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This return policy: a stone-cold winner

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in Leaders & Managers

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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