No matter how great your merchandise, there are always going to be customers who aren’t satisfied with their purchase. It might be that the item wasn’t functioning properly or just didn’t meet customer expectations. Whatever the reason, instead of viewing returns as costly and annoying, see them as opportunities to wow shoppers and turn them into happy customers.
Here are two tips for doing just that:
Don’t make people jump through 101 hoops just to return a product. Eliminate paperwork and bureaucratic b.s.. And for the love of all things retail – ditch the restocking fees! Nothing guarantees that a customer will never buy from you again than asking them to pay a fee for returning something that didn’t meet their standards.
Be consistent. Conflicting return policies are the kiss of death for credibility. Spell out your return policies upfront (print them out if you must) and make sure your staff follows the rules. If there is a question or a special situation, the owner/manager should make the final call on how to handle the return.
Many Happy Returns
By
Recent Articles
By
ile Mike Wittenberg sat in a Dominican Republic prison, a thought occurred to him. “I could appreciate flushing the toilet,” he said. “When you’re in a third-world jail without running water 23.5 hours a day, you learn to appreciate the little things.”
When it comes to marketing, cannabis is different from every other consumer good available today. If sales start to dip in traditional retail, you can simply increase ad spending. However, with companies like Google, Meta, and even traditional broadcasters placing strict bans or severe limitations on cannabis advertising, the standard “pay-to-play” system just doesn’t work.
By
It feels impossible sometimes to escape the more ridiculousness aspects of pop culture—like pickleball, whatever a Labubu is, and the inevitable media frenzy surrounding Taylor Swift and Travis Kelce's upcoming wedding. Thankfully, there’s at least one trend that’s still on the rise that I can get behind, which is kratom.
By
When Adelia Carrillo (Fakhri) and Parisa Rad first sat down for brunch in Phoenix, AZ, with a few other women in the cannabis industry, they had no idea how that moment would change the trajectory of their lives. “The energy in that room was transformative,” Adelia says.
By
On its face, it makes sense: an anti-establishment asset in a counterculture shop. But the ethical ramifications of cryptocurrency ATMs have divided smoke shop owners, who are increasingly asked to host them.
Cannabis and comedy go hand-in-hand. After all, who hasn’t smoked a joint and immediately caught a case of the giggles? Who hasn’t taken a huge bong rip, only to have your best smoking buddy crack a joke as soon as you inhale?
By
How Aaron Pavloff made Field Tryp an exclusive luxury event for big-time buyers and vendors.
By
For Asia Cannario, the War on Drugs is especially personal. Like many people, she started using cannabis as a teenager and got into selling cannabis in her 20s in Baltimore, Maryland, long before any legalization efforts grew teeth.