The Shocking Truth About Product Responsibility: How It Can Make or Break Your Business

As a business coach, I can’t stress enough the importance of taking full responsibility for the products and services we offer. Your customers are trusting your brand to deliver on your promises, and when you fail to live up to their expectations, the consequences can be dire. Just ask my daughter, who bought a brand new 2021 Nissan Sentry from a dealership, only to experience issues with the car starting right from the beginning.

Despite her repeated efforts to get the car fixed, the problem persisted, and she even lost her roadside assistance as a result. Frustrated and at her wit’s end, she reached out to Nissan Corporate, but nothing seemed to work. That’s when I decided to step in and visited the dealership myself.

What I heard from the manager was completely unacceptable. They claimed that the car’s problems were not their fault, but rather the manufacturer’s. Are you kidding me? The dealership sold the car to the customer and had a responsibility to ensure that it worked properly.

This story serves as a prime example of why it’s crucial to take responsibility for the products and services you offer. When you sell a product, you are responsible for ensuring that it works as advertised, and if it doesn’t, you must take responsibility and fix the problem. Blaming the manufacturer or supplier is not an option.

Think about it – if you bought a shirt from a store like Macy’s and it was missing a sleeve, would it be acceptable for Macy’s to refuse to refund you, claiming that they didn’t manufacture it? Of course not! The store has a responsibility to ensure that the products they sell are of high quality and work as advertised.

As a business owner, it’s your responsibility to ensure that your customers receive the value they expected from your products and services. If something goes wrong, you need to take swift and decisive action to fix the problem. This level of responsibility and accountability is crucial for building trust and credibility with your customers and ensuring the long-term success of your business.

Don’t let product responsibility be the downfall of your business. Take ownership of your products and services, and ensure that your customers receive the quality they expect and deserve. It’s the right thing to do, and it’s also the smart thing to do for the success of your business.


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