But that was not the end of the story. I was so blown away and so grateful I decided to go buy a CD. Now the CD was about twice what my refund was so I handed the card and the money and I took my CD and left

But that was still not the end of the story. As soon as I got out of the store I called my brother and 5 of my friends to tell them about this amazing customer service. And now of course I am telling you, too.

So let’s look at this story and see what actally occurred. Barnes and Nobles made an “Investment on my Return”. What exactly was the “cost” of this investment? Perhaps there was a cost for training the employee that taught him to act in this kind and generous way. But other than that it cost them nothing. Okay maybe there was some cost for restocking. They will surely sell that other copy. But then we need to reverse this formula and see what the Return on Investment was.

Here is where the real power of this theory is seen. They not only were repaid their initial outlay of $7.99, they received an additional $7.99 that I most surely would not have spent otherwise. They received free word of mouth advertising (which is far more powerful and effective than traditional advertising) and they created a loyal, raving fan customer.

“Returns” are often emotionally charged events. Think about it. People return things that “don’t fit”, that they “don’t like” , that they “can’t afford” , “wasn’t what they expected”, that are of “inferior quality”, that” they don’t need” or “they don’t want”

For a lot of your customers returns are either embarrassing, filled with disappointment or frustration or at the very least a major inconvenience.

How you handle this touchy situation will impact on your customer’s decision to continue doing business with you.

There are many stories going around about how Nordstrom would take anything in a return (including a car engine). Of course you don’t have to go to that extreme to make your return policy fair, easy and effective.

What does it take to create a return atmosphere that will keep your customers coming back?

1. Create

Management needs to create a policy that is fair, easy and effective. Put yourself in your customer’s shoes and make a decision that benefits them.

2. Train

Once you have your policy make sure that your employees understand what the policy is and how to implement it.

3. Empower

This may be the most essential element of the process. Empower your employee to “do the right thing” to “err” in favor of the customer. Then publicly stand behind that employee even if his or her decision goes beyond your policy. Take them aside privately and discuss and modify.

4. Educate

Your customers need to know your policy inside out. This is especially true if your business has strict regulations. If they need to have a receipt to return the product then it is best to say to the customer as they are checking our “Remember if you need to return this we require the receipt. Would you like it in the bag or would you like to have it?” Granted this will not guarantee that the customers will remember but it does help. Also have the return policy displayed at the check out line and on the receipt.

5. Bend within Reason

Rules are important, but customers are more important. Even with a strict return policy you need to be customer focused. Do what you can to help that customer with their need. Remember the Investment of Return.

Truly looking out for your customers best interest is actually in your best interest. Take a long hard look at your policy. Is it serving you and your customers? If not change it NOW!

It turns out to be a little of both. Leaders are sort of born and they’re always made. Knowing the details will help you develop effective leaders for your company.

Leaders are Sort of Born

It seems like there’s only one thing that a person needs to actually be born with in order to be a leader later in life. That’s intelligence. A leader needs to be smart enough.

Effective leaders aren’t necessarily the smartest people in the room or the company or even on the team. But they have to be smart enough to do the job they’re assigned.

What’s more important is what kind of person the potential leader is when he or she becomes an adult. The person who emerges from adolescence into young adulthood has the psychological and character traits they’ll demonstrate for the rest of their life. Some of those matter for leadership.

By the time a person becomes an adult we can tell if they can help other people achieve results. That, after all, is what we expect leaders to do. We expect them to achieve success through a group. We expect them to help their subordinates grow and develop.

By the time a person becomes an adult, we can tell if they want to achieve objectives or if they just want to go along and take it easy. We expect leaders to be responsible for achieving results. You can have a marvelous life without a results focus, but if you’re going to lead successfully you have to have the drive and willingness to be measured by the results of your leadership.

By the time a person becomes an adult, we can tell if they are willing to make decisions or not. Lots of people wake up every day and let the world happen to them. But leaders must be able and willing to make decisions that affect themselves and others.

By the time a person becomes an adult we can tell if they have the basic qualities that we expect leaders to have. We can determine if they’re smart enough to do the job. We can tell if they are willing to help others to achieve results as a group. And we can tell if they will make decisions.

Those things are essential. People who have them can learn the multiple skills it takes for them to become effective leaders.

No matter how they measure up on the key essentials, no one emerges from the womb or from adolescence with all the skills in place to be an effective leader. Everybody has to learn the job. That’s why leaders are always made.

Leaders are Always Made

Leadership can be learned by anyone with the basics. But an awful lot of leadership cannot be taught.

That’s because leadership is an apprentice trade. Leaders learn about 80 percent of their craft on the job.

They learn from watching other leaders and emulating their behavior. They choose role models and seek out mentors. They ask other leaders about how to handle situations.

Leaders improve by getting feedback and using it. The best leaders seek feedback from their boss, their peers and their subordinates. Then they modify their behavior so that they get better results.

Leaders learn by trying things out and then critiquing their performance. The only failure they recognize is the failure to learn from experience.

In their book, Geeks and Geezers, Warren Bennis and Robert Thomas identify the special power of what they call “crucibles.” These are trials which teach hard lessons that leaders use as the basis of their strength in later crises. Many of these events can be called “failures,” but leaders turn the bad situation to good by learning from it.

Effective leaders take control of their own development. They seek out training opportunities that will make a difference that will make a difference in their performance.

Effective leaders look for training programs that will help them develop specific skills that they can use on the job. Then, they when they return to work, they devote specific, deliberate effort to mastering in real life what they learned in the classroom.

Marshall Goldsmith and Howard Morgan studied the progress of 88,000 managers who had been to leadership development training. The people who returned from the training, talked about it, and did deliberate work to apply their learning were judged as becoming more effective leaders. The ones who didn’t showed no improvement.

If you’re responsible for leadership development for your company, you should structure your support for your leaders to recognize that most leadership learning happens on the job. Help people develop leadership development plans. Help them select specific skills training and then work on transferring skills from the training to the job. Help them find role models, mentors and peers to discuss leadership issues.

Help your leaders get feedback from their boss, peers and subordinates. Work to create the culture of candor that will make that feedback helpful and effective.

Don’t stop there. Make sure that you evaluate your leaders on their leadership work. Reward them and hold them accountable for accomplishing the mission through the group. And hold them accountable for caring for their people and helping them grow and develop.

A Leader’s Growth is Never Done

Leadership learning is a lifetime activity. You’re never done because there’s always more to learn. There are always skills you need to improve.

Effective leaders seek out development opportunities that will help them learn new skills. Those might be project assignments or job changes. What they have in common is that the leader develops knowledge and skills that can be used elsewhere.

Effective leaders also seek out opportunities that will increase their visibility. The fact is that great performance alone will not propel you to the top in your career. You also have to be visible to people who make decisions about promotions and assignments.

If you’re responsible for developing leaders in your company, set up programs to give your leaders both kinds of development opportunities over the course of their careers.

There’s no magic formula for developing quality leaders in your company. But if you select potential leaders with the essential traits, then support them with training, feedback, on-the-job learning and development experiences and hold them accountable for results, you’ll have the leaders you need to shape your company’s future.

Ecommerce often employs complicated systems. Most people are afraid to invest in ecommerce endeavors since they feel like they are not equipped to take on such as daunting and demanding task, despite its numerous rewards. Did most ecommerce moguls get it right the first time? Of course not! While there are inherently talented people who have a way of harnessing power in the Internet for their financial benefit, succeeding in ecommerce is possible even for the non-technological savvy by means of software solutions. Over time, one will have to catch with skills worthy of promotion, but for starters, to have ecommerce software solution to back you up is something of utmost value to the rising of your online business.

Software solutions are available just about anywhere. The challenge is in finding the best software solution that will cater to your current need, in this case, ecommerce. While a person can probably be good at running his site and keeping it in top condition, there are still various things that only software solutions can provide in ecommerce. You need not look too far, for ecommerce software solutions are usually apt in advertising for their services all over the Internet.

Ecommerce software solutions should possess what it’s being paid for: a complete and authentic solution to the common problems ecommerce investors often have such as lack of information, marketing problems and lack of optimization. Without these primary needs addressed, you might be doing as well without it.

One good way to check if a given ecommerce software solution being offered online is excellent is by seeing its version. How many updates has it had? How many years of research did it take for the team to come up with its system? These questions will tell you if you will get your money’s worth for it. If a company has taken considerable time to develop its system, it means that they have been able to explore more possibilities and details that other newer companies may have overlooked. The higher number of years the company has immersed itself in the ecommerce arena, the better.

Most ecommerce software solutions give trial periods so that you may be able to check if their system has what you require. It would be ideal to avail yourself of their trial period and check if the interface of their system is friendly enough for you or you would need something more simple or complicated. Inspect as much as you can about the system, and list down all potential difficulties you might have with it. Feel free to ask questions during this trial period and make the most out of it. At this stage, you can still back out if you find that their system did not meet your standards.

Coding is also important. These days, it is best to look for the ecommerce software solution with XTHML coding or better. This is much easier to download than other existing forms online. It is much lighter and makes the optimization seem natural. Other forms may be available and you may be willing to compromise with it for a lesser price but as much as you can afford it, never settle for less than XHTML.

Features are important. If you find the ecommerce software solution has a lot of features, check each of them one by one and see if you can really use them. A list of things your system can do is useless unless you find a way to incorporate it with the way you handle your business.

The trick in getting the most out of your ecommerce software solution, should you have one, is that it should work for you and not the other way around. Ecommerce software solution is helpful in making your business flourish, but without your personal effort, any outside aid of any form will be futile.

Fine Store is a very unique Ecommerce software solution that allows everyone to sell anything …

Article Directory: http://www.articledashboard.com