As part of a team that goes into a company and points out why they are not profitiable, I find the same problem over and over. Literally, nine times out of ten, one of the biggest factors is that the rules don’t apply and are not applied the same to everyone. What does that mean exactly?
Lets walk together through some examples. The customer in your business makes a purchase that clearly states “no refunds”. A customer comes in and clearly wants their money back. If they get their money back your policies have no back bone. What you do for one, you must do for all. Here are some reasonable solutions.
“As you know you purchased a product that was clearly marked with the rules and they are on your rceipt as well. I would be happy to issue a 20% off on your next purchase and make a note to your account that you will not longer participate in non refundable purchases.”
Is the customer satisfied? Probably not, and still you met them half way. You offered them something they didn’t have and you removed the problem in the future.
Do you believe that was a good solution?