A month ago, when I was too busy with the order which must be shipped the next day, my mailbox received an email from a new customer. I found it is a complaint email about the samples of the new product and opened the email.
“The fixing plate is not really good because the complete light can easily drop down”, the customer wrote it in the mail.
I can feel the dissatisfaction of the customer, so I am also very nervous. But at the same time, I am very happy, because the customer will make relevant improvements to our products, indicating that customers have expectations for our products.
I immediately stopped my work and went to the R&D department. I asked the engineers about the problem that the customer concerns. The engineers in our R&D department were really great, They quickly understood the customer’s concerns and gave me a simple solution.
The D&L Lighting engineer said that just adding a wire between the fixing plate and the lamp body will prevent the pendant lamp from falling off when it is shaken violently. Soon, they gave me a sketch.
When I seriously reviewed the drawings, I found a problem. In this solution, the fixing plate and the lamp body must be connected together. When the electrician installs the fixing plate on the ceiling, there must be another person to hold the lamp body, which leads to inconvenience in installation and an increase in labor costs.
I told the customer about the solution that adding a wire between the lamp body and the fixing plate. I also discussed my concerns about this improvement method with the customer.
Finally, the customer agrees with me, adding a wire between the fixing plate and the lamp body is not a good solution for this case, so we need to find a better way to solve this problem.
But How? Or do you have an idea about this? Please leave a comment and share your experiences!
To be continued…