In an age when distribution networks and supply sources are becoming more global, manufacturers must rely on outside providers to supply high-quality components or ingredients. Unfortunately, this does not always occur and product recalls are a reality for which organizations must be prepared.

As evidenced by several recent high-profile food recalls, customers can become very emotional when a food recall hits close to home. Customers may be dealing with their own illness or injury — or that of a loved one or pet — and these events affect them at the most personal level. Customers expect to be treated with respect and have their concerns addressed. Adjusters faced with hundreds, if not thousands, of similar stories from different claimants must avoid cynicism or an uncaring attitude.

The first critical step is to remove the product from the shelf, and many large companies have excellent recall plans to accomplish this. In fact, well-organized companies typically have an established, mechanical process that makes the product removal plan run smoothly in execution. Despite this initial preparation, however, most companies do not dedicate the same level of planning beyond the first stage of a recall. Once the product has been removed, the next steps are crucial to protecting the corporate image, pocketbook, and ultimately, future success in the market.