I received a kitchen towel as a hospitality gift and the whole hem frayed the first time I washed it. Fortunately, it was from Kohl’s – a store that highlights its generous return policy — so I took it back for an even exchange.
Much to my surprise, the customer service manager said: “Oh, they all do that. I bought some myself and they all frayed. We can return it once for you but that is all; there will be no receipt with this exchange.”
I was stunned. Essentially, they know they sell junk – for $8 — but they do it anyway. Without apology.
The bar for customer service is getting lower all the time — but you can do better. Just by having your employees practice the words: “I’m sorry” and insisting they say the phrase to customers when something goes awry can go a long way in making you a provider of choice.