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Inside Outdoor | Spring 2016 54
Ad index
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12 Survivors ) 17
303 Products ) 7
Action Wipes ) 47
Advanced Elements ) 42
Aerobie ) 46
AO Coolers 36
ASF Group ) 29
Baffin ) 2
Bite-Lite Natural Mosquito Candles ) 53
Body Glide ) 13
Buff 11
Celerant ) 28
Chums ) 43
Cocoon by Design Salt ) 54
Coghlan’s ) 33
CORDURA 3
Counter Assault ) 32
Crazy Creek ) 39
drirelease ) 15
Gateway Trade Funding ) 23
Icebug ) 25
) 5
Katadyn ) 38
LifeStraw 12
MadWater ) 42
MFI International ) 22
One Source Apparel ) 55
OutDoor Friedrichshafen ) 41
Outdoor Retailer ) 27
Overboard ) 45
Peet Shoe Dryer ) 35
Quickfeat ) 14
Sol Sunguard ) 9
45
) 37
Teflon ) 21
Vertical Source ) Back cover
Disclaimer: This index is provided as a free service to our advertisers. Every effort is made for accuracy,
but we cannot be held liable for any errors or omissions.
customer has made yet another visit
to our store. How can we make this
a positive experience for everyone?
The customer had to spend their
time and money to come back into
the store to return something that
they feel justifi d about. I will offer
an idea that is sure to garner an eye
roll from some.
Consider offering a customer a
$5 credit “for their trouble” once you
have completed the return/exchange
to their satisfactio ? That might get
some very positive kudos on Yelp.
Believe me, that $5 will come back
to you in multiples. You have to
give to get.
All Sales Are Final! Wow, that
makes me want to buy … not!
How about something more cus-
tomer-centric, such as “All Sales Are
Final When You Are Completely Satis-
fied”? My belief is that smaller stores
would grow their volume by actually
promoting a more liberal return policy
emphasizing complete customer sat-
isfaction. Many smaller stores see
themselves at the mercy of the Inter-
net due to its sheer magnitude, as
well as the whims of larger retailers.
Believe me; tightening up the return
policy does nothing to combat this.
I know of one merchant who took
back a pair of shoes he never carried
because the customer was adamant
that the shoes were purchased at his
store. His mindset being, “I can refuse
this unjustified return and guarantee I
will never see this person in my store
again – and risk additional nega-
tive social media backlash – or I can
graciously accept the return, ask the
customer what she would like us to
do and hopefully turn a negative into
a positive.” You might say he chose to
lose the battle, yet win the war.
There are times when a retailer
should mark down a customer. If you
have a customer who habitually takes
advantage of your return policy or is
abusive to your employees, it may be
time for them to take their business to a
c mpetitor. Obviously, your store is not
a good match for this customer and in
some cases it is best to part company.
Revisit your return policy; talk
with your store managers, sales asso-
ciates and even a few of your better
customers. Ask them if your return
policy is hurting your business?
Remember, however; never make a
rule that negatively affects the many
based on the actions of a few.
Ritchie Sayner is vice president of
business development RMSA Retail
Solutions, To follow
him on Facebook, go to
.