That's not our policy

You’ve all heard the statement ‘that’s not our policy’ before. Surely in 2011, are organisations more focused on policy than obtaining and retaining customers? It seems so.

Recently on attempting to return a product at Mountain Design, a product that looked as if it has just come off the display by the way (i.e. still tagged, still in plastic), it was explained that a 30 day return policy existed and therefore a credit was not possible.

What the …?!

Honestly, who does this policy serve? It certainly doesn’t serve the customer at all. Firstly, it leaves a bad taste in the mouth and so the chances of returning to the store are remote. Secondly, it projects a message that is extremely negative, which damages loyalty, and thirdly – it has a major effect on the bottom line.

In a time where competition is fierce, where you can purchase almost anything for a cheaper amount on the internet, it’s critical that organisations are ‘customer centric’. Let’s create experiences for our customers that have them wanting more!