Quote:
Originally Posted by gonzo
There is no appeciation in business.
Id turn it into a sale if it were me.
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OK, bear with me for a moment and I'll relate a story from my retail management days that ties into that very well.
I was a store manager for most of the 15 years I was in retail shoe sales, with a sales staff that was paid on commission. As store manager I got a commission on the overall store sales, plus a smaller commission on my own sales. For that reason I usually only waited on customers when everyone else was already busy.
The one exception was when a customer came in with a worn return, complaint, etc. I usually got called out of the back room to handle it. One particular Saturday morning, with two salesmen on the floor, the first several customers were returns. In each case I made the exchange, usually with a prorated credit for the wear, plus sold them at least one other pair and accessories.
Early afternoon they took a tally on what each of us had sold that day. By just handling returns I'd made more sales than the two of them combined. I didn't get called out of the back room to handle returns any more.
Moral of the story: Returns are an opportunity to turn an unhappy customer back into a happy customer and sell him something else.