Managing returns is perhaps the most critical part of the after-sales process. If you run a retail store and want to improve your returns process, read on.
Returning items to the store is often an exasperating experience for both the customer and the business. Of course, a retailer won’t want items being returned in their store. However, having better Return Material Authorization (RMA) management can make the returns process an excellent opportunity for business. Here’s how you can do that:
1. Make the return process easier for both ends
Having a more lenient return policy will prevent customers from getting frustrated, which, in turn, will make your business run smoothly. You may be thinking that with a lenient return policy, customers will be more likely to return stuff to your store. Yes, that can happen in some cases. But with a more liberal policy, customers will be more willing to purchase goods from your store, knowing that they can return it easily.
Chances are they won’t even find a reason to return the product, but knowing that they can easily do so is a good deal-maker for them.
2. Build customer relations
If a customer is dissatisfied with their product and wants to return it, apologize and ask them what they found unsatisfactory about it, and then give them the good old customer recovery treatment. Even if their experience with the product is negative, your process of dealing with their return is an excellent opportunity to build customer relations.
If the customer walks in disgruntled about having to return their purchase, make their return experience so good that they’ll walk out with the full intention of coming back.
3. Gather insights
To help your business flourish, use the returns process as an opportunity to gather insights about your products. Ask the customers what they found unsatisfactory about the product. Did it not fit their needs as they thought it would? Did the merchandise not meet their expectations when they brought it home? Are there similar products from another store that they found better?
Using the data that you gather from feedback, make adjustments to your store as you see fit. Perhaps some of your products are improperly marketed, or you need to incorporate new products into your store? Whatever feedback you receive, make sure to record it for future use.
4. Be accommodating
When a customer comes into your store to return an item, don’t make them feel guilty about it. Instead, welcome them with open arms and a friendly smile. In this way, customers will feel more satisfied with your customer service and will likely buy something from you again–maybe even after they return their product!
To achieve this level of customer experience, train your staff on how to handle returns with ease while keeping customers feeling valued.
Handling returns is a gritty part of the retail industry. So, if you find things getting a little overwhelming, make sure you’re using the right RMA management program that works for you. By doing so, you can turn the returns aspect of your business into an opportunity to gain new customers, maintain loyal ones, and increase sales.