Amazon Returns are a Nightmare. Here's a Solution.
If you've never had to process Amazon returns, thank your lucky stars.
If you've ever returned something you bought from Amazon, you may be familiar with the return process.
Go back to the Amazon website.
Get a QR code for your return & select the return site.
Head to the return site to have a human scan your code. Goodbye, stuff.
Mission accomplished.
Easy enough. The problem? It's a tedious time-suck for the people performing the work. It's also a massive payroll drain for whatever companies have been coerced into providing this service.
The Fix
Take people out of the equation entirely. We don't need them.
When you do a return at one of these approved sites, employees are not equipped with a database linking back to Amazon. Your purchase history cannot be accessed, and the employee cannot help you with anything extra. All the return site employees do is scan your QR code and throw your item in a box. That's it.
Amazon could set up return sites in front of convenience stores that don't involve any people. Think Redbox. The giant box will let you enter your email, scan your QR code, and unlock a shoot where you slide your stuff in. Directions for use can be on the website and the side of the return box.
If you have an oversized item, perhaps customers could drop it off at an Amazon warehouse or schedule a pick-up with one of their drivers.
It seems crazy that we're making frontline employees deal with returns from a website that's not part of their company. Don't argue that it drives traffic to their stores and may incline the person returning to make a purchase because I don't buy it.
People returning Amazon purchases want to drop off their used Halloween costumes and run out of the store before someone shames them for being ridiculous.
Make it easier for everyone and take people out of it altogether.
MAILBOX
I ask what retail leaders need often. I ask for feedback regularly because I can't do this work alone on my couch. I need everyone. I can talk about leadership best practices all day, but I need to hear from people still in customer service on the daily.
This comment landed in my inbox, and it was staggeringly insightful. It answered the question, What do you need from your company?
"I would say a big need for me is realism. Internal comms is frustratingly curated sometimes, and I want communication that doesn't feel like PR. It makes me feel like frontline workers aren't seen as part of the inner community. I just want folks to be straight up with me!"
Holy shit. Working for corporations can feel exactly like this. I could always sense when my bosses weren't telling me the whole truth. Or when corporate was trying a new tactic, they didn't quite believe in yet, and we were all the guinea pigs on the frontline.
I encourage all leaders to be as transparent as possible.
When you work for a company, people in all positions want the company to be successful. I understand not revealing too much too soon and needing timelines; however, I think you can say, "Last quarter was tough for us, and we are shifting to XYZ to try to bolster sales." Or whatever.
Retail leaders are far from stupid. When we get handed memo after memo that comes across like a PR campaign for a place where we work, it can feel demeaning.
We already work here, so try being straight up with us.
Level Up
One thing you can do today is to be a better leader.
Get dirty.
Get out of your office and get out on the sales floor. Leave your shiny, professionally cleaned corporate tower and get out to stores. Work alongside people, and you'll learn more than you ever could analyzing reports behind closed doors.
Your employees have a ton of shit they want to tell you. They don't know if you can be trusted if they don't see you getting dirty.
Work a floor set. Unbox shipment.
Sweep floors.
Run go-backs.
Take out the trash.
I used to regularly clean the bathrooms in my store because I wanted to help out and because most people didn't do it as thoroughly as I liked. (You try getting a seventeen-year-old to clean a bathroom well).
You get the point.
Working next to your team will strengthen your relationship, and they'll trust and respect you more.
My book, Leadership Field Guide, will be out soon! It's a practical pocket guide that tells you how to set up your store for success and how to foster a kick-ass culture.
The goal is to publish in May. I'm crossing my fingers.
Jump to the front of the line and snag it first. ⬇️
If you know anyone else that would like The Voice of the Frontline, please forward this email.
You're the absolute best.
Wait wait wait
Before you go - I want to shout out a (FREE) webinar that you can join today.
My writing and content creator homies, Todd Brison & Tim Denning are hosting
How to Make People STOP Scrolling and BUY Your Stuff
I’ve learned countless tips from these two and I’ll be jumping in to this webinar and learning more myself. If you create anything online - stop by and check it out. It’s happening on Thursday April 13th at 1:30pm PT/4:30 ET.
Great post Kit! When i was a new manager in my retail days, i remember learning a lot more from associates when i was working alongside with them; setting racks and working the weekly freight. I learnt more side by side with the team than i learnt from the management training.
Anyone at my company could've written that same email about Corp Comm. Most of the memos we get are weird exercises in conditioning opinion and languaging. It's maddening.