Archive for April, 2011
We here at scrubadoo have really started to lay the ground work for a strong brand that is based on customer service. As a part of this we offer a great return policy. I do think that this policy has made a difference in our conversion rates, and I know that a lot of our customers appreciate it. The hope is that it is part of the entire package we offer, that provides enough of a “wow” factor to keep customers not only loyal to us, but also telling their friends about us. Needless to say our return policy on our scrubs, shoes, etc is not changing anytime soon.
All that being said we are starting to get to the point where we have people starting to take advantage of the policy. They will send items back with out tags on, or shoes that have been worn. While it is still a small percentage it is happening. What is also tough is dealing with the clients that continually buy products from us and continually send everything back. We have a few (very few) clients that have made 5-6 large purchases with us over the last several months and have literally sent everything back for a refund, every time. Now this wouldnt be a big deal if we carried inventory in all the scrubs we offer, but we don’t which makes it really hard to find a use for the returns. Right now the returned items go into storage boxes and pretty much sit in storage. I have yet to figure out a good use/way to sell the returned items. Right now it is just inventory that is eating up our cash flow.
The question then becomes do we fire these clients? If so how do we do it? Right now I am sticking with my guns and servicing the heck out of everyone in the hopes that it will pay off in the long run. But at some point it may not, how do I know when we have reached that point? Is there a good way to cut ties with a client? These are all questions I am thinking about as scrubadoo continues to grow.
Ah the joys of running a retail shop.