{"id":1097,"date":"2012-05-24T12:20:38","date_gmt":"2012-05-24T17:20:38","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=1097"},"modified":"2012-05-24T12:20:38","modified_gmt":"2012-05-24T17:20:38","slug":"easy-returns-easy-sales","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2012\/05\/24\/easy-returns-easy-sales\/","title":{"rendered":"Easy Returns = Easy Sales"},"content":{"rendered":"

\"\"

The Captain Remanmobile<\/p><\/div>
\nSix weeks ago, I ordered a performance engine chip for my summer toy. I was really excited at the prospect of increasing horsepower by 10%, which would bring my car to a whopping 181 hp (but, hey, this car is 21 years old\u2026that was a big deal back then)<\/em>. I received the chip a few days later, I got busy, and then it sat on my desk until a few days ago.
\nI\u2019ve never installed a chip before and I\u2019m not that experienced working on cars (I know, I know\u2026Captain Reman isn’t good with cars? I\u2019m a sales guy)<\/em>, but I am pretty handy, I\u2019ve got a couple of tools, and the chip came with great instructions.
\nWithin about 30 minutes, I removed the glove box, unplugged the ECM, and brought the whole unit inside the house to a clean area where I could safely swap the chip. I was a little nervous, but also very proud of myself for not having broken anything yet.
\nJust before I popped the top off the ECM unit, I realized the part number on top did not match the one in the instruction manual for my chip. Rats! The instruction manual specifically pointed out that if the part number does not match for any reason, \u201cDO NOT INSTALL THIS CHIP. YOUR CAR WILL NOT BE HAPPY.\u201d
\n\u201cScrew the car,\u201d I thought to myself, \u201cnow I\u2019m not happy.\u201d
\n\u201cHow could they have sent me the wrong part? Now I\u2019m going to have to put the ECM back in and all this time will have been wasted. And, I\u2019m going to have to call back the seller and explain that although I\u2019ve had this thing for six weeks I haven\u2019t had the chance to look at it until now. And, yes, I know that returns are only accepted within 30 days, but isn\u2019t there some way we could solve this?\u201d
\nI called in, explained the situation, and held my breath. The guy responded,
\n\"\"
\n\"Easy
\nThat was it. No arguing, no whining, no begging, no additional charge, no credit card needed, no negotiation, no nothing. The entire call took less than two minutes.
\nI hung up happy. I also hung up confident that any time I needed parts for my car, I\u2019ll be calling back and ordering from here.
\nThe whole experience got me thinking.
\nA problem or an issue is really just an opportunity to build a relationship. It\u2019s a chance to show how great you are and how well you stand behind your product or your service. A friend of mine from the AAMCO Transmission chain used to say, \u201cA problem is just an opportunity for a solution.\u201d
\n 
\nThink with me for a minute:
\n1. How easy do you make it for your customers to return products to you?
\n2. If you\u2019re installing a part for them, how well do you handle the situation if the car comes back?
\n3. What hoops do you make the customer jump through?
\n4. Do you treat the customer as innocent until proven guilty or the other way around?
\n5. The customer is going to tell a story when they\u2019re done dealing with you. You give them the content, the plot, and the tone. What kind of story will you create? Positive or negative?
\n6. How you handle the situation becomes the groundwork for the next sale or for a customer who will never buy from you again. What kind of foundation for the future are you creating\u2026or destroying?
\nNow, ask: \u201cHow can we make it better for our customer? How can we make it easier?\u201d<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Six weeks ago, I ordered a performance engine chip for my summer toy. I was really excited at the prospect of increasing horsepower by 10%, which would bring my car to a whopping 181 hp (but, hey, this car is 21 years old\u2026that was a big deal back then). I received the chip a few […]<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[7],"tags":[20,115,116,14],"acf":[],"yoast_head":"\nEasy Returns = Easy Sales - REMANU<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etereman.com\/remanu\/2012\/05\/24\/easy-returns-easy-sales\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Easy Returns = Easy Sales - REMANU\" \/>\n<meta property=\"og:description\" content=\"Six weeks ago, I ordered a performance engine chip for my summer toy. 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