Guerrillas Shine During Holiday Returns and Exchanges
Most businesses view returns and exchanges as a hassle and/or burden to their business. Guerrillas see them as opportunity. This is their chance to meet and exceed the customers’ expectations.
Be friendly and welcoming of their return or exchange. This is your time to be friction-less. The customer has in the back of their mind that this might be a hassle and Guerrillas know that and treat the customer with extra appreciation to break through that friction and create a relax and enjoyable experience.
Remember: you may be dealing with the gift recipient and this is your chance to wow them and introduce them to your store/site and connect with them (ask them if you can stay in touch with them, offer then a discount when they sign up for email list).
Survey, talk and listen to your customers. These customers have a gold-mine of information that will help you grow your business and Guerrillas want to do everything possible to know and understand their wants, needs and dislikes. After you have made it very clear that you welcome their exchange or return:
Customers want to be known and they want to be appreciated. This is your opportunity to leverage your Guerrilla expertise and make long lasting connections.
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