Most businesses deal with some type of returns or cancellations, and getting this right is crucial to customer satisfaction. Over 90% of shoppers say they will NEVER shop with a business again after a poor return experience. A return or cancellation of service does not mean the relationship is over, it can be just the beginning. In this episode, I review a couple of my recent review experiences and give actionable strategies for you to improve your return process and get SMART with your customer service and relationship building.