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Tuesday, 04 January 2011 10:52

How does your business handle returns?

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How does your business handle returns?

“I've worked in cosmetics/skin care retail off and on for a very long time both in large department stores and smaller boutiques. In any place, we always took back the return with no problem if they had their receipt. We always asked the reason for the return, because we wanted to know if there was a reaction. For returns without a receipt, we still would take back the merchandise, even if it was nearly empty, but we didn't make it as pleasant of a transaction. We still asked for a reason for the return, when it was purchased, and we would not issue a credit without a drivers' license. Most returns were honest, but there were plenty that were obviously returns of stolen goods that we immediately alerted security/management about, and there are certainly customers out there that abuse the return policy. Returns are never fun, no matter what setting you work in, but handling them properly is key to good customer service, which is key to customer retention. If you do not allow returns, or the return process is not a smooth or pleasant one for clients, they will go elsewhere.”
~ Rachael Pontillo
“When I managed a spa, we would accept returns for up to 30 days with a receipt. If you get a return, check with the manufacturer of that product, sometimes they will replace returned products free of charge.”
~ Lacey Anderson
“I have found that as long as the return policy is posted at the check-out station, on the receipt of purchase, and online that there generally wasn't a problem with products being returned.”
~ Claude Hayes
“At a spa that I recently worked at, it was a general rule that if a customer came in with a product to return, and they had their receipt with them, we would give them their money back. However, this spa also had a policy to not accept returns for items that had been on sale. There were a few times that I personally had to deny a return because of this policy. Usually, once I explained the policy, the client understood and moved on. Unfortunately, there were a few times that the customer was unhappy with this policy and in order to keep them happy, and to avoid a scene in front of other clients, I would rely on the universal saying, ‘the customer is always right.’”
~ Stacey Richardson
“As a business owner it is important to me that all of my staff is trained and able to take care of customer concerns, and returns are a customer concern. Of course, I don’t like to lose money and in the end returns can affect my business’ bottom line, however so can client retention. So, I take a proactive approach. During my training process I make sure to introduce phrases that my staff can use while finalizing a sale. This is an easy and effective way to get my company’s return policy out there while also establishing a rapport. Something like, “And if you have any problems with __________ in the next 90 days, you can return it for a full refund as long as you bring in the receipt."
~ Amber Nelson
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