When I got to work yesterday, I passed a customer at the Customer Service Desk that was trying to get a refund for a package of cookies. The bag she was holding was a bit dilapidated, to say the least. Not something that you would be putting back on the shelf. Now the matter of the cookies was slightly amusing. The customer said that when she bought them they were on sale and yet she was charged full price. Now there was no receipt to back up this story because, it couldn't be found and there was no memory as to when the purchase was made. And there was, of course, that expiration date. Hmm, must have had them for awhile.
This reminded me of a story that a previous store manager once told me. When this manager worked at another store, and was in training for a certain position, a customer came into the store and wanted a refund for a set of tires. Now the customer had no receipt and wasn't accepting the employees reasoning as to why there could be no refund. So the store manager was called to take care of the situation and, that he did. When all was said and done, the store manager gave the customer the money for the tires. Now I don't think that you could call it a refund because, you see, the store didn't sell tires.
One of the first impressions I had of retail was how stores will give away money. Be the reasons justified, or not, stores were quick to hand out refunds or gift cards to appease the public. In fact, it wasn't too long before I noticed that our store was known to the public for doing this.
I figured that the reason for this practice was to keep people from bad mouthing the store or in hopes that the party might shop there. Whatever the reasoning behind this practice, in the end it hadn't worked and yet, it was considered Customer Service.
We have all witnessed these practices throughout time. Some will bring in products not purchased at our stores while others will attempt a refund for a product not purchased. And then again, as with the lady with the cookies, should there be question the end result will most generally be determined by "Do they spend money here?" if a manager gets involved.
As for the customer with the cookies, and no receipt, I have no idea how that ended. But she will be back and will bring in something else, with no receipt, and the quest for a refund will continue.
Talk at ya later!
This reminded me of a story that a previous store manager once told me. When this manager worked at another store, and was in training for a certain position, a customer came into the store and wanted a refund for a set of tires. Now the customer had no receipt and wasn't accepting the employees reasoning as to why there could be no refund. So the store manager was called to take care of the situation and, that he did. When all was said and done, the store manager gave the customer the money for the tires. Now I don't think that you could call it a refund because, you see, the store didn't sell tires.
One of the first impressions I had of retail was how stores will give away money. Be the reasons justified, or not, stores were quick to hand out refunds or gift cards to appease the public. In fact, it wasn't too long before I noticed that our store was known to the public for doing this.
I figured that the reason for this practice was to keep people from bad mouthing the store or in hopes that the party might shop there. Whatever the reasoning behind this practice, in the end it hadn't worked and yet, it was considered Customer Service.
We have all witnessed these practices throughout time. Some will bring in products not purchased at our stores while others will attempt a refund for a product not purchased. And then again, as with the lady with the cookies, should there be question the end result will most generally be determined by "Do they spend money here?" if a manager gets involved.
As for the customer with the cookies, and no receipt, I have no idea how that ended. But she will be back and will bring in something else, with no receipt, and the quest for a refund will continue.
Talk at ya later!
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