Hassle Free Returns – A lot of retailers claim to have a liberal return policy. But when you actually need to return an item, it gets ugly pretty fast. Return time is often limited, sometimes allowing you only 10 days to send an item back. You have almost no time to see if a product works or not. Some stores charge re-stocking fees, only giving you a partial refund even though you returned the whole item. Still others just make it seem like such a bother to hear from customers who want to send something back.
What so many retailers don’t know is that when a customer wants to return something, or has a question after the sale, it’s a time to shine. At Sunland Home Decor we view any after-sale issue as an opportunity to make that customer happy that she chose to buy from us. Think about it. When you buy something online and you are satisfied with the items that you receive, you’re content. Just content. It’s not likely that you’re going to rave to your friends and family, “Woo hoo! I ordered something online and it showed up! Everything’s fine!” You’re really only going to tell people about your experience after there’s a problem. It’s after a problem that you will likely feel either ecstatic, or really peeved. Either way, you’re going to share your experience with friends.
When you have any kind of problem with your Sunland Home Decor order, we are actually excited to help. We know that when we handle your problem quickly and cheerfully, you will actually be happier with us than if there had been no problem at all. We know this, because we often hear comments from our customers like, “Wow, thanks!” and “Really, it’s that easy?” Those customers whose problems we have fixed already knew that Sunland Home sells great products (lots of stores can do that). But they now know that if an item arrives broken, defective, or just doesn’t fit their decor, it’s really not a problem. Sunland Home will just promptly and happily take care of any issue to our customers’ complete satisfaction.
It’s after we have the opportunity to fix a problem, that a customer will tell his friends and family, “These guys are great! I had a problem with an item, and I was able to get a replacement right away, and they actually were happy to help me!” At that point, we know we have a loyal customer for life.
