A customer wants to exchange a point of sale, it has bought three more hours early, but the policy of the store, " All sales are final. " L & 39; employee refuses categorically to the question of & 39; exchange for customer.
What is the probability that these customers purchase of these stores? & 39; I think that it would be fair to say that & 39; they will not.
We all know that policies are in place for one reason - to protect society and reduce the risk and responsibility. However, in many situations, policies are in place to manage a small portion of the company & 39; - people who seek ways d & 39; run your business or trying to obtain some d & 39; something for nothing. Unfortunately, these policies are designed to control the minority rather than the majority. And as a customer, I strongly doubt that you love to be said, " C & 39; is our policy. " There is no doubt that some people will take advantage of flexibility and liberal policies. However, my experience & 39; m learnt that these people are few and far between.
Case the point, when I & 39; I published my first book, I have proposed a & 39; unconditional money-back guarantee to any person who did not feel the concepts that help them improve their business skills. My editor was upset about the decision, telling me that I was & 39; myself putting in place to take advantage. Later, I & 39;& 39;ve extended this policy to the products J & 39;& 39;ve started to sell online. Over the past four years, I & 39;& 39;ve sold over 7000 copies of my book and thousands of dollars of other products, but I & 39; n have issued refunds to 2. Is the risk worth the reward? Absolutely!
In another situation, a participant in one of my public workshop expressed its disappointment because the program n & 39; not address specific forecasts, even if all the details of the programme have been provided before that & 39; he recorded. Although I considered the possibility that & 39; he was trying to take advantage of me, I& 39;ve & 39; yet offered a refund, because it makes good business sense.
The you make it easier for someone & 39; a do business with you, the more their business will generate, providing courses, offers you a good product at a fair price. I am firmly convinced that flexible policies can help companies increase their market share.
Here is something else to consider. When your policy change (which is not uncommon & 39;), do not force customers to comply with the new policy immediately after that & 39; it was established. Give them a grace period to help & 39; s adapt to the new procedures.
I also think that & 39; it is important to give employees a certain latitude. I& 39;m not suggesting that you allow everyone to take their own decision, but I know from experience that most people will make good business decisions & 39; if & 39; opportunity.
Many people are reluctant to make business with someone & 39; one that & 39; n & 39; they have not bought in the past. And for good reason, they were sold goods and services which & 39; have not met their expectations. Reduce their concern and & 39; hesitation in making it easy and safe to buy from you. One of my first customers expressed concern about how to deal with an unknown provider (me). When she asked what would happen if it & 39; was not satisfied with the program that I & 39; going to develop it, I told him that & 39; it would not pay. J & 39;& 39;ve even decided & 39; included in my contract with them. Several years later, his company is still a client and myself have since extended that policy to all clients.
Another new aspect to consider is the & 39; you include fine print in contracts. Why force your customers to review the paragraph to paragraph of text that can be read with a magnifying glass. Indicate your terms in advance and & 39; we believe that smaller characters that you have, the more you try to hide your customer.
I remember my wife speaks to a society & 39; computer we were leasing after we discovered that we had made two extra payments, even if the lease had ended. He said, " Your contract clearly states that you are responsible to contact us to terminate the lease. " J & 39;& 39;ve also seen this type of clause for extended warranty programs. Some companies offer a discount on the warranty if you did not use & 39;. However, warnings usually require the customer to submit the & 39; original receipt within 30 days of the security expiration.
Evaluate policies you have developed over the years and look d & 39; a customer perspective. They May be cost you business.
2006 Kelley Robertson, All rights reserved.
Kelley Robertson, president of the Robertson Training Group, works with businesses to help them increase their sales and profitability and motivate their employees. Receive a free copy of " 100 pleas & 39; " increase your sales by subscribing to his letter d & 39; information available http://www.RobertsonTrainingGroup.com. Kelley speaks regularly at conferences, sales meetings and functions of & 39; company. & 39; For more information on its programs with him at 905-633-7750 or Kelley@RobertsonTrainingGroup.com. computers desktop
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