No Sale is Ever Final
- By Rick Sidorowicz
- Published 03/3/2008
Rick Sidorowicz
Rick Sidorowicz is the Publisher and Editor of The CEO Refresher, moderator of The Mindful Network, Minister of Culture of High Performance Retail, and Editor of 1001 Ways to Wow Your Customers. His profile and contact information are @ www.ricksidorowicz.com
If you are serious about service and want it to be a differentiating factor you'll need to take a good look at your customers' complete experience of you. Do all of your processes and procedures reflect your sincere service ethic? A good place to start is at the end - how do you handle returns.
What is your return policy? I suggest that anything less than "No Sale is Ever Final" is just lip service. "No Sale is Ever Final" means that if for any reason a customer is not 100% satisfied with my (our) product or service we will make it right (to their 100% satisfaction) or we will give their money back, no hassles, no problems, no nonsense. When you (valued customer) choose to spend your money with us we will guarantee you will be satisfied, no matter what. Sit with this for a moment - examine it carefully. It is very empowering.
If we are honest, if we are ethical, if we believe in the value of our products and services, if we believe in being of service - how can we not act otherwise? Anything less is lip service to customer service. Anything less is … dishonest, unethical and a disservice to our customers and our own enterprise. Anything less … and please think strategically for a moment … means that you do not believe that your product or service is of sufficient quality or utility or value to stand up in the marketplace. If that is true you had better fix it fast or you will soon be out of business.
Check out L.L. Bean for some guidance - http://www.llbean.com/customerService/aboutLLBean/guarantee.html
"From kayaks to slippers, fly rods to sweaters, everything we sell at L.L.Bean is backed by the same rock-solid guarantee of satisfaction. It's been that way since our founder sold his very first pair of Bean Boots in 1912. Today we're proud to continue the tradition – by offering quality products and standing behind them.
Of course, we want you to be the final judge of quality. If you're not satisfied with your purchase, we'll replace it or give you your money back. It's that simple."
Thank you Mr. Bean.
Visit 1001 Ways to Wow Your Customers for more.
What is your return policy? I suggest that anything less than "No Sale is Ever Final" is just lip service. "No Sale is Ever Final" means that if for any reason a customer is not 100% satisfied with my (our) product or service we will make it right (to their 100% satisfaction) or we will give their money back, no hassles, no problems, no nonsense. When you (valued customer) choose to spend your money with us we will guarantee you will be satisfied, no matter what. Sit with this for a moment - examine it carefully. It is very empowering.
If we are honest, if we are ethical, if we believe in the value of our products and services, if we believe in being of service - how can we not act otherwise? Anything less is lip service to customer service. Anything less is … dishonest, unethical and a disservice to our customers and our own enterprise. Anything less … and please think strategically for a moment … means that you do not believe that your product or service is of sufficient quality or utility or value to stand up in the marketplace. If that is true you had better fix it fast or you will soon be out of business.
Check out L.L. Bean for some guidance - http://www.llbean.com/customerService/aboutLLBean/guarantee.html
"From kayaks to slippers, fly rods to sweaters, everything we sell at L.L.Bean is backed by the same rock-solid guarantee of satisfaction. It's been that way since our founder sold his very first pair of Bean Boots in 1912. Today we're proud to continue the tradition – by offering quality products and standing behind them.
Of course, we want you to be the final judge of quality. If you're not satisfied with your purchase, we'll replace it or give you your money back. It's that simple."
Thank you Mr. Bean.
Visit 1001 Ways to Wow Your Customers for more.