Great Expectations Bob Hana

The perils of customer dissatisfaction Ringing up a sale, though it may seem like success, does not always guarantee a fat bottom line, especially if within a few short days, that same customer who happily waltzed out of the store with his or her new television set reappears with a glum look and sales receipt in hand. Product returns are a common phenomenon for any retailer. In some cases, products fail, don't work with existing technology or just end up being too complicated to operate, inspiring confused consumers to unload it. But that doesn't mean that there aren't effective ways of limiting the

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