Last month four Kiwi organisations shared their experiences on why and how they had introduced product repair schemes. Wishbone Design Studio, Zempire Camping Equipment, La Marzocco New Zealand and Macpac joined our online chat as part of September’s Repair Festival Aotearoa.
View the full discussion here:
Here are the main takeouts:
Why implement a repair scheme?
- Circularity: Reducing waste and minimising environmental impact is a core principle of a circular economy. By designing products for repairability, businesses can significantly reduce electronic and manufacturing waste.
- Customer service: Offering repair options enhances customer satisfaction and loyalty. Customers value durability and are more likely to return to brands that stand behind their products.
- Business opportunity: Repair schemes create new revenue streams through refurbishment and spare parts sales. This can be particularly lucrative in saturated markets where new sales may be stagnant.
- Quality: Prioritising repairability encourages businesses to design and manufacture high-quality, long-lasting products. This commitment to excellence enhances brand reputation and customer trust.
Implementation
- Design: Incorporate modularity, easy-to-replace parts, and simple maintenance into product design. This reduces repair complexity and costs.
- Spare parts: Maintain a comprehensive inventory of spare parts, considering factors like lead times, storage, and distribution. Collaborate with suppliers to ensure parts and materials are always available.
- Customer education: Provide clear repair instructions, videos, and guidance to make it easy for customers to repair your products.
- Workshop and technicians: Establish in-house repair facilities or partner with experts to ensure efficient and high quality repairs.
- Refurbishment: Offer refurbished products with warranties. This provides customers with affordable options while reducing waste.
- Monitor and improve: Continuously assess and refine the repair scheme based on customer feedback, repair data, and operational efficiency.
Other considerations
- Regulatory compliance: Familiarise yourself with relevant laws and regulations, such as Right to Repair legislation which is important for many export markets but not Aotearoa New Zealand yet.
- Marketing strategy: Effectively communicate the value of your repair scheme to customers, highlighting environmental and economic benefits.
Organisations offering repair services can be found in the Circular Economy Directory. The free online directory includes hundreds of sustainability solutions to help organisations shift to a circular economy.