Aug

27

What Are Your Terms?

Filed Under Customers 

I remember when a customer called me to demand a refund because a basket was not received by the recipient on a specific date. She was so irate that I thought she’d pass out on the phone. She called on a Saturday, and I told her I’d take care of everything on Monday.

I had no store policy when this happened, and this problem was a wake-up call for me to create one.

On Monday, I called the recipient, and he told me that not only was he out of the office all week, but that the buyer knew he was out. Still, he loved the basket, and I told him to enjoy the contents.

I refunded the buyer because I didn’t check ahead of time to ensure the recipient would be available, but guess what? Because I let the receiver keep the basket, he became a long-term client.

This type of problem can happen at any time, which is why creating and posting a list of terms and conditions is vitally important to your business.

Your sales terms may take a week to brainstorm, and sometimes longer.

  • Consider problems that have occurred to other designers, situations you’ve read about on message boards and heard at conferences.
  • Review the terms other gift basket retailers include on their sites.
  • Remember to add the substitutions clause that’s necessary due to product availability.

    • Think about your new terms for a few days before posting them on your Web site. You’ll find more ideas for Web site creation on at Web Sites for Retailers.

    Of course, you can add or edit the details at any time, but it’s best to finalize your rules as soon as possible and move on to sales and marketing.

    Be sure to add the terms to your catalog when the next run is printed.

    Stick to your policy, and you’ll have less problems with buyers who insist on returns, refunds, and credits.

    Read these related articles:

    1. Your Retail Store Policy, Insurance Protection, Wholesale Supplies
    2. How to Get Rid of Inventory and Other Business Problems
    3. How to Steer Customers to Buy

    Comments

    2 Responses to “What Are Your Terms?”

    1. Melanie on September 2nd, 2008 11:55 am

      I am so glad you wrote this article it will definetly help those who are just starting a business or who is already in busines set terms and conditions for themselves. In my first year of business, I had a similiar problem with a customer who ordered several Mother’s day baskets and did not pick them up until 1 a.m. that monday morning. I did not have a policy in place at the time and it was almost a bad situation needless to say, it opened my eyes to have terms, conditions as well as a contract in place and it was a hard but valuable lesson I learned.

      Melanie D. Gaines
      Melanie’s Heavenly Creations!!!

    2. Shirley George Frazier on September 2nd, 2008 3:52 pm

      There’s no doubt, Melanie, that customers will keep you on your toes and reviewing your terms and conditions.

      That Mother’s Day pick-up time has me gasping. No retail store would allow that, and I’m happy that this article helps you to set your own policy so the situation you experienced does not occur again.