How to Avoid a ‘Holiday Relative’ Disaster

Ever buy something from a store and try to take it back and they won’t let you? A while back I bought new living room furniture from a store called Room & Board. It gets delivered right on time (December 18) and I couldn’t be more disappointed. All my fault, the couch I bought looked great in the showroom not so much in my house, wrong color wrong size. I call customer care and ask if they can come pick it up. I offer to pay any restock fee. The customer care rep says, “Yes, but it’s December 18.”  I ask if that’s a problem and she replies with, “Maybe, do you have family coming over for the holidays? Why don’t you keep furniture until after the holidays so you and your guests have something to sit on” Her first response was not how to get her couch back but how to resolve MY issue! Without them knowing it, they created an unpaid spokesperson in me for handling the issue so well. What can you do within your own company to create unpaid spokespeople who will share a great story about you! Oh, I finally got the couch I wanted…
This is Michael Burger for the Relevant Report