Page 17 - Peak Period Planning Document-ENGLISH - 2019 - THYME_Neat
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WOW HER DURING REFUNDS Sometimes a return presents us with the opportunity to
introduce our Brand to an entirely new customer who
received the item as a gift, but in the wrong size or color,
and is now visiting our store for the first time!
W elcome her at all times When she visits our stores. “Sorry, Company Policy says…” - These are four words that
we want to move away from. In our experience this starts
a conversation on a negative tone and we want to “make it
right”. Trying to return an item on the 33rd day? An item
vercome all objections that get in the Way of an easy worn twice has come unsewn at the hem? Bought 3 sizes
orefund, Whether they are the customer’s or your oWn online because you weren’t sure which would fit? Need
personal beliefs. to swap colours but can’t find your receipt? Yes we have
policies for these situations, but we also trust our teams
to take reasonable steps to make it right for them so that
ultimately, they will stay loyal to our Brand.
ork to create an environment and an experience Where
Wshe feels celebrated at all times. In order to WOW your customer, YOU are
EMPOWERED TO make exceptions and after offering an
exchange or a Gift Card…
• Return items even if the price ticket was removed!
• Offer a price adjustment after 14 days if a customer is
very upset!
• Provide a refund outside of our 30-day return policy (i.e.
Day 33)!
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