Adonis Diaries

Handling returns from unhappy customers

Posted on: December 1, 2018

Handling returns from unhappy customers

By Seth Godin?

“But first I’ll try to make you feel really bad”

Here’s one strategy for handling returns from unhappy customers:

1) Let them know you don’t accept returns.

Explain that it must be a user error.

Explain that the customer must have lacked care or intelligence or ethics.

2) Explain that you’re willing to accept a return, but just this one time. And

3) Explain that you’re now going to put the person on a list, and you’ll never sell to him ever again.

Do all this in one continuous statement, without pausing for a response.

This has happened to me more than once.

What puzzles me is this: if you’re going to give the customer a refund, why not make them delighted by the process?

Why not create an aura of goodwill? At the very least, both of you will have a better day.

Even better, perhaps one day someone will mention your company to this former customer–I wonder what he’ll say?

One tip: if you say your meta-goal out loud (or jot it down) before you start an interaction, you’re more likely to consistently create the outcome you seek, not the one you hyperventilate yourself into.

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