I mentioned recently that I had to return some defective software to the manufacturer. While the process was unnecessarily complicated, it did have a happy ending.
Norton dutifully sent me the check to refund my purchase price. However, the check was for a little more than my receipt had indicated. After a few moments of confusion, I calculated that that extra amount was exactly enough to cover the postage I had used to return the software CD.
I have to assume that this wasn’t an accident. What that means is that whoever was opening the package noted the postage and included that in the amount to be reimbursed.
A little attention to detail and acknowledgment (in this case via reimbursement) of a customer’s efforts can go a long way to rebuilding the trust and confidence needed to regain a customer.
When you accept customer returns, do you burn bridges with customers? Or do you provide the great customer service needed to leave the door open for that customer to return?