Perhaps you’ve seen the guarantees and trial offers floating around? Try our product free for 14 days! Only pay shipping and handling. Or, use our 7 day money back guarantee! Or even, buy one and get a second free with paid shipping and handling fees.
What is it that you notice about those offers? The keen eye will discern that the offers aren’t really offers but clever ways to simply “trick” consumers into handing over their money. Here’s a secret…if your offer for a “free” trail or money back guarantee has people thinking about the time-frame rather than the product, you aren’t really offering anything of service to the customer. In other words: You’re customer service just ain’t up to par.
What you should be offering is an unbelievable offer…something that will knock their socks off. Give them a guarantee that will have your customer thinking: I HAVE to go there. I HAVE to try that…it’s a no lose. Instead of a 7 day or 14 day guarantee give the 365 days! Give then a 10 year guarantee on your product. Do you know how many people will even think about returning your product if you give them enough time? Hardly any! While you may get some people who decide to return something (because their are those types of folks) you generally will see that once people aren’t afraid of time frames and limitations, they prefer to keep the product or service!
Want more great customer service ideas? Take a look at this customer service giant (courtesy of MSN story published online, January 5, 2013):
“The return policy is that there is no return policy, says Colin Johnson, a spokesman for Nordstrom. “You won’t find one posted at the cash register or on your receipt. We’re just going to stand behind our merchandise. The bottom line is that we work with the customer.”
For customers, the highlights are that there’s no time limit, no receipt required and no paperwork. And you get treated the same whether you have a gift receipt or purchase receipt.
If you bought online from Nordstrom.com, the store provides free return shipping, Johnson says. Or you can take the item back to a local store.
“The way it works is we ask our people in the stores to use good judgment,” he says. “The ultimate objective is taking care of the customer. It really depends on the situation. You really can’t have a rule book that takes into account every scenario.”
Bottom line, Johnson says, is that employees “‘try to remove the clutter — the policy-type stuff that can get in the way of taking care of the customer.’”
What is your company or organization’s rule with regard to customer service? Do you create barriers for your own services or product? Or do you give the customer another reason to try you out? Make the most of what you have and shine through your compelling service, guarantees and policies. I guarantee it will benefit you in the long run…or your money back!