THE CHALLENGE
Global Vitamin Company (GVC) faced two unique issues. One of their products was deemed “unsafe.” GVC needed to remove products from every global location and ensure the product was no longer illegally available. Additionally, the substitute product required the use of a specific sales script when selling to customers who requested the banned product. GVC needed a method of removal, inspection, and verification that could be executed quickly, consistently, and simultaneously across all markets.
THE SOLUTION
HS Brands leveraged its vast shopper network across 29 countries to support GVC’s needs. By utilizing HS Brands’ expertise, methodology, and field resources, GVC was able to meet its timeline and operational requirements. Together, HS Brands and GVC collaborated to develop a shopper script and a detailed action plan to ensure consistent execution worldwide.
THE METHODOLOGY
HS Brands assembled and managed shopper panels in 29 countries. Shoppers were carefully selected based on their ability to navigate local markets and best mirror typical GVC customers.
These shoppers were trained extensively on the approved script and process to ensure accuracy and compliance.
- Step 1: Shoppers posed as regular customers visiting GVC locations.
- Step 2: They verified whether the banned products were still displayed or available.
- Step 3: Shoppers inquired about the product’s availability, expecting associates to explain that it was no longer offered and guide them toward the approved substitute.
- Step 4: Shoppers tested compliance further by asking if there was “any way” they “could still get” the banned product.
THE FINDING
The mystery shops provided GVC with assurance that the banned products had been removed and were no longer offered in any form. In instances where products were still displayed or associates offered personal supplies, GVC was able to take immediate corrective action to reduce liability and protect consumer safety.
THE RESULTS
HS Brands executed over 6,000 shops across 29 countries within one month. In just 30 days, GVC successfully:
- Safeguarded their customers’ safety
- Protected their brand name and reputation
- Reduced potential legal liability
- Improved associate training on the alternative product
- Increased new product sales, offsetting lost revenue from the banned product
Through these efforts, HS Brands also mitigated GVC’s risk of legal action related to illegal sales of the banned product.
