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Hi there! Actual, honest-to-goodness owner of a small business here who -DOES- have entry-level retail experience in her background. One of my folks (my employees) said she and a friend of hers often lurk here. I decided to join, myself, as I feel I might have an interesting insight to provide from the perspective of one where the buck actually does stop.
Retail's a hard business. I applaud anyone and everyone who's able to stomach it and make the best of the ridiculous circumstances in which customers place you each and every day.
I'll break the ice with the latest debacle I intervened in just this morning.
(Quick background. Small business is hand-made bath, body and cosmetic products. A surprisingly large portion of my business is custom private-label and wholesale, but I do have a store-front and six employees. Great group of girls, love every minute of them. Hey, I hired them for a reason right?)
I have a very strict return policy. Naturally, it's designed to completely frustrate and annoy customers and has NOTHING to do with health and safety regulations and preserving product integrity. Perish the thought.
1) If the product is opened, it's yours; ie. not returnable under any circumstances. Period. Fin.
2) If the product is unopened and still in the original packaging, you have exactly 14 days from the date of purchase listed on your receipt to return it for an exchange or refund. Your choice.
3) No receipt. No dice. No exceptions.
Not only have I gone to the pains to display these rather simple guidelines in a very obvious manner (1 sign on each register at the cash wrap, 1 that is actually embedded in the counter and a large plaque directly behind the wrap on the wall) but they're also in English, Spanish and French.
Knowing full well that a significant number of customers are generally averse to reading anything under any circumstances, my girls all have a quick rundown of the rules that I ask them to go through during the transaction sale.
Enter... we'll call him "Bob".
"Bob" came into the store at some point and purchased a facial masque. I highly suspect it was actually "Mrs. Bob", but I have enough male customers that this is nothing out of the ordinary. Now, the product is a mix of anhydrous powders that you add moisture to in order to apply. Though technically, the ingredients don't have a true shelf life, I recommend they be used within three to six months of purchase for best results.
"Bob" has decided the masque is not for him and would like his money back. So my folk asks him for the product and his receipt so she can process the return for him. "Bob" has no receipt, but does, however, have the -empty- container the product would be in had it not been spread at the bottom of a ferret cage. (I can only assume that's what he did with it, as he certainly wouldn't deign to use the stuff.)
Folk kindly directs him to the posted policy and even reiterates for him, we cannot take a product back that has been opened and are also unable to process a return sans receipt.
See "Bob" blow a gasket.
I'm never far away, but as I was helping another customer, I wasn't entirely keyed in to the conversation from start to finish. However, when I hear naughty words being spouted at my folk, I take it very personally.
Politely excusing myself from the lady I was with, (who was gracious beyond measure, by the way) I asked my folk if there was something I could be of assistance with. "Bob" clearly took this as an opening to embroil me in the hurricane of his anger. After blustering for a solid 10 minutes, only three of which I actually was tuned into as it degraded quickly into a name-calling, nursery school tirade, "Bob" demanded his money be returned, he be allowed to pick out a product at no charge, and that my folk be terminated for insubordination.
"I understand your frustration, and I do hear your complaint. However, we cannot process a return without a receipt. The product is opened already, which for health and sanitary reasons, we cannot accept back into the store. In addition, the product has been completely used, so it's impossible for me to assess the batch and see if, perhaps, there was something else I could do for you. <Folk> is actually doing a wonderful job and following our company policy to the letter. She's an exceptional employee and I believe I'll continue to keep her on the schedule as a result. Is there anything else I can help you with?"
At this point, "Bob" began to belittle the 'idiot' who came up with the policy. I'd had quite enough at this point as he'd not only insulted my folk but he was making the atmosphere of the entire store extremely uncomfortable and degrading the relaxing, spa-experience I like to provide for my valued customers.
"I am actually "the idiot that came up with that stupid policy". If you'd like to discuss it further, you may feel free to give me a call when you are able to use more appropriate words and have taken a moment to calm yourself. I sincerely hope you have a better day, sir."
I handed "Bob" my personal business card and made it clear with a look that he was no longer welcome in my establishment. Hint taken, he left, muttering.
Oh... to be in retail sales.
Retail's a hard business. I applaud anyone and everyone who's able to stomach it and make the best of the ridiculous circumstances in which customers place you each and every day.
I'll break the ice with the latest debacle I intervened in just this morning.
(Quick background. Small business is hand-made bath, body and cosmetic products. A surprisingly large portion of my business is custom private-label and wholesale, but I do have a store-front and six employees. Great group of girls, love every minute of them. Hey, I hired them for a reason right?)
I have a very strict return policy. Naturally, it's designed to completely frustrate and annoy customers and has NOTHING to do with health and safety regulations and preserving product integrity. Perish the thought.
1) If the product is opened, it's yours; ie. not returnable under any circumstances. Period. Fin.
2) If the product is unopened and still in the original packaging, you have exactly 14 days from the date of purchase listed on your receipt to return it for an exchange or refund. Your choice.
3) No receipt. No dice. No exceptions.
Not only have I gone to the pains to display these rather simple guidelines in a very obvious manner (1 sign on each register at the cash wrap, 1 that is actually embedded in the counter and a large plaque directly behind the wrap on the wall) but they're also in English, Spanish and French.
Knowing full well that a significant number of customers are generally averse to reading anything under any circumstances, my girls all have a quick rundown of the rules that I ask them to go through during the transaction sale.
Enter... we'll call him "Bob".
"Bob" came into the store at some point and purchased a facial masque. I highly suspect it was actually "Mrs. Bob", but I have enough male customers that this is nothing out of the ordinary. Now, the product is a mix of anhydrous powders that you add moisture to in order to apply. Though technically, the ingredients don't have a true shelf life, I recommend they be used within three to six months of purchase for best results.
"Bob" has decided the masque is not for him and would like his money back. So my folk asks him for the product and his receipt so she can process the return for him. "Bob" has no receipt, but does, however, have the -empty- container the product would be in had it not been spread at the bottom of a ferret cage. (I can only assume that's what he did with it, as he certainly wouldn't deign to use the stuff.)
Folk kindly directs him to the posted policy and even reiterates for him, we cannot take a product back that has been opened and are also unable to process a return sans receipt.
See "Bob" blow a gasket.
I'm never far away, but as I was helping another customer, I wasn't entirely keyed in to the conversation from start to finish. However, when I hear naughty words being spouted at my folk, I take it very personally.
Politely excusing myself from the lady I was with, (who was gracious beyond measure, by the way) I asked my folk if there was something I could be of assistance with. "Bob" clearly took this as an opening to embroil me in the hurricane of his anger. After blustering for a solid 10 minutes, only three of which I actually was tuned into as it degraded quickly into a name-calling, nursery school tirade, "Bob" demanded his money be returned, he be allowed to pick out a product at no charge, and that my folk be terminated for insubordination.
"I understand your frustration, and I do hear your complaint. However, we cannot process a return without a receipt. The product is opened already, which for health and sanitary reasons, we cannot accept back into the store. In addition, the product has been completely used, so it's impossible for me to assess the batch and see if, perhaps, there was something else I could do for you. <Folk> is actually doing a wonderful job and following our company policy to the letter. She's an exceptional employee and I believe I'll continue to keep her on the schedule as a result. Is there anything else I can help you with?"
At this point, "Bob" began to belittle the 'idiot' who came up with the policy. I'd had quite enough at this point as he'd not only insulted my folk but he was making the atmosphere of the entire store extremely uncomfortable and degrading the relaxing, spa-experience I like to provide for my valued customers.
"I am actually "the idiot that came up with that stupid policy". If you'd like to discuss it further, you may feel free to give me a call when you are able to use more appropriate words and have taken a moment to calm yourself. I sincerely hope you have a better day, sir."
I handed "Bob" my personal business card and made it clear with a look that he was no longer welcome in my establishment. Hint taken, he left, muttering.
Oh... to be in retail sales.
We need more people like you in the world. 
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