Empathy Beats Policy

Each of my four children received a PUMA sweatshirt as a Christmas present.

None of them fit.

Fortunately, the gift-giver had very thoughtfully provided a gift receipt for each sweater.

Unfortunately, the gift-giver had finished their holiday shopping early; the receipt stated the purchases were made in early December. And very clearly stated at the bottom of each gift receipt was the store's return policy: returns must be made within 30 days of purchase.

Since the presents were received and unwrapped in late December, the return window was effectively less than a week long. And I had missed it.

I could have regifted or donated the sweaters, but since the store wasn't far away, I decided to see if there was anything the staff was able and willing to do despite the clearly stated exchange policy. The conversation at the checkout counter went like this:

Me: "Hey there. I'm hoping you can help me out, but I understand if you can't. My kids got these sweaters for Christmas, but they don't fit. I have a gift receipt, but...

Store Employee: "No problem!"

Me: "Well, here's the thing. The receipt says that exchanges have to happen within 30 days of purchase, and I clearly missed that window..."

Store Employee: "What? That's stupid. We'll take care of it for you. Is a gift card okay?"

The store's policy was clearly stated, and they wouldn't have been in the wrong had they decided not to accept my return.

But when you're given a choice between empathy and policy, choose empathy.

From a consumer standpoint, empathy beats policy every time.

I was so happy with the store's willingness to accept my return that I decided to do some shopping... and left with two pairs of shoes and a mini-soccer ball I hadn't planned to buy. It pays to ensure your customers are satisfied. (Often, literally.)