is the bestseller' or 'other companies use this product.' They lack the technical information required to truly recommend a product for the job."
Finding the right person to complain to when a product is faulty:
- "Sometimes the individuals who buy safety equipment will not believe that it is inadequate."
- "The response from company technical staff is usually good but a few seem to resent or not care about client calls and concerns."
- "If I have a problem, I deal with the president or owner. I have always received great assistance and cooperation."
How suppliers should react when someone reports a problem with their product:
- "Any modifications made to equipment are kept quiet as we fear this may lead to rejection by regulatory bodies."
- "Most suppliers and manufacturers are keenly interested in obtaining customer satisfaction, as bad news travels like wildfire!"
- "Developing a strong relationship with suppliers and manufacturers is critical to 'doing it right the first time.'"
Calls for more improvements on equipment:
- "It appears there is not enough competition (in safety equipment) to ensure alternatives."
- "There is considerable room for R&D in the PPE and safety-related equipment. Many basic styles have not changed in years. Manufacturer R&D people need to get out into the real world and see what is needed."
Janine Belzak is a freelance writer living in Dundas, Ontario.Related Items
|
Choose Product Category
