Break Your Own Rules On Guarantees And Return Policies

I understand you are attempting to control the issue of returns and guarantees by putting reasonable rules and requirements in place regarding them. It makes sense, it is a balancing act for certain. Returns are necessary but undesirable so you restrict them to limit abuse, yet you honor the concept because it is a necessity for doing business. Therefore, you have various return and guarantee policies that address time, receipts, condition, packaging, etc. How many times have we all lost receipts, or missed the cut-off date, only to be sent home with an item that cannot be used? How upsetting. How damaging to customer relations. Yet, it happens all the time. The one I like the best is if the original package is open you cannot return it, as if the only acceptable reason for a return is a customer realizing the item would not fit or work or was otherwise undesirable without ever opening the package. Really, that’s a lesson in how to lose a customer forever.

What is the point? Are people really trying to somehow beat you? Steal from you? Or are they genuinely dissatisfied and wanting to return the item or call on the guarantee. What possible difference could it make if it is two days or thirty days after the return deadline, or if they lost the receipt, or are violating any of your self-imposed rules? You have an unhappy customer who wants to be made whole again, and why not?

So, here is what I consider the best policy: Yes, make rules, as many as you like, but when a customer shows up with a demand for return or guarantee claim, HONOR IT NO MATTER WHAT. Make a lifelong friend, not an immediate enemy. This is called customer service at its best and it’s what you should be doing. Of course, your rules make sense and will be the honored most of the time, but when challenged, allow the return and honor the guarantee. It is your word, your reputation, your commitment to your customers on the line. Why alienate a customer? What does it prove? Are the few dollars worth losing a customer over, or will such service cement the relationship and assure repeat business?

Yes, keep the rules but violate them yourself whenever challenged. Service, service, service. This is a great opportunity to serve the customer’s needs and should never be overlooked.