“Have you got my money in there?” she inquired.
“Yes, madam, do you wish to withdraw it?”
“Well, if you’ve got it I won’t bother, but if you haven’t got it, I want to take it out.”
Oftentimes the circumstances are much the same with the customer who asks for permission to return goods. In general, retail merchants have found it to be the best policy to show a willingness to grant cheerfully and quickly the permission and, in a cash business, to refund the money. This is a part of the store’s service to its customers and in every instance it will make a favorable and lasting impression. When the customer is satisfied in this way it means that other purchases will shortly follow, if it is not possible to make another sale at once.
EXCHANGES
The return or exchange of any goods that have been damaged or abused, unless there is in them an imperfection, should be carefully guarded against. If the goods are imperfect and are not up to standard there is every reason for allowing the return or exchange, but there is no good reason why the store should be called upon to pocket a loss as a result of the customer’s change of mind after having used or abused the goods.
Concerning the return of goods that may be resold without loss, it is a rather general policy to permit an exchange without ceremony and to do it cheerfully and promptly. The idea behind this is that the customer has every right to change his mind regarding the purchase. The fact that he has previously been fitted and sold should in no way enter into consideration to limit the amount or quality of service offered on the exchange sale. This is another refinement of the broad business principle of giving the customer just a little more than he may be entitled to. It pays, however, for the reason that it establishes a sounder basis of business friendship and good-will.
It is clear, of course, that if the customer should show a desire to exchange a shoe for one less desirable from the standpoint of fit and comfort, the salesman would offer the benefit of his more expert knowledge by explaining the facts, without insisting.
ADJUSTMENTS
There can be no hard and fast rules laid down concerning the extent or amount that should be allowed on claims for allowances. The principal point is to meet the customer on even ground when the claim is made, and as already, mentioned, to get him in the proper frame of mind so that he will be in condition to think on a reasonable basis and without prejudice.