Inquire About Likes or Dislikes

When I make my call backs to customers before I turn in my orders, I always ask them how they liked the product they ordered the last time. Most of the time they are quite happy.

This evening I had a friend say she didn't like her order of a couple of items. She told me why, very nicely and I offered to return them because everything from Avon is guarenteed to be of your liking and can be returned if you aren't satisfied. She insisted that she didn't want to return them because they didn't cost much.

I plan to take her a small free item when I deliver her next brochure. Hopefully this will encourage her to continue to try new products. She did say that her husband was very pleased with what she ordered him.

Quote:

Originally Posted by ozzie

This evening I had a friend say she didn't like her order of a couple of items. She told me why, very nicely and I offered to return them because everything from Avon is guarenteed to be of your liking and can be returned if you aren't satisfied. She insisted that she didn't want to return them because they didn't cost much.

I think taking a gift for her is a very nice gesture. I can see where she's coming from. Ya know, she *may* (since it's a friend) think that *you* might be docked somehow if she returns an item or two. I think if I'd order something from a friend or relative, that would be my concern... that if I don't like something, they'll be losing out somehow on their paycheck or whatever. Might be a good idea, if she orders again, to make sure she knows that if something goes back, it's nothing lost to you at all (if that's really the case, and I assume it is?)

My suggestion is to make it as easy as possible for the customer to return the item without feeling embarassed about the low cost of the item.

Thank you both for the replies. I've already ordered a gift for her. I tried to make her comfortable with returning the item but she refused. I will let her know that it won't hurt my business at all to return items. Avon is supposed to be very good about allowing people to return items. Thanks again.

That sounds like you have a great customer service policy, ozzie.

I'd be more likely to want to return something if I thought it didn't do what it was supposed to, instead of discovering that I just didn't like it as a matter of personal taste. I wonder if your friend felt that way?

She said she didn't like the color of the lipsticks. She chose them and felt it would be wrong for her to send them back.

I've ordered her a set of mini lipsticks so that she can try a number of colors.

I guess it's a good idea to let customers test first the goods before selling out. In the case of Ozzie, for sure you have stocks of lipstick for testing. Am I right? It's a good advantage for the customers. It will be easy for them to choose their likes and dislikes.

Yes, I give out lots of samples including lipstick, fragrances and face care products. Samples are supposed to be really helpful in this business.

Inquire About Likes or Dislikes

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