A customer at my store taught me a better way to handle a tough return
Last Tuesday, a guy came in trying to return a power drill he bought six months ago, and the box was totally beat up. I was about to say no because our policy is 90 days, but he calmly explained he was a contractor and the drill failed on a big job in Denver. Instead of arguing, he asked if we could at least check the warranty with the maker. We called, and it was still covered! He got a replacement, and I learned that listening first can fix things way better than just sticking to the rules. Has anyone else had a policy turn out more flexible than they thought?