No one likes being asked for a refund. In fact, I find the thought of it stomach churning. And when what’s being refunded is the product of your time, experience, and expertise… it’s tempting to put every obstacle you can think of between a customer and a refund. In this episode, I’ll take you on a journey from the 17th century all the way through the modern era of online business refund policies to answer the question: What make for a fair refund policy?
- About Josiah Wedgwood
- “Josiah Wedgwood: An Eighteenth-Century Entrepreneur in Salesmanship and Marketing Techniques” by Neil McKendrick
- “Beyond The Pottery: The Creative Giant, Josiah Wedgwood” on YouTube
- “They Broke It” by Judith Flanders
- “What a Hundred-Year-Old Department Store Can Tell Us About the Overlap of Retail, Religion and Politics” by Tobias Carroll
- “Many (Un)happy Returns? The Changing Nature of Retail Product Returns and Future Research Directions” Journal of Retailing
- Online Outlier & Regina Anaejionu
- More on “caveat emptor” (the buyer beware)
- “Is the customer always right?” The Merck Report, June 1915
- “Is the customer the enemy?” by Chris MacDonald
- “The Customer As Enemy” by Michael Schrage
- Kaye Publicity & Dana Kaye
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