Retailers offer their top tips for dealing with tricky situations
Sylvia’s By the Sea, in Scituate, Massachusetts, has a clear return policy: store credit only. It’s posted prominently in the shop, it’s on every sales receipt and the staff states it every time they ring up transactions. Yet, invariably, there will be an occasional disgruntled customer upset that the store does not refund money for returns. The solution, said Sylvia Killion, owner of three stores in the greater Boston area, is to stay positive. The customer might get angry or frustrated, but she encourages fellow retailers to stay cool. In such an instance, Killion will remind customers that they’re getting a gift certificate that can be used indefinitely at any location, and more often than not, that serves to defuse the situation.
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