Returns and the Pit of Despair, by Darryl Jones (QuickDrain USA), an Education Committee Member

No one, and I mean no one, like's the process of returning product, be it the manufacturer, end user or decorative showroom. It happens occasionally, or more then we would like to admit, for any number of reasons. Below are the most common:

1. Ordering mistake - If you are just one digit off, the product can be ordered wrong. Make sure you triple check your model numbers or get a fresh set of eyes on the quote.
2. Customer changes their mind - This happens when customers are unclear on what they are actually receiving. Have the customer focus on one room at a time and then review the order with your customer at least three times. Mark in bold any areas of concern so that they are not forgotten. Be sure to point out finishes being ordered that won't match (Oil Rubbed Bronze) or other products of concern (your customer has a full body "car wash" and needs to up-size their water heater).
3. The manufacturer ships the wrong product - This is a difficult situation to be in. On large orders, I have the warehouse contact me, so I can help check in the order. Murphy's law states that mistakes are guaranteed to happen on your large orders or with your most challenging customer. Trust me - it's worth the extra time to check the order in before it ships to the job site.

Rules of processing a return

• Check and see if you're in the manufacturer's time frame to handle the return (most have a 90-day stipulation).
• Never credit the customer before the return has been processed. (Products can only be returned if they are in saleable condition). Remember, the customer bears the responsibility of getting the merchandise back to you in one piece.
• Inform the warehouse that products being shipped back have to be received in a shipping box. (Some manufacturers won't except a return with mailing labels attached to the product box, or they will charge you a re-boxing fee.)
• Go over the restocking fees with your customer and let them know that a credit will be issued once the manufacture excepts the return. (Think transparency).

Returns happen - it's a known fact, however, you can safeguard yourself by having a review process before the products are ordered. Consider a sign-off on large ticket items (hydrotherapy tubs, vanities, mirrors, steam generators and any special ordered products). After all, people take things seriously once they have to sign a piece of paper. Stick to your guns and hold the order until you have a signature. As a manufacturer and past showroom manager, I've handled a lot of returns. Process returns as quickly as possible and move on to your next project. Treat a return like a child - if your customers need an answer today on a return, then the answer should be "no", otherwise they can wait until you contact the manufacturer. Returns are part of the business - all you can do is minimize your chances of having to deal with one.