It’s Called a ‘Customer Return’ Policy For a Reason- WOW Them Instead of Why Them is brought to you by Lorman
You want customers to return? Your customer return policy should have one goal: to get the customer to return.
Store returns are a fact of retail life. No matter what you sell, people will want to return things. WOW them instead of why them. When was the last time you received exceptional service? Can you remember the last time you returned a product and didn’t have to answer lots of questions? When was the last time you were delighted by a company going beyond your expectation and made you feel special? When was the last time you had a WOW experience? A great customer return policy is Wondrous•Outstanding•Worry-Free. Make the return process straightforward and simple, and turn it into a WOW experience rather than an unfriendly process, and you will not only keep customers but also encourage them to spread positive word-of-mouth about your business – a truly positive bottom line. What is the right return policy? If your goal is to bring the customer back, it’s simple: give them what they want. WOW them. Problem is that many companies need to eliminate the inquisition, endless questions, reasons for the return, etc. Treat them like appreciating assets. It costs 91% to attract a new customer than to retain an existing one (Wall Street Journal survey).