My Major Customer has a Quality Concern: Now What? For National Fastener Distributors Association (NFDA) Members Wednesday, September 2, 2026 Live Webinar 11 a.m. PT Instructor John Metcalf, Director of Innovation for North America for Agrati CLASS OVERVIEW Challenges and complaints happen. Managing them properly is critical for building and keeping strong customer relationships. This webinar focuses on quality concerns, complaints and the steps needed to address and resolve them - and to maintain trust with your customers. TOPICS INCLUDE • Quality issues: how to strengthen customer relationships through challenging situations • Be prepared: areas of focus to ensure you are ready when a customer complaint is received – including your product, processes, and customer relationships • A complaint is received, now what: key information to gather to provide a timely and appropriate resolution to the issue • When parts don’t meet specs: proven problem-solving methods to make certain a quality escape doesn’t become a disaster • “Good” parts: what to do when conforming parts still do not work PRICING AND REGISTRATION This webinar is FREE for NFDA members. Registration coming soon. Not an NFDA Member? Learn more about the benefits of joining. ABOUT THE INSTRUCTOR John holds a bachelor’s and a master’s degree in mechanical engineering along with certificates in business management and materials failure analysis and has held positions in quality, engineering and engineering management. He is actively involved in fastener standardization through the ASME, ASTM, and ISO fastener standards committees, serving as vice chairman of the ASME B18 committee, chairman or vice chairman of several ASME and ASTM subcommittees, and US delegate to ISO TC/2.