As if being a parent weren't already laden with worries and considerations: Parental controls on the television and internet don't hold a candle to this report summarizing a massive recall by Mattel toys. They recalled almost 1 million Chinese-made toys because they may contain lead. Eighty-three types of toys are on the list, including popular characters such as Elmo, Big Bird, Dora and Diego.


Tips for parents include: A home lead test and getting your child's blood tested for lead at least once a year.
What's a parent to do? What's a company to do?
On this consumer relations answer center page for Mattel, there are steps to follow to determine if toys in your toybox might include lead and actions to take if any prove suspicious.
So what do you do if your Elmo Tub Sub toy that your child has been splashing around with is suddenly a fear for your little one's safety? Here's what they have to say: Remedy: Consumers should immediately take the recalled toys away from children and contact Fisher-Price. Consumers will need to return the product and will receive a voucher for a replacement toy of the consumer's choice (up to the value of the returned product)..
Now, maybe I'm a hysteric, but doesn't this all seem a bit too calm and collected? This is about children ingesting lead! And where is the apology? And the extra mile? Where is that?
Here's the warning in red on the site: Lead is toxic if ingested and can cause adverse health effects. Ya think?
Is anyone else amazed and shocked that there is not more outrage and action over this?

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Getting the Lead Out: Another Poor Customer Recovery

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ABOUT THE AUTHOR

image of Jeanne Bliss
Jeanne Bliss began her career at Lands’ End where she reported to founder Gary Comer and the company’s executive committee, ensuring that in the formative years of the organization, the company stayed focused on its core principles of customer and employee focus. She was the first leader of the Lands’ End Customer Experience. In addition to Lands’ End, she has served Allstate, Microsoft, Coldwell Banker Corporation and Mazda Corporations as its executive leading customer focus and customer experience. Jeanne has helped achieve 95% retention rates across 50,000 person organizations, harnessing businesses to work across their silos to deliver a united and deliberate experience customers (and employees) want to repeat. Jeanne now runs CustomerBliss (https://www.customerbliss.com), an international consulting business where she coaches executive leadership teams and customer leadership executives on how to put customer profitability at the center of their business, by getting past lip service; to operationally relevant, operationally executable plans and processes. Her clients include Johnson & Johnson, TD Ameritrade, St. Jude’s Children’s Hospitals, Bombardier Aircraft and many others. Her two best-selling books are Chief Customer Officer: Getting Past Lip Service to Passionate Action and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad. Her blog is https://www.ccocoach.com She is Co-founder of the Customer Experience Professionals Association. www.cxpa.org