Handing him the bundle of newspapers, the newsagent also handed my paperboy father this piece of advice:
โGet your change out quickly.โ
The newsagent had noticed that many paperboys fumbled around in their change bags, hoping their customer would wave them off and tell them to keep the change just to be rid of them. And they often did, begrudgingly.
Instead, by quickly offering change, customers were delighted by young Keithโs efficiency and honesty. They happily let him keep the change, and often a tip to go along with it.
Making products more difficult to return or services difficult to cancel may seem like a win for your business in the short term, but friction erodes goodwill.
Youโll sell more if you get your change out quickly.
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