This return policy at Best Buy appears to be different from the norm. Most store

Question

This return policy at Best Buy appears to be different from the norm. Most stores have a 30 day return policy. As consumers, that is what we are accustomed to. Given that the store has decided to make a change, a management decision that should impact the store positively, should they have promoted this more vigorously? For the assignment this week, respond to the following questions based on the scenario provided. 1.Please explain the scenario and how you would try to handle it. 2. Do you think it is possible to keep customers that want a company to honor their request over the company’s policies? Is it possible to instill loyalty to a brand? Why or why not? 3. Are customers that try to take advantage of store policies for returns etc., actually worth keeping loyal in the long run? Why or why not?

Explanation / Answer

1) Explain the scenario and how you would try to handle it?

Scenario - Most of the stores in the United States have a 30 day return policy. But on the contrast, Best Buy is planning to appear a little different in terms of its return policy. Instead of of a 30 day return policy, Best Buy increased it to 45 days.

In my opinion, this is a wonderful step of change in decision which the management has taken. By this step, although there will be an increased traffic of the returned goods, but it increases the customer loyalty towards the brand. People prefer buying from the Best Buy just for that extra mile of effort the management has taken.

It is not very difficult to handle though. It just needs a little more man power in the initial stage since the returns would be higher initially. So, it would be better to allocate a little more work force to this activity for 2-3 days initially to combat the returns flow. It is not easy to handle. Yet it is not difficult too.

2) Do you think it is possible to keep customers that want a company to honor their request over the company's policies?

It is possible, but with a valid reason. Company has the list of few valid reasons. Anything which matches the criteria of the customers can be taken care. After all, any company works successfully at the best interest of their customers. By keeping the customers loyal to a brand, the brand would surely survive to be successful. It is always good to go an extra mile to make the customer's happy. But there is a clause here, customers should be given that privilege only once or twice at the discretion of the management. Over and above that, becomes a customary act.

So, with this context, i feel it is possible to honor the customer's request over the company's policies.

Is it possible to instill loyalty to a brand?

Definitely, it instills loyalty to the brand among the customers. Customers like it when companies keep them happy. If they are happy, they keep returning back for more. To instill loyalty is not easy, but it is not difficult too. If that loyalty is established, then irrespective of the circumstances, people come back to the brand.

3) Are customers that try to take advantage of store policies for returns etc, actually worth keeping loyal in the long run? why or why not?

Any customer tries to take advantage of the return policy of the store if there are any return policies available in the store. Imagine, If there are no return policies. then how could you ever expect a customer in the store? Customer returns are a part and parcel of the retail stores. But, it doesn't mean, stores take every thing back. There are certain norms for that too.

It is worth keeping the customer's loyal to the brand if and only if the company understands the customers needs. If that is not happening, then it will be difficult to keep the customers loyal. You take care of your customers well, and they will ensure you get your share of business. As simple as it.

Always, be on the customer's side come what may and see how the customer's become best buddy to your brand.

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