Page 17 - Peak Period Planning Document-ENGLISH - 2019_Neat
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DID YOU KNOW THAT WHEN A Sometimes a return presents us with the opportunity to
CUSTOMER WHO SHOPS ONLINE COMES introduce our Brand to an entirely new customer who
received the item as a gift, but in the wrong size or color,
TO YOUR STORE, YOU ARE ENGAGING and is now visiting our store for the first time!
WITH ONE OF OUR “MOST VALUABLE” “Sorry, Company Policy says…” - These are four words that
CUSTOMERS? THEY ARE LIKELY TO SHOP we want to move away from. In our experience this starts
MORE OFTEN, HAVE GREATER BRAND a conversation on a negative tone and we want to “make it
right”. Trying to return an item on the 33rd day? An item
LOYALTY AND LIKELY MAKES MULTIPLE worn twice has come unsewn at the hem? Bought 3 sizes
VISITS TO BOTH ONLINE AND STORES online because you weren’t sure which would fit? Need
ANNUALLY. WE WANT TO WORK HARD to swap colours but can’t find your receipt? Yes we have
policies for these situations, but we also trust our teams
TO ENSURE THEY HAVE A SEAMLESS to take reasonable steps to make it right for them so that
EXPERIENCE WHICHEVER CHANNEL ultimately, they will stay loyal to our Brand.
THEY CHOOSE TO SHOP, RETURN OR In order to satisfy your customer, YOU are EMPOWERED
EXCHANGE REGARDLESS OF WHERE TO make exceptions and after offering an exchange or a
Gift Card…
THEIR PURCHASE ORIGINATES.
• 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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