In the August 2012 Issue of CRM Magazine, "The Guiding Assumption" by Lior Arussy describes how many (too many, in fact) business create policies to prevent customers from ripping them off, or "abusing the system." Building business operations in response to those few bad apples can be a bad idea, because it unjustly punishes the masses, and over time, will limit the growth of business.
By my own experience as a customer, I've realized that the converse of this - extending the benefit of the doubt to all customers, despite the behavior of a few bad apples - can be a pretty powerful catalyst in growing a business.
return anything I bought, for any reason, at any time . You can say I have trusted them because they have trusted me. While a small percentage of
customers surely abused the policy, the vast majority did not. And LL Bean profited greatly, by extended trust to all.
Don't let that one bad apple determine how you run your business.