Bean with more potential to affect the quality of customer service: Bean’s attempt to reduce the headcount of its 5,000 employees by 10%, an effort it began to implement on January 1 via buyout offers. Even the coverage of this story proves that point: People, even non-purchasing bystanders, care about customer service and worry about any reduction in standards at a company whose level of customer service has long been a positive benchmark for businesses and consumers.Īs a customer, actually, I’d be more worried about a less-publicized change at L.L. In fact, as the power of traditional marketing has waned and the power of digitally-enhanced word of mouth has grown, customer service has become the new marketing, with far more power to build a company than ever before. Bean is an unusually customer service-oriented company, and that being a service-oriented company is a well-proven way to build and sustain a company. In spite of the sideshow aspect of the way this story’s been covered, the how-the-mighty-have-become-a-fall-guy narrative, the reality is that L.L. Great Customer Service Involves More Than a Great Returns Policy A relationship of “we have your back, we’re here for you, regardless of the issue or concern.” It’s the backbone of a potential relationship, a ‘til death do us part relationship within which, if all goes well, no competitor can pull customer and company asunder. But such a policy also means something more emotionally resonant, something beyond alleviating the fear of ending up stuck with a pair of ill-fitting boots. Speaking more generally, what does a great customer returns policy mean to a customer, and how does it help to build and sustain company results? Most obviously, it takes the immediate risk out of buying, which is why it was catalog companies that pioneered such policies. The Business Value of a Solid Returns Policy And, it’s only for these non-customers and shouldn't-be-customers that the policy change will matter. Here’s the thing: Since actual Bean customers, desirable Bean customers, are going to find a year for returns to be more than enough, it means that, in essence, we have, through the prices we pay, long been subsidizing non-customers (the eBay and yard sale scavengers) as well as quasi-customers (like this proudly-amoral Slate columnist) who don’t fit the friendly, trust-based model that, overall, works so well for the company. (My personal policy on whether something is ethically returnable is one I picked up from the great writer Calvin Trillin: Does the product “owe me money”? If I’ve gotten good use out of a product, or if a misguided purchase was the result of my own failings as a consumer, then it doesn’t.) Although we Bean loyalists might joke about returning outgrown skates (and with kids, it takes less than a year to outgrow such items, so even under the new policy, we still could), we would never, ever misapply Bean’s kindness in that manner. Bean loyalists, the new, gently-trimmed policy is an irrelevant change, because loyal Bean customers aren’t looking to violate the social contract opportunistically. Bean’s change of heart has been of the “Just look what the world is coming to now!” variety. We’ll help you sort out your needs with friendly, helpful service that won’t let you down.The press coverage of L.L. Contact us any time of day or night, 24/7, via live chat, text, email or phone. Bean product is right for your needs? Have questions about fit, returns or exchanges? Our Zappos Customer Loyalty Team is here for you. You can return any product within 365 days if it doesn’t work out.
With our hassle-free exchanges and returns, there are no worries. Bean boots, you can try anything and everything-risk-free! Shop here and take advantage of our 365-day return policy on each and every order. Bean online? Whether you have an eye on that L.L. From slippers and socks to insulated beverage bottles and the famous Bean Boots, you’ll find everything you need-and then some-in our selection of L.L.
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Bean products for your whole family and get free shipping on every order-no minimum order required. Bean coats and other outwear are all designed for comfort, warmth and long-lasting wear. Bean women’s clothing, men’s clothing and L.L. Bean outerwear and accessories! This all-American brand is a must-have for all of those who have a love of the outdoors. You gotta love the wicked good looks of L.L. Shop Stuart Weitzman Search Within Women Search
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