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?
Remember, that when you end on a good note, or even with a personal response, you can help diffuse an angry or upset customer.
That’s better than no refund for postage. “Best” would have been including a letter of apology explaining why the check included an extra amount. But the check is probably generated from some Shared Services Center a thousand miles away from the corporate office where the letter would be written.
But still…
Glenn,
You’re right. This definitely wasn’t the “best” scenario but at least they did something extra which helped offset the initial trouble of the whole process.