Just realized return policies aren't always the enemy after talking to a store manager

I used to get so angry when customers would throw the 'I'll just return it' line at me, figured they were gaming the system. But last Tuesday at work, a guy came in with a 3 month old blender that clearly got dropped, and I was about to deny him. Then my store manager pulled me aside and showed me the actual return data from our system - apparently 78% of people who return something end up buying a replacement or an upgrade within 2 weeks. That stat came from a corporate report she had printed out. It really changed how I see those interactions. Now I just process returns quick instead of fighting people, and our numbers have actually gotten better. Has anyone else here seen the actual numbers on return behavior shift their thinking? What surprised you most?

3 comments

3 Comments

jennifer9651mo ago

Learned that exact same lesson last year when I just started saying sure and smiling instead of arguing.

drew9651mo ago

Funny how most arguments ain't worth the breath once you realize that.

thomas.tyler1mo agoMost Upvoted

Why do I keep finding myself in these pointless back-and-forths about stuff that doesn't matter anyway? @jennifer965 has the right idea with that whole "sure and smile" approach, I should probably try that more often. Last week I spent like twenty minutes arguing about which pizza place is better and I couldn't even remember who started it by the end.