Shopper Question of the Week: “I Hate To Do Returns! (Doesn’t Everyone?)”

May 24, 2010

Actually, not everyone hates to do returns (for many shoppers, it’s just another project), but you’re definitely not alone.

Many of our clients set up their mystery shopping program to include a purchase and return transaction so they can monitor the entire customer service experience. A company’s return policy and the product return experience is a critical factor in how customers feel about a company. (Just think back to the last unpleasant return experience you had as an actual customer – ever recommend that place to anyone after that?)

Here are a few things to keep in mind about conducting a return:

• The client is paying you to do this – they want you to return the item; they’re counting on you to return the item.
• The associates all know about the mystery shopping program, and the good (smart) ones recognize that every transaction (be it a sale or a return) provides a chance to excel and be recognized. (Feeling guilty about returning something after a fantastic associate made the sale? Don’t forget that the associate’s stellar performance is being recognized as a result of your evaluation, so the effort wasn’t wasted.)
• Returns are more common than you think. (Buyer’s remorse much?) Returning something doesn’t necessarily brand you as a mystery shopper.

So, hold your head high and do that return already. Give another associate a chance to “shine!”