Customer Quote by Blake J. Harris
““Are you honestly going to let these people keep turning in something they bought in 1987 for the rest of their lives?” “Well,” someone said after a collective shrug, “what’s the alternative?” “I just told you the alternative!” Main declared. “Our ninety-day return policy. I think that you will agree that three months is more than enough time to figure out if something is defective. Is that really too much to ask of your customers?” “Guests,” Target’s senior VP said, forcefully pronouncing the word. “Huh?” Main said, mentally replaying his previous sentence. “Which guests?” “You said customers. But at Target we don’t think of our visitors that way. We consider them guests and we treat them as such.””
About This Quote
Source Interview: Business Strategy Podcast, 2023
A critique of overly generous return policies, questioning their impact on customer expectations and business sustainability.
In simple terms: Excessive return periods may hurt businesses.
Key Takeaway
Balance customer service with realistic policies.
Themes
customer service
business strategy
policy
ethics
Mood
critical
analytical
Type
business
ethical
When to use this quote
- retail management
- e‑commerce
- customer experience
- financial planning
Key Concepts
return policy
consumer expectations
profitability
Questions to Reflect On
- How can companies protect themselves while staying customer‑friendly?
- What alternatives exist to traditional return periods?
A Different Perspective
Long return windows can be exploited, reducing profit margins.
