Money Matters and More

When I headed into the chain bookstore earlier this week with a CD to return, I’d already prepared myself.  Although it was still securely wrapped in its packaging, the store policy was firm: no refund without a receipt.  I’d accepted what I figured was a flawed policy.  What I wasn’t prepared for was the refusal of the store to offer anything at all.

Without a receipt, the manager told me, after 14 days, there would be no return of any kind.  Without a receipt, I wondered, how did they know it was more than 14 days?

So–happy holidays to me…

The manager on duty tried to take the sting out of the store’s refusal by suggesting that I consider regifting my purchase.

Aargh!  I could hardly keep from gnashing my teeth together.

At just about this point, I started wondering if anything could get this store to change its mind.

How could this be handled from an entrepreneur’s vantage point?  Certainly the ability to return an “unreturnable” purchase is the equivalent of winning over a very tough customer.

A tough customer requires convincing, a reason to change his position from his/hers to yours.  Making it worth it to that customer can make that happen. Figuring out what charm offensive–not guile, not deceit–but a kind of rapport that puts you both on the same (forgive the sports metaphor) team can move mountains.

And in my case, a member of the sales staff.

And that’s exactly the approach I took.  I sought out a different manager and explained my situation in a calm, reasonable fashion.  And I let her know that I was a regular customer.  And to my surprise and delight, it worked.

A store credit that another manager had said wasn’t possible.

What charm offensive combined with a valuable asset (in this case, my value as a return customer) has worked for you?

Email us so we can share your story.

(Photo used by permission from freeimage4u.com)