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FINE LINE BETWEEN RETURN POLICY AND CUSTOMER SERVICE
Over the years that I have been selling pottery out of my retail location, I have had several interesting encounters with customers who claim my pottery is defective. Without going into all the boring details, I once had a customer insist that the shattered casserole in the gift box had never been dropped. Yesterday, a woman asked me to give her credit for a cracked pie plate that she had already thrown away, and she did not have a receipt. Today a couple came in asking for credit for a casserole they bought five months ago that had suddenly developed a crack. After much discussion about the treatment of the casserole and denial of any possibility that the pot had suffered a blow, it came out that this couple has a maid and are not home all day.
I would like to know how other craftspeople are dealing with this issue. I have posted a 30-day limit on returns and will insist on a receipt to prove the date of sale, but I do not want to ignore the importance of maintaining good will. Any suggestions?
J. Glazebrook
Miller Place, New York
APRIL 2000: TABLE OF CONTENTS