Handle Returns So That Customers Will Return

Lifetime Return Policies
I’d follow the leadership example of companies like Lands’ End and L.L. Bean, with a “no quibble” guarantee. Here’s a true story about L.L. Bean: All of its original Maine hunting boots had product problems and most were returned. Company founder Leon Leonwood Bean stayed true to his word and refunded the purchase price. But he also stuck with it, correcting the problems and posting a sign in his store: “I do not consider a sale complete until goods are worn out and the customer still satisfied. — L.L. Bean, 1916.” If you go to Bean’s Web site (www.llbean.com) and look under “Company Information,” you’ll find many other sterling things it has to say about customer satisfaction.