I bought a new pair of hiking boots from Cabella's (a popular midwest sports outfitter) last weekend. What is most interesting about the boots is the note that was in them. Compare this statement to places that have no return policies...and the difference it makes in assumed customer loyalty.
"As Cabela's Quality Assurance Manager, I'm proud to take several steps every day to ensure you receive the finest quality footware at affordable prices. But before I can take those steps, we at Cabela's ask you to take a few simple steps of your own.
"When you first receive your new boots or shoes, take a few minutes to walk around your home and make sure they fit like they should, and to ensure they are everything you expected when you placed your order. There may be times when you purchase a boot or shoe in your usual size and it doesn't quite fit. If this happens, we're more than happy to make and exchange and send you another size.
"If footware is scuffed or soiled in any way when it's returned, it must be discarded. So by taking your first steps in your new footware on carpet, you're also taking a big step toward keeping costs down, which means we can continue offering high quality merchandise at the lowest possible price.
"Thanks for your help..."
How is this different from places that wouldn't take the boots back if they were worn outdoors? Which develops more customer loyalty over the long term?
Personally, I was more than happy to help.