The Ninth Day Tip:
One of the reasons customers love doing business with Nordstrom is the ease of doing a return. Nordstrom’s return policy is “We handle returns on a case-by-case basis with the ultimate objective of making our customers happy. We stand behind our goods and services and want customers to be satisfied with them. We’ll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably. We have long believed that when we treat our customers fairly, they in turn are fair with us.”
Does Nordstrom get taking advantage of on their return policy?. Of course, but their belief is that it is not as often as it is worth getting other honest customers upset that they can’t change their mind and make a return. Customers who don’t even think they will ever make a return, feel better about shopping at a place that trusts them. This is what the Nordstrom return policy establishes as a foundation for doing business with them.
Customers do change their minds, customers do find that they bought a gift the receiver doesn’t like, customers do find that a product is not the right fit, etc. If your Return Policy makes customers feel bad, then change it. You will be surprised at the difference it makes in your employee’s attitudes, as well as your customers.