This return policy: a stone-cold winner — Business Management Daily: Free Reports on Human Resources, Employment Law, Office Management, Office Communication, Office Technology and Small Business Tax Business Management Daily

This return policy: a stone-cold winner

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Granite Rock, maker of natural stone products, doesn’t accept product returns. Yet, the Watsonville, Calif.-headquartered company pleases every customer.

How is that possible? Because customers who aren’t satisfied with their purchases don’t have to pay for them. They don’t even need to return anything.

This policy serves two needs:
  1. It makes for happy customers.

  2. It motivates company personnel to fix problems … quickly.
— Adapted from Good to Great: Why Some Companies Make the Leap … and Others Don’t, Jim Collins, HarperBusiness.

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