We run a small pizza delivery in Oxford, MS. This April, we promised to return money paid for any order that left our customers unsatisfied. Late delivery? Missing drink? Cold pizza? Just a pizza you didn’t like? Doesn’t matter.
We encouraged our unhappy customers to call or leave a message on Facebook, tell us what the issue was, and get all their money back.
When we introduced our 100% money back guarantee, a few people thought that some customers or even members of our crew could take advantage of our policies.
Having faith in both our people and our customers, we weighed the risks and decided to proceed with the rule. Nothing bad happened. But we got a chance to rectify our mistakes and made a few improvements in our workflow.
Our main takeaways from the experiment: Negative feedback is AWESOME and the risks of becoming a target of dishonest customers are overrated.
What is your opinion? Will it work in your business?
If you're curious, all the gory details are in a short post about our little experiment with unhappy customers
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