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Rectifying Errors, Refund Policies and such

by petrosianii, Window Shopper

  • Created: September 20, 2009, 4:43 pm
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2 comments

'I don't like losses, Sport. Nothin' ruins my day more than losses.' --Gordon Gekko (played by Michale Douglas) in Wall Street.

Boy, I felt like that yesterday. A major error in one of our PR campaigns cost me a nice little sum of money. And it certainly did ruin my day. In fact, I'm still upset about it because it was an error that could have been easily caught and fixed before publication, had we just followed the procedures set in place.

Communication is so important. I mean, miscommunication can

cost our business dearly, very quickly too.

My question for discussion is: How does your business rectify errors? Do you always give refunds? If not, what other recompense do you offer? I'm talking about those cases where you or a member of your staff is clearly in the wrong with respect to a deliverable, project or communicating the wrong information, etc.

How do you prevent these types of errors? What sort of refund policiesdo you have, if any?

Tags: Discuss Popular Topics, Other Business Issues
‹ Tax write offs? Wholesale Zoning Law? ›

NicoleD | Former Moderator | 9/22/2009 - 11:55 am

Thanks for starting this discussion pertrosianii. I'm interested in hearing how other Community members handle their business' refunds and customer complaints. We also recently featured a blog on this topic that you may be interested in: Four Ways to Effectively Anticipate and Handle Customer Complaints NicoleD

petrosianii | Window Shopper | 9/22/2009 - 12:08 pm

Nicole, that forum post you cited was great. I especiall like this part: Your customer service policy and actions are an extension of your brand - and, as such, the effective handling and resolution of customer complaints provide the potential to generate more positive (and free) word-of-mouth marketing for your business. I couldn't agree more. I'm going to use this post to create a Customer Service policy for my business, and I'm certainly going to pass this along to my contractors. Thanks.