When the Shopping is Over

The Words Matter
"C'mon baby light my pliers" doesn't have quite the same ring, does it? Retailers spend weeks preparing messaging for the holiday shopping rush and then gasp with relief when it's all over. But the words matter just as much — if not more — when the shopping's done. Spend the time to update scripts, live chat canned messages and knowledge bases in preparation for questions about returns, gift cards and refunds. Do a global search for the phrase "that's our policy," then delete them all.