ARE YOU WILLING TO STAND BEHIND YOUR PRODUCTS AND SERVICES EVEN IF IT COSTS YOU MONEY?
A key element of integrity is standing behind your products and services. Does your return policy favor the customer or your business? Do you seek to satisfy your customers, or do you quibble over the fine print? When you receive complaints – and every-one does at some point – do you become defensive or do you listen to your customer and work out a reasonable solution?
A Business man was once heard proudly crow that he saves thousands of dollars by holding to a thirty-day policy of defects, not one day more.
If you have to make a mistake, err on the side of the customer. Work out a generous solution that allows your customer to go home happy.
If someone is dissatisfied, take the product back. You may forgo profits in the short run, but you will gain invaluable customer loyalty, and your long-term success will be assured.